Customer Journey Comms Timeline
Hilary Prompongsator
Created on June 24, 2024
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Transcript
Sunrun Customer Journey Communications
Retail Signage
in Retail Stores
RETAIL & SALES
Lead Generation
Retail Brochure
in Retail Stores
Digital, TV, & Ads
Owned Social Media Channels
[List out here]
[List examples]
Door Hangers
at customer's home
Sunrun.com
on our website
3rd Party Site/Ad
online
Battery Retrofit to Lead Gen
to non-battery customers
Media
Phone
Text
Sunrun Customer Journey Communications
Fresh Dialer
1-15 call attempts
RETAIL & SALES
Pre-Sale | Part 1
Long Dialer
16-24 attempts, as needed
Retail (3rd Party) Appointment Booking
Confirmed quote; Solar concierge outreach T1 (eComm)
20 mins after quote confirmed
Lead Nurture T1 (eComm)
1 hour
Media
Phone
Text
AIR Lead Nurture T2 - Sunrun Reservation/Price Plan
1 hour
CA Prospect Nurture Flow
Confirmed reservation (eComm)
20 mins after reservation made
Lead Nurture T2 (eComm)
Day 2
1 hour
Sunrun Customer Journey Communications
Day 3
RETAIL & SALES
Pre-Sale | Part 2
Lead Nurture T3 (eComm)
Day 4
Solar concierge outreach T3
AIR Lead Nurture T3 - Active Lead - Why Sunrun?
Week 1
Media
Phone
Text
Still interested in Solar?
Day 10
Solar concierge outreach T2
Day 6
Lead Nurture T4 (eComm)
Day 7
AIR Lead Nurture T4 - Active Lead - Are you ready to go solar?
Week 1
AIR Lead Nurture T5 - Get solar quote
Week 1
Solar concierge outreach T4
Day 9
Sunrun Customer Journey Communications
Field Sales
SALES
Sales Consultation + Sunrun Approval
Solar Consultation Confirmation
Field Sales
Credit Check Application
Credit Check Approval
Sales Folder at Sales Appointment
left by sales rep (in person)
Sales Proposal
in ONE or SPLAT
Customer Signed Agreement
via DocuSign
Customer Agreement + ACH
countersigned by Sunrun
Media
Phone
Text
Solar Consultation Scheduled
Verification Call
Proposal
During the appointment
Customer signature
Sunrun Customer Journey Communications
Welcome & Home Review Scheduled
POWERHOUSE | SITE SURVEY
Home Survey
Home Review Confirmation
Home Review Reminder
Home Review Reminder from Site Tech
24-hours before home review scheduled date
24-hours before home review scheduled date
Home Review Complete
Doorhanger Leave Behind)
Media
Phone
Text
Home Review Reminder
30-min prior to appointment
Sunrun Customer Journey Communications
DESIGN & ENGINEERING + SALES
System Design + Customer Approval
Customer Approved Plan (CAP) Package
CX Pro - Installation Expert Intro Call
Sales & Consultation NPS Survey
1 business day after CAP Date Approved
Media
Phone
Text
Sunrun Customer Journey Communications
POWERHOUSE | PERMITTING
City Permitting
Permit Submitted
Awaiting Permit
Costco Payment Reminder
Media
Phone
Text
Sunrun Customer Journey Communications
Task trigger - Branch Efficiency Specialist (BES)
POWERHOUSE | INSTALLATION CREWS
System Installation
Install Appointment Confirmation
Install Appointment Reminder
Install Complete & Activation Expert Intro
Install Complete
door hander leave behind
Installation NPS Survey
(1 business day after Completion of Construction)
CX Pro Activaiton Expert - Intro & Install Call
Media
Phone
Text
Schedule Install Appt
Sunrun Customer Journey Communications
EXPERIENCE | INTERCONNECTION + ACTIVATION EXPERT
Utility Approval + System Activation
PTO Notification
Media
Phone
Text
Interconnection Submitted
PTO Notification
CX Pro Activation Expert - Activation Call
Activation (New Customer) NPS Survey
1 business day after Activation Call task completed
Sunrun Customer Journey Communications
Monthly System Performance Report & Bill
EXPERIENCE | CUSTOMER ENGAGEMENT + FIELD SERVICE SUPPORT
Post-Activation Support
6-month Value Report
Annual Value Report
Annual Value Report
Solarversary NPS Survey
Earth Day Report
Year End Report
Every December
Monthly Bill
for TPO customers
Media
Phone
Text
Annual recurring communications
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Create a new layer with all the Genially features.
Bring it to life with an interactive window
Got an idea?