New Community: Email/SMS LightReach Customer Correspondence

During the project life cycle, LightReach will send correspondence via email and SMS to customers to ensure they are kept up to date on their project's progress and to prompt them to complete administrative tasks. In this article we will advise of the type of correspondence sent and the timing as it corresponds to each milestone.

Correspondence Timing Based on Finance Portal 'Progress Tracker'

Notice to Proceed (M0)

Although the credit application is not required to be completed during the NTP stage, the sales rep can send the credit application by clicking on "Email Credit App" within the finance portal. The email subject line is: "Complete Your Palmetto LightReach Credit Application"
Account Sign up Invite Sent is sent via email with a subject line: "Welcome to LightReach, Activate Your Financing". This email can be sent by the sales representative by clicking on the "Send Invite" button within the portal.
When account reaches, NTP approval, the customer automatically receives an order confirmation via email with subject line: "Thank you for your LightReach order" with details on their Energy Plan Term, Energy Plan Payments, ACH details.

Install (M1)

1 Day after NTP approval - customers receive an automated email with subject line: "Welcome to LightReach by Palmetto!" introducing them to LR and inviting them to check their project status on home.palmetto.com
1 Week after NTP approval - customers receive an automated email with subject line: "What to Expect as Your System is Installed" advising of next steps in their solar project such as site assessment, permitting and utility approvals, as well as system installation and final inspections.
2 Weeks after NTP approval - customers receive an automated email with subject line: "Confused by Solar Terms? We've Got You Covered"
When the Install package is approved in the finance portal, the stage will enter the "verification" stage in the Palmetto App. Customers receive an automated email and SMS with a project update titled, "Your Project is moving along".

Activation (M2)

Customers receive an automated email and SMS with subject: "Your solar system is producing clean energy" when the installer notifies LightReach that PTO was granted by the utility. This email informs the customer of final quality control checks done by LightReach, no action needed from customer.

Post Activation (M3)

PTO Confirmed + 1 week - an automated email and sms is sent to customer with subject: "Understanding your LIghtReach Solar Billing"
PTO Confirmed + 2 weeks - an automated email and sms is sent to customer with subject: "Understanding Net Metering & Your LightReach System"
PTO Confirmed + 3 week - an automated email and sms is sent to customer with subject: "When to Expect Savings from Your LightReach Solar System"
Activation Milestone Complete - when the activation milestone is deemed complete an automated email and sms is sent to customer with subject: "Your Installation is Complete"

Correspondence Timing Based on the Palmetto App Account 'Project Progress Tracker'

Onboarding

Although the credit application is not required to be completed during the Onboarding stage, the sales rep can send the credit application by clicking on "Email Credit App" within the finance portal. The email subject line is: "Complete Your Palmetto LightReach Credit Application" The onboarding status will be marked as a half bubble until all tasks in this stage are complete.
Simultaneously, the rep can also send the "Welcome to LightReach! Activate Your Financing" email by clicking on 'Send Invite' button within the portal. This is sent to customer inviting them to sign up for their Palmetto App account.
When the customer has completed the Onboarding milestone/tasks, the bubble will be marked full with a checkmark and the customer will automatically receive an order confirmation via email with subject line: "Thank you for your LightReach order". It will confirm details on their plan term, the monthly payment, and ACH.

Installation

1 Day after NTP approval - customers receive an automated email with subject line: "Welcome to LightReach by Palmetto!" introducing them to LR and inviting them to check their project status on home.palmetto.com. The Installation status will be marked with a half bubble until all tasks are completed by customer and installer.
1 Week after NTP approval - customers receive an automated email with subject line: "What to Expect as Your System is Installed" advising of next steps in their solar project such as site assessment, permitting and utility approvals, as well as system installation and final inspections.
2 Weeks after NTP approval - customers receive an automated email with subject line: "Confused by Solar Terms? We've Got You Covered"

Verification

When the Install package is approved in the finance portal, the stage will enter the "verification" stage in the Palmetto App. Customers receive an automated email and SMS with a project update titled, "Your Project is moving along". The verification status will be marked with a half bubble until all tasks are completed by customer and installer.

Activation Review

When the installer notifies LightReach that PTO has been granted, an automated email and SMS is sent to customer with subject: "Your solar system is producing clean energy". This email informs the customer of final quality control checks done by LightReach, no action needed from customer.
PTO Confirmed + 1 week - an automated email and sms is sent to customer with subject: "Understanding your LIghtReach Solar Billing"
PTO Confirmed + 2 weeks - an automated email and sms is sent to customer with subject: "Understanding Net Metering & Your LightReach System"
PTO Confirmed + 3 week - an automated email and sms is sent to customer with subject: "When to Expect Savings from Your LightReach Solar System"
Activation Milestone Complete - when Lightreach grants approval of all PTO documents, the account is updated to show the system's solar production and an email and sms is sent to customer with subject: "Your Installation is Complete"

