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Words we use

Answers: what does this word mean? what is it called on screen? where is it on the screen?

One word per thing, everywhere in pdrOS and in this guide.

Where a word is a place on the screen, its route follows with arrows. Arrows mean: click this, then this. For example, "Contacts → the customer" means three moves. In the left menu, click Contacts. Click in the search box at the top of the list and type the customer's last name or RO number (your case number). Click the customer's name in the list.

The screen

Contact profile: one customer's screen. Contacts → the customer. It has three parts. The left side holds the customer's name, then Tags, the RO number and RO Type, then the folders of fields. The middle holds every text, email and note with this customer, with the message box at the bottom. The right edge is a narrow column of small icons. The map of it is in Where things live.

The left side: the left part of the contact profile, with the customer's name at the top and the folders under it.

The middle: the middle part of the contact profile, the customer's thread.

The right edge: the narrow column of small icons down the far right of the contact profile: Tasks, Notes, Appointments, Documents, Payments, Activity. Hold the mouse over an icon to see its name; click it to open its panel beside it.

Folder: a box of fields on the left side of the contact profile, with its name at the top. Click the folder's name to open it. You have 15, top to bottom: Contact, CASE, CARRIER & APPRAISER, OUTCOME, SHORT PAY & INSPECTION, Estimates, Supplements, Insurance Info, FORM | Repair Authorization, REPAIR STATUS, FORM LINKS, General Info, Pics To Email PDF, Pics To Email HTML, FORM | Customer Signup. Your own four come right after Contact.

Field: one box in a folder, with its name above it. Each kind takes its own action: - a list: click the box and pick a choice; - Claim side and Fee payer: a list too; click the box and pick; - a box with one choice (for example Umpire fee received): click it and pick Received; - a date: click the box and pick the day in the calendar that opens; - money, a number or text: click in the box and type (money as numbers only, no dollar sign); - a file: click Click to upload, pick the PDF on your computer and click Open; - a PDF address (for example Repair Authorization Form PDF): a text box holding the PDF's web address, not a clickable link. Open the PDF with the Docs button in RO Hub (Documents).

A field marked ⚡ starts work when you change it and click the blue Save button at the bottom of the left side.

Tags: small labels pdrOS puts on the contact profile as the case moves (for example appraisal-hired). They sit at the top of the left side, under the customer's name. You can look at them; you cannot add or remove them. A tag starts or stops work, so we manage them for you.

Save: the blue Save button at the bottom of the left side. It appears as soon as you change a field. Nothing happens and nothing is sent until you click it. The blue Save button is for fields. Notes, tasks and appointments have their own Save button in their panel.

The customer's thread: the middle of the contact profile, every text and email with that customer. Conversations is the page in the left menu that lists every thread.

Tasks page: the page that opens when you click Tasks in the left menu. My Tasks lists your tasks across every case.

Mark Complete: the green button at the bottom right of a task's full view. Tasks → the task → Open Full View → Mark Complete. When a task says "Tick this task", it means: click Mark Complete. If the task is already gone when you come back, pdrOS closed it because the step happened.

The case board (left menu Repair Stages, pipeline APPRAISAL CASES): every open case as a card in its stage. Look, do not drag.

The case

Case: one customer's one claim: a total loss, a diminished value, a short pay or a post-repair inspection. Each case has its own contact profile. A customer with two claims has two contact profiles. You never click a case; you open the customer's contact profile.

RO number (your case number): the number pdrOS gives every case at signup (for example 1009). On screen the field is RO# DO NOT EDIT THIS!!, in folder Contact: Contacts → the customer → folder Contact → RO# DO NOT EDIT THIS!!. pdrOS sets it; never change it. It is one number, written four ways: - RO# on the contact profile; - CASE #1009 in your tasks; - case #1009 in the texts to your phone; - file #1009 in everything the customer gets.

RO Type (on the signup form it is called Repair Order Type): the kind of case. It is a list in folder REPAIR STATUS with twelve choices. Yours are total loss claim, diminished value, short pay and post-repair inspection.

