Reliance
What colours are in the Reliance Logo?
Blue and Red
What are the two main WFP responsibilities?
Appointment Booking and Appointment Management
A customer is hearing a noise coming from their water heater. When can the Call Centre book a service call?
CSS Priority 2 – book to capacity, the goal is within 72 hours
What system is required to book or rebook a service call?
CMS
Name the different types of water heaters Reliance carries.
Tankless, Electric, Conventional and Power vent
Approximatly how many homeowners does Reliance serve?
2.3 million
How many days of the year does WFP offer Reliance support?
365
A customer requires a plumber to fix their Leaking Toilet. When can the Call Centre book?
PSS Priority 2 - 24 Hours or sooner if capacity shows
How many systems does a planner require to complete their job successfully and what are they?
3 Systems:
1. PSO
2. CMS
3. FSM
Name different types of Water Treatment equipment a plumber can install.
Iron Filter, Chlorine Filter, Water Softener and Reverse Osmosis
What is Reliance's newest service offering?
EV Chargers
How many technicians and contractors does WFP oversee?
800 Internal Technicians and 500 Contractors
A customer’s AC is leaking again a day after a technician completed a service call for a leaking AC at that customer’s home. When can the new service call be scheduled for?
Qualifies for same day override
What system is used to plan a technician's shift?
PSO
Who would complete a water heater service call?
Service techician or a Water Heater Installer
What types of equipment are covered under the Rental Program?
Heating, Cooling, Water Heater, Water Purification, Smart Home, EV Chargers and Generators
What is a planner's responsibility when their branch is overstaffed?
When we are overstaffed, we need to find work to keep TMs productive in order to lighten the load for future busy days and refrain from unproductive costs to the business.
A technician calls Workforce Planning and says a customer's water heater requires replacement. When can you book the replacement?
CSS Priority 4 - Always book to available capacity
What system can you use to look up a service call?
FSM or CMS
What type of install(s) would a HVAC Installer complete?
Air Conditioner and Furnace
What type of equipment are not offered as a Sales option?
Water purification across Reliance, and Water Heaters in Ontario only
What steps would a planner need to take to close the service standard?
A Swiss Chalet Restaurant has no hot water. When can their service appointment be booked?
Same day, technician must arrive within 4 hours of booking
What system do contractors use to complete service calls?
Portal
What phone number would a customer call to book a Reliance service appointment?
1-866-735-4262