Guiding the Customer Interconnection Journey

About this course

This course is built for the frontline solar and storage professionals who shape the customer experience long before an engineer ever looks at a line diagram. It’s for the folks who explain what interconnection is, who help set expectations around timelines, and who gently (and sometimes repeatedly) remind customers that yes, the utility does need to approve this before anything gets turned on. In other words: the people who keep projects moving and customers confident, even when the road gets bumpy.

Drawing on the foundational lessons from "How We Got There: A (Riveting!) History of DER Interconnection," we’ll shift from the “how we got here” to the “how you help customers get through here.” You’ll learn what a well-run interconnection process is supposed to look like, how to recognize early signs of trouble, and how strong communication with customers and utilities can prevent small issues from becoming big, expensive problems.

We’ll look at the customer journey from customer acquisition through permission-to-operate (PTO) and explore effective approaches at each touchpoint along the way. We’ll explore how to use information from utilities, internal data tracking, and a little bit of rapport-building magic to improve designs, avoid unnecessary delays, and manage expectations in a way that protects both the customer relationship and the company’s bottom line.

Your instructor, Vaughan Woodruff, has spent years at the intersection of customer experience, interconnection policy, and utility coordination. He’s built and led frontline teams, represented solar companies inside regulatory processes, and helped resolve interconnection mysteries than he never wanted to learn about. His stories illuminate how, even in a system full of technical steps and regulatory requirements, the most important part of interconnection success is still people.

This course is your guide to helping customers feel informed, supported, and confident while helping your company avoid delays, disputes, and stranded costs.

Subjects covered

Solar Utilities Utility Interconnection Business Growth

Learning Objectives

Execute complete interconnection application processes while anticipating and mitigating common failure points
Analyze utility requirements and documentation to identify red flags that signal potential delays or denials
Communicate effectively with customers and internal teams on interconnection topics, including utility approval challenges

Course outline

9 modules

6 - 10 hours to complete

1. Orientation Materials

This course is self-paced, so you don’t need to be logged in at any specific time. You can get started immediately after you enroll and the course materials will remain in your account with minimum guaranteed access for 12 months (1 year) after enrollment.

2. The Customer Interconnection Journey

3. Interconnection and the Customer Acquisition Process

4. Managing the Interconnection Handoff between the Sales and Operations Teams

5. Designing Projects with Interconnection in Mind

6. Processing and Tracking Interconnection Applications

7. Managing Interconnection Challenges

8. Getting to Permission-to-Operate (PTO)

9. Feedback and Additional Resources

This is our last module but you still have access to the all of course materials for 12 months (1 year), so keep working and you'll be able to complete the course at your own pace. After your year of access expires you can optionally extend access with a HeatSpring Membership. Enjoy the course and keep in touch!

Instructor

Vaughan Woodruff

Principal, EquinoxDG

Vaughan Woodruff is the principal of EquinoxDG, a consulting firm that provides strategic support on DER interconnection reform for clean energy advocates, solar and energy storage companies, utilities, and regulators. His work includes developing comprehensive regulatory and legislative strategy, optimizing applicant and utility processes, building consensus among...

Frequently asked questions

Full FAQ

How does this course work?

You can begin this online course instantly upon enrollment. This course is delivered entirely online. Pre-order courses are available on launch date. This course is self-paced and you can set your own schedule to complete the materials. You can begin the lecture videos and other course materials as soon as you enroll. During your year of access the instructor will be in the course answering questions on the discussion board. After successfully completing the course, you will be able to generate a certificate of completion.

How long do I have access to the materials?

Students get unlimited access to the course materials as soon as they enroll and for one year (365 days) after enrollment. Rewatch videos and review assignments as many times as you want. View updates the instructor makes to the course as the industry advances. Return to your course anytime with online access from anywhere in the world. After the one year of access expires, access can be extended by joining as a HeatSpring member. A single membership extends access to course materials for all past enrollments.

Will the instructor really answer my questions during this course?

Yes! This is an instructor-led online course. You can ask questions on the discussion board and get prompt answers from your instructor. It varies by instructor and by course but typically instructors check-in between daily and weekly to check quiz results or project work, review and respond to discussion board questions and read survey responses. Check the enrollment page for specific information about each instructor's check-in frequency.

Is there a certificate of completion?

Yes, when you complete this course you are eligible for a certificate of completion from HeatSpring. You can download your certificate as soon as you have completed all of the course requirements. Students can easily share their verified certificates on their LinkedIn profiles using our LinkedIn integration.

Can I register multiple people?

Yes, please visit our For Teams page to get a group discount.

What types of real-world scenarios are covered in this course?

The course includes detailed scenarios such as homeowners requesting solar system removal and replacement during re-roofing projects, routine projects that encounter unexpected grid constraints during utility studies, and situations involving conflicting utility guidance. Each scenario is designed to illustrate how technical procedures connect to real customer outcomes.

How does this course help with customer communication during interconnection problems?

The course provides specific techniques for translating complex technical interconnection issues into clear, customer-friendly language. Students learn to explain delays and denials professionally, manage customer expectations effectively, and document interactions to protect both the company and customer interests.

What makes this course different from other interconnection training?

This course uses a story-driven approach that combines procedural instruction with real field experiences. Rather than just teaching rules and processes, it shows how interconnection challenges play out in actual customer and project scenarios, helping frontline staff understand not just what to do, but why procedures matter and how to adapt when reality diverges from standard processes.

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