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SMART CHECKLIST

SMART SUPPORT FORM

SMART SUPPORT FORM

ECO APPOINTMENTS

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SNIPPET WORLD

MAIN MENU

SMART PAYG MEX

COMINGSOON

SNIPPET WORLD

SMART PAYG MEX

ECO APPOINTMENTS

COMINGSOON

COMINGSOON

EBSS REISSUE FORM

EBSS REISSUE FORM

EBSS REISSUE FORM

COMINGSOON

SMART CHECKLIST

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NOT SMPAYG CHECK

SMART ELIGIBILITY CHECKS

MOP PRESENCE CHECK

E7 TPR REGISTER CHECK

METER REGISTERS CHECK

MTDS PRESENT/CORRECT CHECK

uSMART LOGO CHECK

CLICK TO TICK

CLICK TO TICK

CLICK TO TICK

CLICK TO TICK

CLICK TO TICK

CLICK TO TICK

CLICK TO TICK

ESSENTIAL SMART CHECKS CHECKLIST

EBSS REISSUE FORM

EBSS REISSUE FORM

SMART SUPPORT FORM

ECO APPOINTMENTS

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SNIPPET WORLD

MAIN MENU

SMART PAYG MEX

PREPA Y MENT

SNIPPET WORLD

SMART PAYG MEX

EBSS REISSUE FORM

SMART SUPPORT FORM

ECO APPOINTMENTS

PREPA Y MENT

EBSS REISSUE FORM

SMART SUPPORT FORM

SMART SUPPORT FORM

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SNIPPET WORLD

SMPAYG MEX

ECO APPOINTMENTS

MAIN MENU

EBSS FORM

SMART SUPPORT FORM

BOOKINGAN ECOAPPOINTMENT

GUIDANCE ON WHAT THE ECO TEAMWILL ASK YOU AND HOW BEST TOPREPARE FOR A CALL TO THEM

ECO APPTS

ARE YOU AT THE ADDRESS NOW?

ECO APPTS

STEPONE

They MUST BE AT and REMAIN at the address

mo IN fo

?

?

?

refresh

refresh

3 VITALQUESTIONS

ARE YOU AT THE ADDRESS NOW?

ARE YOU OFF SUPPLY?

They must be totally off supply, no EC

ARE YOU LIVING AT THE ADDRESS?

ECOES will not book if it's unfurnished

If a customer still has crediton their meter, it is unlikelythat the ECO team will accepta booking, so recommendthat they call back once theyare completely off supply

Landlords have a habit of contacting us ahead of moving new tenants in. They often claim to be living at the property so they can get us to book an ECO so they don't have to wait for a BAU appointment. Consider asking if the property is furnished.

ECO appointments commonly take place within 3 hours of an accepted booking, but some can take place anytime up to 8pm (usually National Grid appointments). The customer MUST remain at the property until our technician arrives.

NEXT STEP

ARE YOU AT THE ADDRESS NOW?

ECO APPTS

STEPONE

They MUST BE AT and REMAIN at the address

mo IN fo

?

?

?

refresh

refresh

3 VITALQUESTIONS

ARE YOU AT THE ADDRESS NOW?

ARE YOU OFF SUPPLY?

They must be totally off supply, no EC

ARE YOU LIVING AT THE ADDRESS?

ECOES will not book if it's unfurnished

If a customer still has crediton their meter, it is unlikelythat the ECO team will accepta booking, so recommendthat they call back once theyare completely off supply

Landlords have a habit of contacting us ahead of moving new tenants in. They often claim to be living at the property so they can get us to book an ECO so they don't have to wait for a BAU appointment. Consider asking if the property is furnished.

ECO appointments commonly take place within 3 hours of an accepted booking, but some can take place anytime up to 8pm (usually National Grid appointments). The customer MUST remain at the property until our technician arrives.

NEXT STEP

To save yourself a lotof time, open a notes box under the event tab and type...

k.eco

ECO APPTS

STEPTWO

THE ECOSNIPPET CODE

ARE YOU AT THE ADDRESS NOW?

Fill in and PIN these notes to the account before callingthe ECO team on

THEY SHOULD HAVE SAID

REMEMBER

YES

TO THESE 3 QUESTIONS

ARE YOUCURRENTLYOFF SUPPLY?

ARE YOU AT THE ADDRESS NOW?

ARE YOU LIVING AT THE ADDRESS?

