Your CRM, from login to a booked appointment
Eight steps, about 25 minutes. Do each one in the CRM while you read, check what you should see, then mark it done. Stuck on a step? Message us in Slack.
Log in and get set up
Open the invite email from the CRM (check spam), set your password, and log in. Pick Residential Distributed Energy Program (RDEP) if it asks which account.
Use Google Chrome on a computer, with one CRM tab open. When the browser asks for the microphone, click Allow.
The RDEP dashboard, with Contacts, Conversations and Calendars in the left menu.
Other browsers cause stuck or silent calls. If calls spin or have no sound, switch to Chrome first.
Find your leads
Contacts
You only see the leads assigned to you. Save a view you'll use every day: Add a view, name it (for example "Never called"), add the columns Lead Score and Lead Tier, and sort by Last Activity.
Your own leads only. Each lead can carry several phone numbers.
A higher lead score means a better fit for the program, not that they'll answer. Your skill on the phone matters more than the score.
Check your phone number
Open any lead and click the phone icon next to a number. Look at the from number on the dial pad.
Your own RDEP number. Every setter has one dedicated number, never shared, so callbacks come back to you.
Wrong or missing number: stop and message us in Slack.
Make calls the right way
9 AM to 8 PM Central, Monday to Saturday. Never Sunday. A lead outside Central time gets 9 to 8 in their own local time.
Per phone number, not per lead: at most 3 calls in 24 hours and 6 in 14 days. Try each number on the lead before you move on.
"Call failed" usually means a bad number, not your dialer. One failed call and that number is dead; go to the next number. Two leads in a row failing on every number: tell us.
- Let a call end before you dial the next one.
- Stuck screen: refresh the page (F5). Don't log out.
Fill in what you learned
On the lead, fill the appointment-setter fields on the left to match your checklist questions: Homeowner?Co-op?Grid / Solar?If solar: leased?
Add a short note with only what the rep must know.
The answers saved on the lead. The rep reads them before the visit.
Whole-home generator wired to the panel: no appointment. A portable generator is fine.
Book the appointment
On the lead: Add appointment > Meeting > calendar: New Appointments > status: Unconfirmed > date and time > Save
The form starts on Confirmed. Change it to Unconfirmed every time.
The appointment on the New Appointments calendar, marked Unconfirmed. Never book on your own calendar.
- Offer two times: "I have a 10:00 or an 11:15." Best window is 10 AM to 5 PM Central; evenings are fine.
- Leave about 3 hours before they have to leave. If they leave at 4, book by 1.
- Tell them it's a 1-hour arrival window and about 20 minutes once the rep is there.
Book this one on the practice lead your trainer shows you at the walk-through, not on a real homeowner.
After you book
- The manager is told about every new appointment and assigns a sales rep.
- You keep the lead until the manager moves it, and you're credited in the Booking Setter field.
- Managers may give you tasks, such as calling back a no-show to rebook. Never give up on a no-show.
Promised a callback? Add a task on the lead (the clipboard icon on the far right) with a short reminder.
Take me off your list
If anyone says take me off your list or don't call me: thank them, end the call politely, and mark the call DNC in the call outcome.
The lead is set to do-not-disturb. It drops out of calling for everyone. That's correct.
That's the job.
You can log in, find your leads, call from your own number, book on New Appointments as Unconfirmed, and close out a call. From here the manager assigns a rep, and you stay credited as the booking setter.
Stuck? Message us in Slack