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Customer Journey Comms Timeline

Megan Dunne

Created on June 24, 2024

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Transcript

Sunrun Customer Journey Communications

Text

RETAIL & SALES

Media

Lead Generation

Phone

Print

Email

Retail Signage

Door Hangers

Digital, TV, & Ads

3rd Party Site/Ad

at customer's home

[List examples]

in Retail Stores

online

Battery Retrofit to Lead Gen

Owned Social Media Channels

Sunrun.com

Retail Brochure

on our website

in Retail Stores

to non-battery customers

[List out here]

Sunrun Customer Journey Communications

Text

RETAIL & SALES

Media

Pre-Sale | Part 1

Phone

Print

Email

CA Prospect Nurture Flow

Retail (3rd Party) Appointment Booking

Fresh Dialer

Lead Nurture T2 (eComm)

Confirmed quote; Solar concierge outreach T1 (eComm)

1-15 call attempts

20 mins after quote confirmed

Day 2

1 hour

Confirmed reservation (eComm)

Lead Nurture T1 (eComm)

Long Dialer

AIR Lead Nurture T2 - Sunrun Reservation/Price Plan

16-24 attempts, as needed

20 mins after reservation made

1 hour

1 hour

Sunrun Customer Journey Communications

Text

RETAIL & SALES

Media

Pre-Sale | Part 2

Phone

Print

Email

Solar concierge outreach T3

Solar concierge outreach T2

Still interested in Solar?

AIR Lead Nurture T3 - Active Lead - Why Sunrun?

AIR Lead Nurture T5 - Get solar quote

Week 1

Week 1

Day 10

Day 6

Day 3

Lead Nurture T3 (eComm)

Solar concierge outreach T4

Lead Nurture T4 (eComm)

AIR Lead Nurture T4 - Active Lead - Are you ready to go solar?

Week 1

Day 4

Day 9

Day 7

Sunrun Customer Journey Communications

Text

SALES

Media

Sales Consultation + Sunrun Approval

Phone

Print

Email

Customer Signed Agreement

Verification Call

Sales Folder at Sales Appointment

Solar Consultation Scheduled

Credit Check Application

via DocuSign

left by sales rep (in person)

Field Sales

Solar Consultation Confirmation

Credit Check Approval

Customer Agreement + ACH

Sales Proposal

in ONE or SPLAT

countersigned by Sunrun

Field Sales

Customer signature

Proposal

During the appointment

Sunrun Customer Journey Communications

Text

POWERHOUSE | SITE SURVEY

Media

Home Survey

Phone

Print

Email

Home Review Reminder

Home Review Reminder

Welcome & Home Review Scheduled

24-hours before home review scheduled date

30-min prior to appointment

Home Review Complete

Home Review Reminder from Site Tech

Home Review Confirmation

24-hours before home review scheduled date

Doorhanger Leave Behind)

Sunrun Customer Journey Communications

Text

DESIGN & ENGINEERING + SALES

Media

System Design + Customer Approval

Phone

Print

Email

CX Pro - Installation Expert Intro Call

Sales & Consultation NPS Survey

Customer Approved Plan (CAP) Package

1 business day after CAP Date Approved

Sunrun Customer Journey Communications

Text

POWERHOUSE | PERMITTING

Media

City Permitting

Phone

Print

Email

Awaiting Permit

Permit Submitted

Costco Payment Reminder

Sunrun Customer Journey Communications

Text

POWERHOUSE | INSTALLATION CREWS

Media

System Installation

Phone

Print

Email

Schedule Install Appt

Install Appointment Reminder

CX Pro Activaiton Expert - Intro & Install Call

Install Complete

door hander leave behind

Task trigger - Branch Efficiency Specialist (BES)

Install Appointment Confirmation

Installation NPS Survey

Install Complete & Activation Expert Intro

(1 business day after Completion of Construction)

Sunrun Customer Journey Communications

Text

EXPERIENCE | INTERCONNECTION + ACTIVATION EXPERT

Media

Utility Approval + System Activation

Phone

Print

Email

CX Pro Activation Expert - Activation Call

PTO Notification

Activation (New Customer) NPS Survey

Interconnection Submitted

PTO Notification

1 business day after Activation Call task completed

Sunrun Customer Journey Communications

Text

EXPERIENCE | CUSTOMER ENGAGEMENT + FIELD SERVICE SUPPORT

Media

Post-Activation Support

Phone

Print

Email

Monthly System Performance Report & Bill

Solarversary NPS Survey

Annual Value Report

Year End Report

Every December

Earth Day Report

6-month Value Report

Annual Value Report

Monthly Bill

for TPO customers

Annual recurring communications

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • 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.