Accounts are notated differently during different states of the retention process. Sellers and customers are also notified during the stages.
Who triggers project cancellation/disqualification actions:
Requested Cancellation: By homeowner or sales rep
Project Disqualification: By Palmetto or local municipality
Unresponsive Customer: Following 3X outreach attempts by CL in 14 days
Retention Terminology:
(This terminology was updated Aug. of 2023)
Pre-CRC: formerly “Closed-Lost” → now “Disqualified”
Post-CRC: formerly “Retention” → now “Pending Cancel”
Post-CRC: formerly “Canceled” → remains the same
Pre-CRC: If a project is disqualified as a sales rep you will now be able to see that it is disqualified and be able to read any notes associated with that. You and the homeowner will receive an automated communication via text and email when the project has been disqualified. The communication details will show in the Outreach Module section.
Post-CRC: If a project needs information and no one is responding, Palmetto can mark the project to start the Cancellation Countdown. As a sales rep you will see that the countdown of 21 days has started and the information needed to resolve and why.
You and the homeowner will receive automated communications via text and email when:
The countdown is initiated (day 21)
A week later (day 14)
A week later (day 7)
48hrs before we cancel the project (day 2)
If cancellation occurs, you will receive a final communication. All communications details will show in the Outreach Module section.
Note: For legacy projects and those with Sunnova as the financier, we continue to manage these in Salesforce instead of Alchemy, therefore we will display simplified messaging in Alchemy and log automated outbound communications at the bottom of the Contact page in the Activity History section.
Legacy Pre-CRC:
