ION ORACLE - Site Survey Admin

Site Survey ADMIN - SOP

Starting Nov 2022 we will be attempting to schedule any survey that needs to be scheduled/rescheduled on a same-day slot. This process will be called RTS or Real-Time Scheduling

RTS Expectations:

We have 30 min to drop a survey on a surveyor. This is 30 mins after the normal appointment start, not when the surveyor marks cannot complete.
Travel time needs to be less than 15 mins away. This is 15 mins from where they are currently and 30 mins from where their next appointment is.
Surveyor cannot make plans during that 30 min window in case we find a customer for them
Surveyors who contact the next customer themselves need to let the admin team know so we don't waste time getting sooner appointments.
Due to it being difficult to contact customers early to have them moved to the same day, we will only perform RTS for 10:30 AM, 1:00 PM, and 3:30 PM appointment times.

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.

CHECKLIST OF STEPS:

REAL TIME SCHEDULING

DETAILED STEP-BY-STEP

Two Path options:

Survey marked Cannot complete - Notified by Surveyor

1. 1. Surveyor notifies
  2. Open the Gantt and review
  3. Find an appointment
  4. Call the customer through Zoom
    1. If you cannot reach the customer restart steps
    2. Confirm the appointment with the Customer and move to step 7
  5. Confirm the appointment with the Surveyor

Survey marked Cannot complete - Project in the RTS queue

1. 1. Open the RTS Queue
  2. Review the comments
  3. Text the surveyor
  4. Open the Gantt and review
  5. Find an appointment
  6. Call the customer through Zoom
    1. If you cannot reach the customer restart steps
    2. Confirm the appointment with the Customer and move to step 7
  7. Confirm the appointment with the Surveyor

Survey marked Cannot Complete - Notified by Surveyor

1. Surveyor notifies

1. Open the Gantt and review the next couple of days.

1. Find an appointment that fits with the RTS expectations.

1. Call the customer through Zoom (Use the script below)
  1. If you cannot reach the customer restart steps until you find a customer that can be scheduled today
  2. If you reach the customer, confirm whether or not they are good with the appointment.

1. If the customer confirms, Call/Text the surveyor the information for the appointment through google voice and confirm that the surveyor will go out.

Survey marked Cannot Complete - Project in the RTS queue

1. Open the RTS Queue

1. Review the comments (If the surveyor is sick, hurt, or otherwise unable to complete we will not be scheduling them.)

1. Open the Gantt, review the appointment that was scheduled and next couple of days.

1. Find an appointment that fits with the RTS expectations.

1. Call the customer through Zoom (Use the script below)
  1. If you cannot reach the customer restart steps until you find a customer that can be scheduled today
  2. If you reach the customer, confirm whether or not they are good with the appointment.

1. If the customer confirms, Call/Text the surveyor the information for the appointment through google voice and confirm that the surveyor will go out.

Basic Script

"Hello [CUSTOMER NAME], This is [NAME] with ION Solar's Scheduling Team calling on a recorded line. We are reaching out because we had an opening for today for a sooner Site Survey appointment. The time the surveyor would come out today would be [TIME]. Would today at [TIME] work for you, Or would you prefer to keep your originally scheduled appointment which is scheduled for [Original DATE] at [Original TIME]?"

RESCHEDULE CONTACT ATTEMP

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.

1 contact attempt = 1 call, 1 text, and 1 Email

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.

If we hit 10 contact attempts we need 10 business days from our initial scheduling attempt. If the customer contacts back to anyone 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 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 recorded line statement. 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 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.

Input the customers phone number into Zoom Callbar

Press ENTER or the phone call button make the call

Send the text

Fill in your Project Note

Mark the Last Contact - Site Survey field on the Design page of Salesforce with today's date

Do not put the date earlier than today's date and do not put in previous dates

SOP - SITE SURVEY - Reschedule Contact Attempt

RESCHEDULING

PURPOSE: Instructions to reschedule a Site Survey

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

DETAILED STEP BY STEP:

I. Rescheduling

Review the account

We need to review the account and see why we are needing to reschedule.

Open the Salesforce Work Queues dashboard

Open the SITE SURVEY - RESCHEDULE NEEDED (ZERO) 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.

Check Service appointment Comments section to see if there is anything stating why we need a reschedule. Open the design page next

Review the Reschedule Reason. The reason should tell us why we need to go back out

Review Text Messages from the Site Survey Department and other departments. Check Project Notes. We want to see if anyone had touched the account already for rescheduling.

Proceed with Rescheduling

Grab the customers address and past it into Google Maps.

Open Gantt

Find the market the customers home is located in. Review the white (open) sections on Gantt for availability

Grab the address for any of the other accounts and check the drive time from one account to the other. We cannot go more than a 45 min drive time. Make sure we are avoiding tolls. This distance is good

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

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:

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

Site Survey 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

Site Survey 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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