Claim side: a list with two choices, Insured and Claimant, in folder CASE. Insured when the customer's own insurer pays, Claimant when the other driver's insurer pays.

Send switch: one of five lists at the top of folder CASE: Send range, Send demand, Send our report, Send counter and Send summary. Contacts → the customer → folder CASE → the Send switch. You pick Send it now or I sent it myself; pdrOS then changes it to Sent or Not sent (see task).

Task: a to-do pdrOS gives you or Sharon, with the facts and the steps. Tasks → the task → Open Full View. When you have done the step, click Mark Complete.

Note: a line pdrOS writes on the contact profile every time it does something, with the time. Notes are the case's timeline. Contacts → the customer → right edge Notes.

Alert: a text to John's phone about something time-sensitive. A few go to the office phone instead: Sharon's cell, which we set on day one.

The other side: the adjuster, their appraiser, or the body shop, on a case.

The adjuster: the insurer's claims person who receives the RTA or the demand. On screen: Adjuster name and Adjuster email, in folder CARRIER & APPRAISER.

Their appraiser: the appraiser the insurer appoints. On screen the fields are Other appraiser name, Other appraiser email and Other appraiser phone, in folder CARRIER & APPRAISER.

The other side's contact: the contact profile pdrOS makes for an adjuster, their appraiser or a shop the first time it emails them. Their emails and replies live there, under their own name in Conversations, not in the customer's thread.

Clock A: the seven to ten business days the insurer's appraiser has to make contact after the RTA goes.

Clock B: the wait for their appraiser's report after yours goes: two chase emails, then a text and a task on day 22.

Chase: a reminder pdrOS sends on a schedule. To the customer for documents or a signature; to the shop for estimates; to the other side for a reply or a report.

RTA: the right-to-appraisal demand, the letter that names you as the customer's appraiser. You make it in RTAflow and upload the PDF to RTA or demand PDF, in folder CASE.

Umpire: the third appraiser who decides when the two appraisers cannot agree. On screen: Umpire, a list in folder CARRIER & APPRAISER (No, Called, Decided).

Award: the agreed or decided amount of loss, with its signed date. On screen: Award amount and Award signed date, in folder OUTCOME.

Settlement summary: the email pdrOS sends the customer at the end. It shows the award, the sales tax, the title fees, the deductible, the net to them and how much more than the first offer.

Fee paid: the list in folder CASE that records how the fee was paid: No, Square, Venmo, Check, Cash or Waived. A hired case closes when it has a final Outcome and Fee paid is not No; a case the customer never signed closes on any final Outcome.

Outcome: the list in folder OUTCOME that says how the case ended: Settled, Report only, Withdrawn, Customer took the carrier's number, Went quiet, Court, Counteroffer pending, Carrier review report received.

Stage: where the case is, 1.1 to 6.3. Each stage has one plain sentence in Case status (folder CASE), the one Sarah says if the customer asks.

Sarah: the texting assistant on the 610 number. She answers customers from what is on their contact profile. Fee questions and requests to move an inspection go to Sharon as tasks; figures, offers and decisions come to you.

The agreement: on screen it is the Repair Authorization Form. Its signed PDF is Repair Authorization Form PDF, in folder FORM | Repair Authorization. Its link is REPAIR AUTHORIZATION LINK, in folder FORM LINKS.

The upload link: on screen Appraisal Document Upload Link, in folder CARRIER & APPRAISER. It is the customer's own page for sending files and photos; everything sent through it lands on their contact profile.

Sign: the customer signing the agreement on their phone from the link pdrOS texts them.

Other words for this:

  • RO number = RO#, CASE #, case #, file #, case number.
  • contact profile = the contact, the customer's details.
  • Mark Complete = "Tick this task".
  • Send switch = the dropdown, the list.
  • RTA = right to appraisal, demand for appraisal.
  • the other side = the carrier, the insurer, their appraiser, the adjuster.
  • the agreement = the Repair Authorization Form.
  • tortfeasor letter = pre-court letter.
  • CCC1 = the estimating system.
  • the case board = the pipeline, Repair Stages.

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