Common Customer Problems

• XOi takes your manual processes like checklists, note taking, customer correspondence and turns them into simple digital experiences.
• Workflows allow team members to consolidate all job documentation for easy access across teams. - Create workflows to instantly send notifications to sales/back office when there are upsell opps

• Knowledge gaps among new apprentice level technicians.
• No insight into technician efficiency
• Too many disparate technology systems in place.

• XOi's aggregation of "simple digital experiences" takes all of that consolidated job documentation (data) and automatically analyzes the efficiency of your technicians to uncover data points such as: which units are worked on most often, which technicians need training on specific units
• XOi acts as a "hub" brining all of your technology systems together so your data & field information is in one place

• How to Streamline Your Field Service Software
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• Aire Serv Middle TN

• XOi video capture on site is used to show proof of work & site conditions before & after.
• Automated share links with job details sent directly to customers"
  

• Techs are not communicating as clearly as they should be. Wasting time trying to appease customers.
• Business owners/dealers may not know the quality/status of the equipment in their jurisdiction. They can't proactively recommend service, they might be sending their tech's out to fix very old/beyond repair equipment.
  

• XOi's AI work summary guarantees clear communication. Taking a low point of a tech's job/skill set and turning it into a real high.
• XOi automatically identifies equipment at/approaching end of life status. It recognizes this status by indexing the make/model/serial of the unit, captured by OCR.
  

• Work Smarter Not Harder White Paper
• AI Cheatsheet Generated Work Summaries
• AI FAQ

• All jobsite work is documented and captured in workflows—not kept in the tech's brain or lost from device to device.
• XOi allows for top-down instruction.
• Guidelines/instructions for installs are built into the app, the techs just need to follow the steps. By doing so, they are not only consistent but document each step of their work.
  

• Warranty Issues
• Inconsistent installs = more customer churn
• Lack of upsell opportunities
  

• Step by step/checklist functionality of XOi protects against warranty claims. You can ensure the equipment was installed correctly.
• You can solve customer churn by producing quality work.
• Check and reference previous installs to get in front of the fix & schedule maintenance before the equipment breaks or fails.
  

• Enterprise Customer Savings Infographic
• Work Smarter Not Harder White Paper

• JM Brennan

• XOi provides visual evidence and clear access to jobsite information, which means you'll find more sales opportunities on every job.
• XOi puts trust & transparency into up sells and recommended work.
• Service bulletins delivered directly to the technician via XOi. Workflows set up to send those bulletins to the sales team
• Video evidence of new work/upsell recommendations can be sent to the sales team via XOi workflows
  

Lack of insight into PM + EOL opportunities

• In tandem with delivering service bulletins, XOi can identify equipment approaching end of life and/or needing maintenance. These notifications are delivered automatically once a technician takes an OCR dataplate photo.
• This is like having a lead generation tool at your fingertips. Get more out of your existing customers.
• Marketing, finance, and CS leaders are also using XOi to gather benchmarks and promote statistics to current and prospective clients about how to improve their systems.
• On average, the cost per lead on Google is $100. The cost, via XOi, to identify upsell opportunities with the customers you already have is $35 per lead.
  

• Turn Service Calls Into Sales
• The Final Mile: Innovating Customer Care Podcast — (8:00 time stamp); Rob from Perfection Group talks about using XOi as a marketing tool.
  
• Work Smarter Not Harder White Paper

• XOi generates customer share links complete with all work history & video/photo evidence of the job.
• AI work summaries clearly & succinctly overview the job for the customer
  

No trust in upsell/PM contract recommendations

XOi is able to consolidate data-backed recommendations connected to each job/piece of equipment. Pulling in actual service bulletins and work history on equipment.

• Be consistent and proactive based on real-time data you've collected.
• XOi consistently collects data on field equipment and technicians into a centralized location.
• XOi dashboards visualize your data
  

Unaware of which data points will yield the best return/most revenue

• XOi makes data actionable — providing tangible actions to take to increase revenue for the business.
• XOi system highlights the data points that will make you money
  

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• Data Moving from Vendor to Advisor
  

• ISS Mechanical

XOi technology provides customers with the highest level of jobsite transparency, which creates an elite experience. This helps companies differentiate themselves from their competition.

Techs (and companies as a whole) are hesitant to invest in new technology because of poor experiences in the past

• XOi onboarding is easy.
• XOi is technician-focused, in everything we build, we think about the technician first, so it's much easier to use than typical field service software
• We aim to be the "hub" of all the field service software you use. We integrate and act as the central location for all the data from dispatch to invoicing.
  

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• Keys to Successful Field Service Software Change White Paper
• Work Smarter Not Harder White Paper
• How to Streamline Your Field Service Software

• Arista Air

Knowledge Base, live calling, and XOi Mentors provide on-the-job microlearning. Tech's can fix the problem the first time, and reduce time looking for answers on site.

• Your techs are green
• Certain techs are much more experienced on specific equipment types based on brand.
  

• XOi consolidates reports on each technician in your company. Showing which techs are experts on specific brands, so you can send the right person for the job.
• Training can be customized per technician based on deficiencies, and the techs can access training materials on site, based on the model & serial numbers.
  

Boosting the Bottom Line

• Johnstone Sadler

• Step by step workflows to complete a job as an expert would.
• Access to knowledge base, live calling, and XOi mentors for on-the-job microlearning.
  

• Techs are missing critical safety measures on a job
• Techs don't know how to effectively communicate with customers
• Unaware of how to become an advisor to the customer, rather than a vendor
  

• XOi introduces safety workflows to a job, that can be created, set, and mandated by leadership (or the OEM) and must be checked off in order to complete a job.
• AI Work Summary provides a clear, comprehensive summary of the work completed so customer communication is top-tier
• XOi automatically pulls in service bulletins and end of life opportunities into workflows. All a tech has to do is show this vetted information to the customer. The customer trusts what they see, and doesn't have to rely on the "word" of the tech to make decisions.
• SOLVING THE SKILLED TRADES GAP — Inexperienced techs can be very successful on the job via the aid of XOi.
  

• Work Smarter Not Harder White Paper
• AI Cheatsheet Generated Work Summaries
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