Site Survey Admin - SOP

Site Survey - Reschedule Full = Any reschedules before full survey completion and design review. Full survey is needed (Reschedule required is marked in the Design tab)

Site Survey - Reschedule Partial = Any reschedules before full survey completion and design review. Partial survey is needed. (Reschedule required is marked in the Design tab)

Resurvey - Extended = Any project that is sent back by design for resurvey. (Resurvey required is marked in the Design tab) We will use these for resurvey reschedules as well.

Site Survey Scheduling Steps:

Site Survey (Reschedule Full & Partial):

Open the Salesforce Site Survey Admin Dual Work Queues
Open the Schedule Site Survey (All Types) queue
Open an account listed. Check and see if the account is in Cancelation in Progress or Canceled. It should not be pulling into the queue but just make sure.
Review service appointment notes section to see if the surveyor left any comments stating why we need a reschedule. Also check the Cannot Complete Reason, it should tell us why we need to go back out.
Review the chatter and project notes to see if any critical information or updates have been posted. We want to see if anyone had touched the account already for rescheduling.
Open the design page and review for any critical information.
Review any text messages and emails that apply.

Proceed with scheduling ->

Resurvey:

Follow the same process as steps 1-3 of Site Survey Scheduling Steps.
Go to the design page, scroll down to 'Site Survey' section of the page a review the resurvey request that was sent by the design team.
Review the chatter and project notes to see if any critical information or updates have been posted. We want to see if anyone had touched the account already for scheduling.
Review any text messages and emails that apply.

Proceed with scheduling ->

Proceed with Scheduling:

Refresh the GANTT so that all scheduled appointments are up to date.
Call the customer
Ask the customer: Do you have a day in mind that works best for you, or would you prefer our soonest availability?
Depending on what the customer says, find the market the customers home is located in and paste the customers address into maps. Review the white (open) sections on Gantt for availability and copy the address of the account you want to check the drive times of. Depending on the territory, we cannot schedule jobs more than 30-45 minutes apart from each other.

Resurveys

PURPOSE: Resurveys are needed when details are missing from the site survey to make it possible to complete the design. The process for Resurveys should follow an identical work flow to the resurvey process, but reports from a different queue that also needs to be zero'd out every day.

PA Steps for Resurveys

Select "Schedule Resurvey"

Add Technician
Select whether the customer is required
Add the Description
Select the Date and Time
Press "Next" and leave a Project Note

Contact Attempts

When we need to reschedule a Site Survey or schedule a resurvey we reach out to the customer and attempt to schedule for the soonest date available/the date that works best for the customer.
We need to attempt to reach them through call, text, AND email EVERY contact attempt until we have reached 10 contact attempts in 10 business days.
- After 5 contact attempts, we need to notify the Sales Liaison over the account through their urgent queue.
- 1 contact attempt = 1 call, 1 text, and 1 email
If we hit 10 contact attempts we need 10 business days from our initial scheduling attempt. If the customer contacts back to any department within the 10 business days while we are contacting, the 10 days resets.

- 10 calls, 10 texts, and 10 emails over 10 business days

Please follow this Site Survey CIP Policy to help guide you.

CALL

Call the customer. It's important to state your first name, company, and department as well as why you are reaching out. Make sure to state the call is on a recorded line, and verify the customer's address. Share with them the available dates and times we have to reschedule. Schedule them for the soonest possible or their preference and confirm before you get off the call. Make sure to end the call by asking if they have any other questions and to thank them for choosing ION Solar.

TEXT

For text, please text the customer using one of these Text Templates or create your own. It's important to state your first name, company, and department as well as why you are reaching out.

EMAIL

Email through the team email in google. Use the templates in there.

PA Steps for Contact Attempts

Leave a Project Note:

Select a Communication Channel
Select a Department Topic and Sub Topic
Change Note Type to "Contact"
Subject Line "Scheduling Contact Attempt"
Write the Project Note

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