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Resolution Tool CS Brief
393
RESOLUTION TOOL
Daily Message
https://dailymessage.edfenergy.com/index.html
Aim
The aim of this session is to introduce the new Resolution Tool
Objectives
By the end of this session you will be able to:
- Locate the tool as part of a group activity
- Understand what information is contained within the Tool as part of a group discussion
- Complete an end of session assessment scoring 100% demonstrating the use of the Tool to locate the correct answer
Aims & Objectives
One tool to use for all Smart meter post install queries
How will this help me?
Sign post you to the relevant Quick Reference Guides, Mailboxes or forms required
A quick resolution to your query first time
You can only access the CHU form via the tool
More and more journeys will be added as we continue to update the tool
All applications built into one tool
Reduce aged complaints
Checklists for hand offs completed in the process
Reduction in rejection of cases sent to CHU and SMO
Consistent message for all
What issues will this help with?
Commissioning
PAYG
- Top Up issues
- Off supply
Smart Metering
Billing queries
- Estimated bills
- Read reminders
- Old meter details
Smart
Using this tool will be the only way to access the form for the Smart CHU team
IHD Issues
- Broken IHD
- Not working
- Lost connection
- Only showing 1 fuel
Objections
Appointments
You may currently use Notem for Appointments now with the Resolution Tool everything you need is here.
Legacy
Issues
SMETS2
- 3 Phase upgrade/downgrade
- Confirm meter details
- Isolator switch
- Meter moves
- Reconnections / New Connections
- Aborted appointment
- Reseal
- Upgrade meter tails
- Meter reading
- Accuracy test
- Cancel/Reschedule or outstanding appointment
- Disconnections or Meter removal
- SNA
- Meter Exchanges
Appointments
SMETS1
- Installation fails
- Meter not commissioned
- Appointment Failed
- Faulty meter
- Display is blank
- Mode change
- Change of rate
- Faulty meter
- Blank display
- SMETS2 request
How does it work?
Lets have a look at the Resolution Tool in action
https://myquote.edfenergy.com/myquote-login