Sales process

The Everflow part of a sale is simple. No matter what your route to market is, all you need to do is follow four simple steps with our Eclipse software - quote, billing, generate contract and submission!

This works for every route to market as we accommodate paper, email, telephone and e-sign contracts.


Rejections

In Scotland we have very few rejections due to contract quality or detail, however, it's important to double check DD details before submission and always create your contracts from the "Generate contracts" page, as this ensures that all relevant customer details have been collected.

 

Credit vetting

Credit vetting and rejections have been an improving picture for brokers, however, there will always be some that don’t make it through. Again, the main thing is the detail! Make sure that the business name, company number and customer details are correct, giving your sale the best chance of success.

Our ‘dynamic pricing’ feature, which is coming soon to Eclipse, will simplify your sales in this area, too. It’s been created and is currently being tested – so watch this space!

 

Objections

There are three main reasons we get sales objected – ‘COTs’, ‘aged debt’ and ‘in contract’.

 

COTs

When you are signing up a client in a COT situation, the customer needs to inform the current supplier of the COT and provide proof of the new lease or agreement (this is always best done using the customer’s email address).

 

Aged debt

If there is a debt over 90 days on the SPID you are trying to transfer, the incumbent supplier will not let that SPID transfer until any debt has been paid, ideally an up-to-date meter read will generate a new accurate bill that can be paid to allow the transfer to happen.

 

In contract

Retailers will object if they believe that their client is in contract and that allowing the transfer would cause an early termination fee, it is in everyone’s interest that you find out if the client is in contract or not before switching a supply. There are imminent changes to the industry rules in Scotland, and Everflow are updating our rules so that we are compliant from the outset, so we will be making a Letter of Authority (LOA) and Proof of Termination letter (POT) a requirement as part of every sale. These are to be uploaded along with the contract and DD Mandate, under “Additional Files”.

The whole objection process is going to be tweaked soon, as we believe it’s currently the biggest barrier to brokers bringing more business to Everflow. Soon, you will automatically be informed when a sale is objected to, so that you can take the correct action to get this overturned in good time.

 

Clear Business LOA rules

We have had communication from Clear Business on what they expect from an LOA. LOAs must contain all of the following information:
  • Business Name. This should match the name on the bill
  • Our Account Reference. CB account Number from the bill
  • SPID Numbers. As printed on the bill
  • Full supply address(es), including postcode. As printed on the bill
  • Authorised signatory name. Printed
  • Signature.
  • Information/actions that the third party is authorised for.
  • Date.

 

When will we accept a LOA?

We will accept the LOA if:

  1. The LOA contains all the above information.
  2. The LOA is sent to us directly by the customer, unless DocuSign/Signable/e-signs is attached
  3. It is signed within the last 12 months.
  4. Posted LOAs must be on the customer’s letterhead.
  5. Emailed LOAs must match the e-billing email address we hold on file; on DocuSign/Signable e-signs.
  6. The LOA must not appear to have been altered in any way.
  7. The LOA must be legible.

To be clear, we will not accept LOAs sent directly by brokers. Unless DocuSign/Signable/e-signs s attached.