Email + SMS Notifications	Visuals
Palmetto Account Sign Up Email	Sent to customer during the Onboarding which is the "Notice to Proceed stage in the finance portal Click for visual
Task Reminders (Email/sms)	Task reminders are sent via email and SMS to customer. See section A for timing of these notifications. Click for visual
Notice to Proceed Approved (Order Confirmation email)	Sent during the Onboarding & Notice to Proceed stage. subject line: "Thank you for your LightReach order". The email confirms details on their plan term, the monthly payment, and ACH. Click for visual
Notice to Proceed + 1 day	Sent during the Installation stage. Email with subject line: "Welcome to LightReach by Palmetto! Click for visual
Notice to Proceed + 1 Week	Sent during the Installation stage. Client receives notification 1 week after Notice to Proceed is achieved email with subject line: "What to Expect as Your System is Installed" Click for visual
Notice to Proceed + 2 weeks	Sent during the Installation stage. Client receives notification 2 weeks after Notice to Proceed is achieved email with subject line: "Confused by Solar Terms? We've Got You Covered" Click for visual
Payment Method Complete	Sent at any time the customer successfully completes ACH The client is notified of their bank account set up Completed during the Verification stage in the Palmetto App (must be done before the installer can submit the M3 packet) Click for visual
Install Package Approved	Sent during the Installation stage. Customers receive an automated email and SMS with a project update titled, "Your Project is moving along" when the install packet is approved by Plametto LightReach Click for visual
PTO Confirmed	Sent during the Activation Review stage in the Palmetto App which is the same as Activation stage in the finance portal. Sent to customer after the installer notifies LightReach that PTO has been granted an automated email and SMS with subject: "Your solar system is producing clean energy" Click for visual
PTO Confirmed + 1 Weeks	Sent during the Activation Review stage in the Palmetto app account which is the same as Post Activation stage in the finance portal Client receives notification 1 week after PTO an automated email and sms is sent to customer with subject: "Understanding your LIghtReach Solar Billing" Click for visual
PTO Confirmed + 2 Weeks	Sent during the Activation Review stage in the Palmetto app account which is the same as Post Activation stage in the finance portal Client receives notification 2 weeks after PTO an automated email and sms is sent to customer with subject: "Understanding Net Metering & Your LightReach System" Click for visual
PTO Confirmed + 3 Weeks	Sent during the Activation Review stage in the Palmetto app account which is the same as Post Activation stage in the finance portal Client receives notification 3 weeks after PTO an automated email and sms is sent to customer with subject: "When to Expect Savings from Your LightReach Solar System" Click for visual
Activation Complete	Sent during the Activation stage in the Palmetto app account which is the same as Post Activation stage in the finance portal When Lightreach grants approval of all PTO documents, the account is updated to show the system's solar production and an email and sms is sent to customer with subject: "Your Installation is Complete" Click for visual

Customers will receive automated emails and sms whenever they have pending items in the Palmetto Account dashboard. Customers will recognize these as "Action Needed" tasks. With the exception of the contract and credit report, these tasks can be completed in any order and at any time prior to their required milestone.

Contract (M0)
Credit Report (M1)
Identity Verification (m3)
ACH/ Customer Payment Method (M3)
Clear Facts Disclosure (M3)
Title Verification (post activation)

Click here for a visual of Email/SMS Task Reminder

Check the table below for guidance on how the customer can complete administrative tasks.

Customer Action Needed Tasks	Details
Web Portal Account Sign Up Invite Email	Sent with the credit application email, the Homeowner will receive a separate email invite with a link to activate their Palmetto LightReach account (invite is triggered by the sales rep, sent from the finance portal) Click for visual Their account is accessible via web browser, mobile browser, or mobile app Homeowner clicks on "Activate my LightReach financing" link within the body of the email to activate their Palmetto account Click for visual
Palmetto Account Dashboard	Upon activating the Palmetto account, the homeowner's project details will automatically sync (system size, production, contract amount, etc) Homeowner will need to go to their "Dashboard" from the left menu to display the "Review Tasks" button and to be able to complete the administrative tasks. A list of "action needed" tasks will display for the customer to take action (credit app, ACH, Clear Facts Disclosure, ID) Click for visual
Credit Application	The credit application can be accessed from the email sent by Lightreach or within the Palmetto App account (home.palmetto.com) The email subject line is: "Complete Your Palmetto LightReach Credit Application" Our credit application features a soft credit check Homeowner must enter their full name and basic contact information Full SSN is required In the event an SSN is not available, an ITIN can be run in place In the event of an error message, they must enter their current mailing address and avoid special characters i.e. periods, commas, asterisks, hyphens, etc. Click for visual
Setting Up ACH /Payment Method	All homeowners must sign up for auto payments The homeowner web portal is the secure option to upload your banking information Instant verification on majority of accounts A voided check or bank statement may be uploaded to verify routing and account number entered Click for visual
Clear Facts Disclosure	A simple, order summary for transparency Homeowner needs to check off all order details, type their name and click "Submit" Click for visual
ID	All homeowners must complete identity verification Driver's license or other state issued ID, passport or passport card, or Resident permit ID are all acceptable The homeowner web portal is the secure option to upload your ID Click for visual