ITWorx Introduces CMS to Reliance Home Comfort, Decreasing System Complexities and Enhancing Overall Customer Experience

Customer Profile

Reliance Home Comfort is a full-service heating and cooling (HVAC) business and is one of Canada’s largest renters for water heaters, with over 1.2 million customers.

The Challenge 

Reliance core systems for Billing and ERP depended on an overly complex environment for Customer Sales Representatives (CSRs) when managing their day–to–day customer service responsibilities. Unfortunately, these complexities affected the operations efficiency, financial performance, and Reliance’s overall customer service. The average service-related talk and processing time per call was 6 minutes. Call duration and wrap–up time was significantly impacted by the ineffectiveness and complexity of the current operating models.

The Solution

Given their broad experience with technology-enabled business solutions, ITWorx was chosen by Reliance to build a new CRM–based application called Customer Management System (CMS). The ITWorx solution, based on the Microsoft 2011 CRM Dynamics platform, provided a simplified user interface for Reliance CSRs, enabling full integration with legacy systems on the backend.


ITWorx’s newly deployed solution, CMS, decreased the previously existing complexities by enhancing visibility and allowing communication with back-end systems, including Billing, ERP, Scheduling, and Dispatching.


The system provided an enhanced customer service experience through its added features such as appointment booking confirmation, emails, and SMS reminders. CMS enabled a significant enhancement to the customer account management capabilities that resulted in improved levels of customer service satisfaction results, reflecting positively on the Net Promoter Score (NPS).


Moreover, CMS provided a standardized holistic view of customers’ account information, which increased efficiency and productivity. It also provided real-time interfaces to the Billing/ERP backend, reducing call-handling duration across the board for all call types.


ITWorx’s application enabled CSRs to do cross-selling using CMS services eligibility by location. In addition, the simplified system platform lowered the margin for user errors, decreased the training cycle timeframe and user learning curve, and increased home agent retention by making Reliance more attractive and easy to do business with.


The Benefits

  • Reduce CSRs callhandling duration across the board for all call types 
  • Increase efficiency, reduce costs, and boost productivity 
  • Enable CSRs to do cross-selling using CMS services eligibility by location 

Technologies and Software

  • Microsoft Dynamics CRM Server 2011  
  • Windows Server 2008 R2 Enterprise 
  • Microsoft SQL 2008 R2 Enterprise x64 
  • Microsoft SQL 2008 Enterprise x64 
  • Microsoft BizTalk 2009 Enterprise 

Reliance call center agents no longer have to go through several screens from multiple systems to perform transactions, reducing the time to create a service order from six minutes to five minutes for all 300,000 interactions a year. “With all the information at their fingertips, agents provide better and faster service, resulting in improved customer experience, increased productivity, and sales of additional services.  


Celso Mello Reliance Home Comfort
Chief Information Officer