Want to create interactive content? It’s easy in Genially!
O&M Home
Megan Dunne
Created on September 24, 2025
Start designing with a free template
Discover more than 1500 professional designs like these:
Transcript
Elective Removal and Reinstall (R&R)
Roof Leaks, Damage & Repairs
Operations & Maintenance (O&M)
Partner Quoting & Dispatching (FSDs)
What are you looking for?
Remi- Managed
Remi- Managed
R&R Intake
Elective R&R
Elective R&R
Additional Resources
R&R Basics
Remi Partnership
R&R | Sunrun-Managed
Managed through Project in Salesforce
Step 3: Roofing work Roof repair or replacement
Step 1 Intake Case and project creation
Step 2: Removal Removal Prep & Removal
Step 4: Reinstall Reinstall Prep & Reinstall
Step 5: Completion Closing the project and case
Completed with customer via chat or phone
R&R | Remi-Managed
Managed through Project in Salesforce
Step 3 Verify Reinstall
Step 4 Closing the project and case
Step 1 Intake: Case and project creation
Step 2: Verify Removal
Completed with customer via chat or phone
What are you looking for?
Simplified Workflow Banner
No Simplified Workflow Banner
Hazardous Situations
Additional Resources
PAGE
PAGE
Completed through case automation
O&M Simplified Workflow
Service Appointment
Stage 4 VerifyingResolution
Stage 1 Problem Identified Case Creation
Stage 3 Appointment Scheduling
Identified by Monitoring
Completed by Field Tech
O&M Simplified Workflow
Stage 1 Problem Identified - Case Creation
If customer reaches out:
1.4 Customer Identified
1.3 Monitoring
exising case
1.2 Attempting Remote Fix
1.1 Holding
no exisiting case
O&M Simplified Workflow
Stage 3 Customer Scheduling
If customer is unreachable:
3.4 Appointment Scheduled
3.3 Unresponsive - Outbound Call
3.2 Customer Self-Scheduling Sent
3.1 Ready for Scheduling
Production Guarantee + Breach Process
O&M Simplified Workflow
4.2 Asset Update Needed
Service Appointment Potential Outcomes
If two failed work orders:
Complete
Complete Follow-up Req'd
Case assigned to Case Manager
Cannot Complete
O&M Simplified Workflow
4.2 Asset Update Needed
Service Appointment Complete
If two failed work orders:
Not Healthy
- FS Process Stage: 4.3 Pending Findings Review
- Work Order assigned to: FS Return Visit Queue
Healthy
- Work Order Status: Complete
- FS Process Stage: Fixed
- Case Status: Closed
4.1Pending Appt Findings
Case assigned to Case Manager
O&M Simplified Workflow
4.2 Asset Update Needed
Service Appointment Complete - Follow up Required
If two failed work orders:
Clear path to resolution?
Case assigned to Case Manager
YES back to Stage 3.1: Ready for Scheduling
NO SES Support: Stage 4.3 Pending Findings Review
Additional Resources
Additional Resources
R&R Basics
Remi Partnership
Additional Resources
R&R Basics
Remi Partnership
Additional Resources
R&R Basics
Remi Partnership
Additional Resources
R&R Basics
Remi Partnership
Back to start
Step 1 Creating the Case
Step 2 Pre-ServiceAppointment Prep
Step 3 Post-ServiceAppointment Closeout
Step 4 If there are 3+ Truck Rolls
Step 5 Closing the Case
Sunrun-Managed
Service Pipeline Specialist
In damage cases, if a system removal is needed to to properly address the leak, there will be a Sunrun-Managed R&R project, where the system removal and reinstallation, in addition to the repair work, are managed. This full project template is also used for: - Backlogged migrated elective R&R projects - Non-Remi Managed markets: HI, NJ, (?)
Step 1 Creating the Case
Step 2 Pre-ServiceAppointment Prep
Step 3 Post-ServiceAppointment Closeout
Step 4 If there are 3+ Truck Rolls
Step 5 Closing the Case
R&R Intake
Customer Engagement
The customer can initiate the R&R process by calling or chatting with Sunrun (web or app). The Customer Engagement Specialist team will ask the customers some questions to understand their needs and then explain our partnership with Remi to them.
- Learn more about Removals & Reinstalls
- Learn more about our Remi partnership
R&R Intake
Customer Engagement
The customer can initiate the R&R process by calling or chatting with Sunrun (web or app). The Customer Engagement Specialist team will ask the customers some questions to understand their needs and then explain our partnership with Remi to them.
- Learn more about Removals & Reinstalls
- Learn more about our Remi partnership
Remi-Managed
CX Pro & Partner Planner
In most markets, Sunrun partners with Remi to complete elective removal and reinstallations, typically due to customers needing to do roof work. Remi will manage the project and communicate directly with the cusotmer, and the CX Pro and Partner Planner team will work with Remi and the customer to ensure the project is completely smoothly and up to Sunrun's standards. This involves a consolidated project template. Remi Managed = All markets but HI, PR, WA
Step 1 Creating the Case
Step 2 Pre-ServiceAppointment Prep
Step 3 Post-ServiceAppointment Closeout
Step 4 If there are 3+ Truck Rolls
Step 5 Closing the Case
Sunrun-Managed
Service Pipeline Specialist
In damage cases, if a system removal is needed to to properly address the leak, there will be a Sunrun-Managed R&R project, where the system removal and reinstallation, in addition to the repair work, are managed. This full project template is also used for: - Backlogged migrated elective R&R projects - Non-Remi Managed markets: HI, NJ, (?)
Step 1 Creating the Case
Step 2 Pre-ServiceAppointment Prep
Step 3 Post-ServiceAppointment Closeout
Step 4 If there are 3+ Truck Rolls
Step 5 Closing the Case
Remi-Managed
CX Pro & Partner Planner
In most markets, Sunrun partners with Remi to complete elective removal and reinstallations, typically due to customers needing to do roof work. Remi will manage the project and communicate directly with the cusotmer, and the CX Pro and Partner Planner team will work with Remi and the customer to ensure the project is completely smoothly and up to Sunrun's standards. This involves a consolidated project template. Remi Managed = All markets but HI, PR, WA