Site Survey Admin - SOP

Site Survey - Reschedule Full = This is not the customer’s initial survey that was scheduled, but a complete set of photos and data is still required. A full survey must be completed.

Site Survey - Reschedule Partial = Some photos and data have been collected, but additional information is still needed. A partial survey must be completed.

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

Are we ready to schedule?

Reschedule Full & Partial surveys:

Open the Salesforce Site Survey Admin Dual Work Queues
Open the Schedule Site Survey (All Types) queue
Open an account listed.
Review the 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.
Click the Field Browser tab, then click the Field Pro Images button which will bring you to any photos that the surveyor may have uploaded. This will help you determine if we need to schedule a Full or Partial Site Survey. (Sometimes the surveyor will upload messages from customers that request to reschedule/cancel)
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 the chatter and project notes to see if any critical information or updates have been posted. We want to see if anyone has touched the account already.
Go to the design page, scroll down to the 'Site Survey' section of the page review for any other critical information and ensure that all of the survey dates are entered correctly.
Review any text messages and emails that apply.

Proceed with contacting the customer

Resurveys

Open the Salesforce Site Survey Admin Dual Work Queues
Open the Schedule Site Survey (All Types) queue
Open a resurvey account listed.
There should be a Site Survey marked complete by this point. It is still helpful to review the service appointment(s) notes section to see if the surveyor left any comments.
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.
Go to the design page, scroll down to 'Site Survey' section of the page a review the resurvey that was requested 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 contacting the customer

Contacting the Customer

Over the phone:

Refresh the GANTT so that all scheduled appointments are up to date.
Call the customer.
- Begin the call with: "Hello, this is [Your Name] with ION Solar’s Site Survey Department calling on a recorded line. Is this the homeowner of [Customer Address, City, State]?"
- Once the customer confirms their address, verify that their first and last name match the account.
Explain to the customer that you need to schedule or reschedule their Site Survey or Resurvey.
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. (Note: Depending on the territory, jobs cannot be scheduled more than 30–45 minutes apart.)
Offer the available dates and times to the customer.

Proceed with scheduling

Through text/email:

Once the customer responds to our text/email requesting to schedule, refresh the GANTT so that all scheduled appointments are up to date.
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 into maps. (Depending on the territory, we cannot schedule jobs more than 30-45 minutes apart from each other.)
Offer the available dates and times to the customer.

Proceed with scheduling

*Resurveys cannot be scheduled for 8:00 a.m. unless approved by the Site Survey Supervisor.*

Scheduling with Project Assistant

Scheduling and Rescheduling Site Surveys

On the left side of the customers account under the 'Assistant' tab scroll down to the 'Site Survey' Project assistant drop down arrow.
Click the the circled drop down arrow, click accept, and then click schedule.
- (Resurvey scheduling follows these same instructions but the following steps will be under the resurvey drop down arrow)
This will then bring you to the Reschedule Info/Scheduling Result Page.
- Under the 'Reschedule Info' portion, ensure that the reschedule required date and reschedule reasons/details are up to date and correct.
Under the 'Site Survey Ready to Schedule' drop down, select 'Site Survey Ready to Reschedule' (or "Schedule Resurvey") and push next.
- After pushing next, you can now create the service ticket.
Project assistant will automatically place the ticket into 'Dispatched'
Select the desired tech and whether the customer is required or not
In the description:
- Reschedule full - Write 'Full SS - GoPro/Traditional (The 'Site Survey Type' is found on the 'Detail Page' under 'Address and Site Information')
- Reschedule Partial - Write any specific details the surveyor needs to know about.
- Resurveys - Copy and paste the resurvey request into the description.
Insert the scheduled start date and time and the end date and time.
Click Next
Fill out your project note and make sure to include when the survey is scheduled for.
After pushing next on the project note, you must push next again in order for the Project Assistant step to be marked complete.

PLEASE DOUBLE CHECK YOUR WORK AND THE GANTT AFTER SCHEDULING TO ENSURE ALL WORK WAS DONE CORRECTLY

Resurvey Scheduling

On the left side of the customers account under the 'Assistant' tab scroll down to the 'Site Survey' project assistant drop down arrow.
Under 'Schedule Resurvey', click the the circled drop down arrow, click accept, and then click complete.
This will then bring you to the 'Resurvey Information/Schedule Resurvey' page.
Under the 'Resurvey Information' portion, copy the resurvey request for the description.
Under 'Schedule Resurvey' portion, make sure that 'Schedule Resurvey' is selected in the drop down and push next.

After pushing next, you can now create the service ticket.

Project assistant will automatically place the ticket into 'Dispatched'
Select the desired tech and whether the customer is required or not
Paste the resurvey request into the description.
Insert the scheduled start date and time and the end date and time.
Click Next
Fill out your project note and make sure to include when the resurvey is scheduled for.
After pushing next on the project note, you must push next again in order for the Project Assistant step to be marked complete.

Reschedule Information/Scheduling Result Page:

Service Ticket:

After pushing next on the project note, you must push next again in order for the Project Assistant step to be marked complete.

When looking at the GANTT for scheduling availability, you'll notice that most tickets have black lines that stick out on the side of the block. This shows the drive time distance for the surveyor from home base, to their appointments, and then the drive back to home base.

You must ensure that these lines do not overlap with another service appointments line. However, sometimes these lines aren't always accuracte which is why you must always check drive time in Google maps every single time you schedule.

