Abbreviations Equipment Abbreviations Problem Code Abbrieviations

ETA Estimated Time of Arrival WH Water Heater NHW No Hot Water SPHM Space Heater PM
COD Cash On Delivery WHE Water Heater Electric NEHW Not Enough Hot Water TMH Too Much Heat
SWO Service Work Order TKLS Tankless Water Heater WH LK NO DMG Water Heater Leak No Damage TSKZ Tank Size Assessment
CX Customer B Boiler WH LK W DMG Water Heater Leak With Damage
CCI Customer Called In AH Air Handler NH No Heat
CSS Customer Service Standard F Furnace COD PM Cash On Delivery PM
PSS Plumbing Service Standard SPH Space Heater RFPM Rental PM
WFP Workforce Planning Hum Humidifier WHPM WH PM (Only National)
CS Customer Solutions MOPM Monthly PM (year plan)
CRS Customer Resolutions CPPM Comfort Prot Plan PM

P1 Problem ID's What to Type

NH No Heat NH Water Heater Rental Cpp Customer Space Heater
NC No Cooling NC Click on link - Part Type WTHT
NEC Not Enough Cooling
NEC
NHW No hot water NHW HVAC Rental: AC, F, Hum Commercial Customer
WH LK Leaking Water Heater
LK
NOS Noise NOS
HVAC LK AC leak

P1 Plumbing calls can be booked to any window: 7-11am, 10-2, 1-5, 4-8 or 7-11pm. Weekend windows 8-1 or 1-6.
P1 P2
BDRM Plumbing
BTLM Blocked Toilet Main BTL Blocked Toilet P2 Plumbing calls cannot be booked to evening windows: So you cannot book 4-8 or 7-11pm.
MSO Main Shut Off- Not Closing CWL Containable Water Leak
NCWL Non Containable Water Leak LFT Leaky Faucet
FS-Parts Further service parts MSC Miscellaneous Please ensure you determine if it is a main drain/toilet as this would be P1. If not main then it would be P2.

How to properly post in chat: When to Add Tech Notes:

Prem, Name, Steps you have taken, Question With specific instruction: Example: Please use back door.
Example: 5123365. Joe Smith. Customer calling for eta on part. Checked FS Tracker, no eta showing. Please advise. If CPP is Sold: CSR sold CPP, also note 10% dicsount if applicable.

Proper Subject Lines COD Calls: Price and method of payment

Escalation Emails: Subject Line: Prem, Name and the word Escalation
Sameday Override: SWO Override Dec 6, 4-8pm, Reason for override eg. (FS-PARTS or REPEAT ISSUE or WH-LK MAIN WATER IS OFF or PL-NON CONTAINABLE LEAK or COMMERCIAL ACCT), 89 Grant Ave. Hamilton. Please CC PF Arise.
CT OR SM Emails: Subject Line: Forward to SM or CT (Based on who is needs to be sent to)

When to Add CSR Notes:

Important Emails: When a customer calls in regarding an open SWO: Note will include: Date.Time.Reason for Call. Outcome. User ID with A.
pfarise@reliancecomfort.com
wplanning@reliancecomfort.com

Forms & When They Are Used When to call WFP

Incident Response Forms: When a customer calls with a possible gas leak or co leak. If a customer calls for an eta past their apt time
Online Manual Forms: Only used when advised by a Chat PF when we are experiencing issues with booking in CMS If there is no availability within 7 days (Except PM)
CPP New Customers Form: Used when a non client calls to book service and we sell CPP. This is used when we create a cod customer. If the chat pf tells you to
CPP Updates In Rescind: Used when a customer calls in to upgrade cpp and it is currently in the pending status. If a change needs to be made to an existing work order - dispatched, onsite, enroute status
Backdated Moves Requiring Service : A new homeowner calls and the account is in the previous owners name
Ignite Needs For Leads: When a customer is interested in joining the rental program or updating their owned equipment.

Links
Further Service Parts Tracker - Searching for an eta for a part.

Why we add Notes & Templates?