0345 300 0309

NEXT STEP

ECO APPTS

STEPTHREE

CONFIRMATIONAND GSOS

"As part of our Guaranteed Standards of Service we will make a payment to you if we don't arrive at your property when we say we will. you can view our guarantee standard of service on our website"

CONSIDER SENDING THEMA TEXT DURING YOUR WRAP TIME USING THE SNIPPET CODE

ALSO

THIS TEXT

If you've confirmeda booking to the cusotmer, don'tforget to read our GSOS statement to them

t.eco

CONFIRMS THE ECO APPOINTMENT BOOKINGADVISES OF OUR GSOS WITH A LINK FOR MORE INFO ON THISOUR OUT OF HOURSPHONE NUMBERA LINK TO THE WAYS WE CAN BE CONTACTED WHEN OPEN/CLOSED

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WHAT KFORD CANT BOOK?

KFORD HAVE ADVISED THEY CAN'T BOOK SMPAYG APPOINTMENTS FOR:SPLIT ACCOUNTS ACCOUNTS WITH VARYING FUEL TYPES / METER TYPESi.e. ELECTRIC PREPAYMENT + GAS SMETS 2IF YOU HAVE THE ABOVE SITUATION, WE SHOULD BE ABLE TO EXCHANGE THE ELECTRIC TO A SMART CREDIT METER BEFORE REQUESTING FOR IT TO REMOTE SWITCHED TO SMPAYG MODE

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WHAT KIND OF SNIPPET?

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TEXT SNIPPETS

When sending...

Snippets Main Menu

Other Text Snippets

OUR EMAIL ADDRESS= t.emaOOH CONACT INFO= t.oohECO BOOKINGDETAILS= t.eco

AN RTI CODEelec = t.rtiegas = t.rtig

A PAYMENT REFERENCE= t.payTHEIR PREVIOUS READINGS= t.readIVIE LINKAND DETAILSt.ivie

Electric Shop Instructions= elecshop.bol

Gas Shop Instructions= gasshop.bol

APPOINTMENTBOOKING DETAILS= t.app

Snippets Main Menu

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GMAIL SNIPPETS

PPMIP S/R = g.ppm

When contacting teams for support

IFA MEX S/R = g.ifa

S/R = support request

ECO appointments commonly take place within 3 hours of an accepted booking, but some can take place anytime up to 8pm (usually National Grid appointments). The customer MUST remain at the property until our technician arrives.

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SALES

THE QUOTE

If the customer isn't able to provide a previous EAC

Advise the customer that we can instead quote them using the Ofgem Estimated Consumption Figures whichare based on the size of their property which is largelybased on how many bedrooms it has

1 to 2 = Low usage = 1800kw (elec) = 8000kw (gas)3 to 4 = Medium usage = 2900kw (elec) = 12000kw (gas)5+ = High usage = 4300kw (elec) = 17000kw (gas)

Before discussing an estimated quote with the customer, it's helpful to know how they intend to pay for their energy usage as they are commonly put off at the idea of paying by direct debit if the estimated quote is rather substantial

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SALES

THE QUOTE

Firstly, emphasise that it is just an estimate on the 'average' usage, so their own usage and cost may be lowerR.O.B. = Customers may choose not to pay by DD if the quote we give them is rather highTHE POSITIVE = If their usage is lower than the estimate, they would only be billed for this and not be tied in to a higher direct debit (which they commonly contest/complain about payingduring the Summer months when their usage is low)THE NEGATIVES = They won't receive a discounted rate that customers benefit from when paying by DD and they could incur late payment fees if they don't pay their balance within anadvised time frame

How to not put customer's off with an estimated quote

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SALES

THE QUOTE

Firstly, emphasise that it is just an estimate on the 'average' usage, so their own usage and cost may be lowerDIRECT DEBIT = These customers may wish to benefit from the discounted rates but not be keen on paying a large DDTHE POSITIVE = If they believe their usage will be low, consider promoting VARIABLE DIRECT DEBIT where they are only charged for their actual uage each month (not a fixed projection)THE NEGATIVES = They sometimes struggle to understand why the DD would be so high (especially in the Summer), so explain that we calculate this by working out what their annual spend would be and then divide this by 12 months, but this does get reviewed throughout the year (seasonal changes/rates changes)

How to not put customer's off with an estimated quote

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SALES

THE QUOTE

If they advise that they are only a small family or single person, you could advise that it's more than likely that their usage will be considerably lower than the estimated averageIf we are in or moving towards the Summer months, highlight that the majority if customer's usage is much lower during this period so a VARIABLE DD may be an attractive option to themYou can advise that the things that impact a household's usage are:

How to not put customer's off with an estimated quote

SLACK

KRAK

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Further Work

Environmental

Core

SLACK MESSAGES

Appointment

DCC Message

Good news

IHDs

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ECO APPOINTMENTS

PP

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EBSS FORM

SNIPPET WORLD

SMPAYG MEX

ECO APPOINTMENTS

SALES