Use your best judgement to determine and avoid the black lines from getting too long. Especially look out for any line with an arrow at the end, this means the drive time averages over 2 hours.

Always double check drive times in Google Maps to make sure the drive time is not past the allowed time per market. This is required. We should not just be going off of the scheduling lines in GANTT in fact you should not even schedule until you have confirmed it will work with drive times in Google Maps from appointment to appointment.

Below are the different types of slots.

8 AM, 10 AM, 12 PM, 2 PM, & 4PM | 30 min drive time max
8 AM, 10:30 AM, 1 PM, & 3:30 PM | 45 min drive time max

The image below gives an example of how drive time lines should NOT look like on the schedule.

The below gives an example of how drive time lines should look like on the schedule.

Contact Attempts

When we need to reschedule a Site Survey or schedule a Resurvey, we reach out to the customer every business day 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 through their urgent queue.
- 1 contact attempt = 1 call, 1 text, and 1 email
If we hit 10 contact attempts in 10 business days from our initial scheduling attempt, we need to submit a resolutions object to place this account into cancelation.
If the customer contacts back to any department within the 10 business days while we are contacting, the 10 days resets.

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 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.

Using the Site Survey Admin Gmail, copy and paste the text message into email. Ensure to include your signature and label.

Daily Queues to Check

Urgent Queue
Site Survey - Scheduled - Past Due
Schedule Site Survey (All Types)
Reschedule & Resurvey - Needs Scheduled
Missing Reason Reschedule Reason

Manual Scheduling

Scroll to the bottom of the customer's project Details and select 'Schedule Appointment'
Change Appointment Type to 'Scheduled'
Change Service Category to 'Site Survey'
Select the Work Type
- Reschedule Full, Reschedule Partial or Resurvey
Select Service Territory
Assign the ticket to the desired surveyor
Select the Start and End times
Add the ticket Description then click Schedule
Check the GANTT to make sure the appointment scheduled correctly

When scheduling manually, it does not automatically adjust appointments based on Time Zones, so you will need to do so manually.

Time Zone Scheduling:

- Mountain Time +0
  - Utah, Denver, Co Springs, Albuquerque
- Eastern Time +2 (When scheduling subtract 2 Hrs)
  - Virginia Beach, North Carolina, Nova, Raleigh-Durham, Richmond, Ohio
- Central Time +1 (When Scheduling Subtract 1 Hr)
  - Texas, Buda, Dallas, Houston, Oklahoma City
- Pacific Time -1 (When Scheduling Add 1 Hr)
  - Nevada, Oregon, Arizona

Resurvey Not Required

There are times when a resurvey that was requested by the Design team is no longer required. To remove a resurvey request so that the project goes back to the Design teams queue, do the following:

On the left side of the customers account under the 'Assistant' tab scroll down to the 'Site Survey' project assistant drop down arrow.
Under 'Schedule Resurvey', click the the circled drop down arrow, click accept, and then click complete.
This will then bring you to the 'Resurvey Information/Schedule Resurvey' page.
Under 'Schedule Resurvey' portion of the page, change the drop down option to 'Resurvey Not Required'.
Click Next

This will clear the Project Assistant step and remove the project from the queue.

Finally, fill out your project note and include any necessary details.

Adding a Service Tech

In order for a service ticket to appear on a surveyors schedule, the resource must be assigned to their name. There are times that you may need to manually assign their name to the ticket. For example, if there is a glitch in the system, you need to move technicians, or are cloning tickets.

To assign a technician, do the follow:

Open the service ticket by clicking on the appointment number. This will bring you to the service ticket 'Details' page.
Click the tab on the top left side of the page that says 'Related'
Scroll down to the 'Assigned Resources' section and click 'New'. This will bring you a subtab that says 'Assign New Resource' at the top.
In the 'Search Service Resource' bar, search the surveyors name and click to assign.
Press save

*You won't be able to assign technicians to service tickets if the scheduled date and time are not filled out and saved first*

Design Tab/Site Survey Dates

Under the Design Tab there is a section labeled "Site Survey" This section includes:

When the Initial Site Survey was scheduled/completed
When/why the survey was rescheduled/completed
The Resurvey details and the day it was scheduled/completed.
- "Resurvey Reason Details" is imputed by the Design Team and provide the information you will need to put into the 'Description' box when scheduling a resurvey.

When the information and dates aren't accurate on the design page, it will pull the account into the 'SITE SURVEY - Scheduled - Past Due' queue and the 'Missing Reschedule Reason' queue. These are found on the 'Site Survey Admin Dual Work Queues' dashboard.

Site Survey - Scheduled - Past Due Queue

To remove an account from the 'Site Survey - Scheduled - Past Due' queue, ensure that any dates that fall into the scheduled or completed sections are filled out correctly and it should leave the queue.
Resurveys will also occasionally come into the 'Site Survey - Scheduled - Past Due' queue. To remove these, just update the resurvey scheduled or completed sections and it should leave the queue.

Missing Reschedule Reason Queue

To remove an account from the 'Missing Reschedule Reason' queue, you will need to delete the existing reschedule reason (if a reschedule is not needed) or select a reschedule reason from the drop down.

Projects will not leave the 'Schedule Site Survey (All Types)' queue unless you create a ticket or leave a project note on the account through project assistant.

Cancelations

Follow the link below to find ION Solar's Cancelation SOP:

sites.google.com/ionsolar.com/generaloperations/standard-operating-procedures/escalation-resolution-sops/inbounding-cancellations

Page updated

Report abuse