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WORK TYPES:
Site Survey V2 - Standard = First surveys only. (Scheduled by Sales support for the time being.)
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 Steps with links:
CONTACT ATTEMPTS:
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.
DETAILED STEP BY STEP:
Please make sure you check for some available times on Gantt before reaching out to the customer. Make sure to be aware of any special circumstances or if the customer is escalated or concerned in any way. Double-check the reschedule/resurvey reason, project notes, previous text messages, and Chatter. Be aware of any special situations. If you have questions talk to your supervisor
CALL
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
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
Email through the team email in google. Use the templates in there.
Use PA Steps to Schedule and Leave Project Notes
Use PA Steps to Schedule and Leave Project Notes
Select whether you are scheduling the survey or leaving a contact attempt note.
If scheduling:
Select a Surveyor
Note whether customer is required
Add the Description
Fill in Date and Time
Leave a Project Note:
Select a Communication Chanel
Select a Department Topic and Sub Topic
Change Note Type to "Contact"
Write a Subject Line
Write the Project Note
RESCHEDULING
RESCHEDULING
What is done during a Site Survey?
Exterior:
Roof and step-back photos
Brittle test (bending the shingles to see wear)
Photos of the entire electrical system
Interior:
Photos of any sub panels
Access to all attic access for photos and measurements of the structural component of the roof
Scheduling Step by Step:
Open the Salesforce Site Survey Admin Dual Work Queues
Open the Schedule Site Survey (All Types) queue
Open the first 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 Rescheduling
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.
for any of the other accounts and check the drive time from one account to the other.
Grab the customers address and past it into Google Maps.
Open Gantt
Open the account again and scroll all the way down to the bottom of the project. Click Schedule Appointment
Select all the appropriate fields for the type to reschedule. If it's just Interior or Exterior be sure to specify and select the correct work type. Leave a note of what is needed. Be more specific if it is something we need to get outside of the norm.
Once the appointment is scheduled and confirmed with the customer we need to dispatch the Service Appoiment
Leave a project note
RESURVEYS
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.
Open the Salesforce Work Queues dashboard
Open the SITE SURVEY - RESURVEY NEEDED (ZERO) queue
Complete the steps in the same way as you would for a reschedule.
RESURVEY NOT NEEDED
RESURVEY NOT NEEDED
Resurvey not needed:
Resurvey not needed:
After we have verified with Compliance, Design, or Engineering that the resurvey is not needed we need to go to the remove that the resurvey is required and notate.
Go to the Design Page and delete the resurvey required date and copy the resurvey details to the reschedule details field
We need to fill out the info as follows
Resurvey request [resurvey required date] - [information in the resurvey request]
Use the following template to notate updates in the reschedule details field.
[date] - [initials] [update]
We should paste the most recent info at the top of the text box. Below is an example of all of this:
SURVEY/RE-SURVEY COMPLETE
SURVEY/RE-SURVEY COMPLETE
Site Survey Complete
Site Survey Complete
Resurvey Complete
Resurvey Complete
After a Site Survey is complete we must mark the Site Survey - Home Visit complete in Project Assistant so the Design page reflects the Survey completion.
After a Resurvey is complete we must mark the Resurvey Completed field on the Design page in Salesforce
Verify the most recent Site Survey service appointment is marked Completed
Verify new photos were uploaded in the Field Pro Images section of file browser.
Go to the Site Survey section of Project Assistant and accept and then complete the Site Survey - Home Visit
Open the design page
Make sure all of the site Survey Completion fields are filled in
Verify the most recent Site Survey service appointment is marked Completed
Verify new photos were uploaded in the Field Pro Images section of file browser.
Open the design page
Mark the Resurvey Completed field under the Site Survey section
Leave a Project Note
SURVEY/RE-SURVEY CANNOT COMPLETE
SURVEY/RE-SURVEY CANNOT COMPLETE
Site Survey Cannot Complete
Site Survey Cannot Complete
Resurvey cannot Complete
Resurvey cannot Complete
After a Site Survey is marked cannot complete we must update the Site Survey Reschedule Required field on the design page in salesforce with today's date so the account pushes to a reschedule queue.
After a Resurvey is marked cannot complete we must update the Resurvey Required field on the design page in Salesforce with today's date so the account pushes to a reschedule queue.
Verify the most recent Site Survey service appointment is marked Cannot Complete
Check the reason why they could not complete the survey. If it was a partial completion make sure to schedule only for what is needed. ie. Exterior or Interior needed.
Verify photos for the partial completion were uploaded in the Field Pro Images section of the file browser. Check the date to make sure it matches the service appointment date
Open the design page
Mark the Reschedule Required field under the Site Survey section
Leave a Project Note using the Site Survey Cannot Complete log code.
Verify the most recent Site Survey service appointment is marked Cannot Complete
Check the reason why they could not complete the survey. If it was a partial completion make sure to schedule only for what is needed. ie. Exterior or Interior needed
Verify photos for the partial completion were uploaded in the Field Pro Images section of the file browser. Check the date to make sure it matches the service appointment date
Open the design page
Mark the Resurvey Required field under the Site Survey section again
Leave a Project Note using the Resurvey Cannot Complete log code.
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