SURGE → NASC
Utility Bill Audit Workflow (Strategist Guide)
⚠️ IMPORTANT COMMUNICATION POLICY
NASC will not communicate directly with the client.
All client communication will flow through SURGE team members unless specifically granted or initiated by a SURGE admin.
This ensures:
Message consistency
Relationship protection
Clear ownership
Proper expectation management
If NASC requires clarification, they will communicate with SURGE, and we will coordinate client follow-up as needed.
🔁 Overview
This workflow outlines the full process from:
1️⃣ Strategist initiating the Audit Agreement
2️⃣ Client signing
3️⃣ Internal review
4️⃣ Handoff to NASC
5️⃣ Audit completion
The goal is to ensure:
Clean execution
Clear ownership
Proper expectation setting
No missed steps
STEP 1 — Initiate the Audit Agreement (Strategist)
Once a client verbally agrees to proceed with the Bill Audit:
The Strategist must initiate the agreement using one of the following methods.
✅ Primary Method (Preferred)
Have the client complete the online audit intake form:
This keeps documentation centralized and standardized.
🔁 Backup Method (If Needed)
If the intake form cannot be used, send the direct DocuSeal invite:
Use this if:
There are technical issues with the form
There is urgency
STEP 2 — Collect Required Documents
Before handoff, confirm we have:
✅ Signed agreement
✅ Utility credentials (if provided)
OR
✅ PDF bills (minimum 12 months, ideally 3–5 years)
✅ Interval data (if available)
✅ Any relevant notes or context
Helpful context to include:
Number of meters
Facility type
Known rate concerns
Client timeline expectations
Preferred communication structure
STEP 3 — Internal Review (SURGE)
Before sending to NASC we will confirm:
✔ Agreement fully completed
✔ Signature and date present
✔ Utility sections completed
✔ PDFs properly attached (if no login credentials)
✔ Credentials clearly organized
This avoids unnecessary back-and-forth.
STEP 4 — Handoff Email to NASC
The handoff email will:
Attach the signed agreement
Attach PDF bills (if applicable)
Include credentials (if applicable)
Include any helpful notes or instructions
This email will typically be sent by:
Ali
Rachel
Sage
Important:
The originating Strategist will always be CC’d on this email thread for visibility and accountability.
STEP 5 — NASC Confirmation
We expect NASC to reply with:
1️⃣ Confirmation of receipt
2️⃣ Confirmation that work has begun
3️⃣ Estimated completion window based on scope
Timeline considerations include:
Number of meters
Years of billing history
Utility responsiveness
Rate complexity
Audit Timeline: 1 – 5 months
STEP 6 — Await Completion
Once confirmation is received:
No additional SURGE action required
Monitor email thread for updates
Respond promptly if additional documentation is requested
Remember:
NASC communicates with SURGE — not directly with the client.
STEP 7 — Audit Completion & Client Communication
NASC will send:
Completion email
Findings summary
Refund/credit details (if applicable)
Next-step recommendations
At that point SURGE:
Communicates results to client
Explains compensation structure
Sets next steps
Identifies future opportunities (if appropriate)
Communication Standards
✔ We will always CC the originating Strategist
✔ Maintain professional, concise messaging
✔ Do not promise specific timelines
✔ Set realistic 1 – 5 month expectations
✔ Protect client relationship
Strategist Responsibilities
You ARE responsible for:
Initiating the agreement
Setting accurate expectations
Collecting billing data
Ensuring clean handoff
Monitoring progress
Managing client communication
You are NOT responsible for:
Utility negotiations
Audit calculations
Filing claims
Technical billing analysis
Full Process Summary
Client Verbal Yes →
Strategist Sends Audit Form (Primary) or DocuSeal (Backup) →
Client Signs →
Bills / Credentials Collected →
SURGE Reviews Package →
SURGE Emails NASC (Strategist CC’d) →
NASC Confirms + Timeline →
Audit Conducted →
NASC Sends Results to SURGE →
SURGE Communicates Outcome to Client