XOi

In addition to the more traditional ways we’re using XOi with our service techs, we’re finding new ways to use the technology throughout our companies. Remember all data is stored in the cloud and tagged to a job making it virtually impossible to lose or misplace as is possible storing on local hard drives. Also, any video is available to use in a group setting or emailed to an individual for their personal review making it incredibly versatile.

Here are some ways other Comfort companies are using XOi:

1. Sales

• Recording job walks on PM opportunities recording equipment condition, equipment location, site layout, filters and belt sizes, safety concerns, etc. This information could be shared with customer during the sales process, if desired.

• Recording job walks on Project opportunities recording access paths, height and reach on crane jobs, overhead obstacles, customer property access/issues, safety risks, piping/ductwork layout and details, any abnormalities needing more technical evaluation (valves, routing, etc), etc.

• Retain data forever. If you’ve ever had a customer decide to proceed with a job you looked at a couple years ago and either the rep has left your company or the information can’t be found, you know how much this can help.

• Inside sales/quotes – having the tech talk through the repair while videoing makes quoting the repair much quicker with less need to call the technician asking clarifying questions. Being able to send link to customer for the XOi video with repair proposals helps customer make a decision.

2. Verification

• PM work completed – showing new filters, belts, equipment condition, etc.

• Quoted repairs before and after confirming work completed – gives our customers confidence our work was completed.

• Projects completed including full walk through of site and equipment – again giving our customers confidence their project was completed properly and professionally. Through audio, we can also discuss any specifics about the project we want them to notice or remember. Also great opportunity to point out any work we did above and beyond to show the level of care we provide our customers.

• Record warranty repairs – this again gives our customers confidence we stand behind our work and take care of any problems they have. CX3.

• Punchlist repairs on construction jobs – rather than writing down or hoping to remember what work was done, we can provide proof we’ve addressed all items brought to our attention.

3. Owner Training on construction jobs or service projects

4. Start up/Commissioning work on construction jobs or service projects

5. Sales to Operations turnover meetings – huge opportunity in this area. Can quickly send video to the ops team for review prior to handoff meeting.

6. Technician Training

• Demonstrate new equipment operation to the team, explain operation, specific changes in technology, operational specifics, etc.

• Troubleshooting for less experienced technicians

• Demonstrating specific techniques to less experienced technicians – this can be done in group setting or simply sent to individual technicians for review.

• Safety related

7. Customer support with billing questions. Being able to quickly send video/audio content to anyone questioning an invoice can quickly provide verification of work performed.

8. Reduce calls from office to technicians for information or job details. Interrupting our technicians to ask questions can be dramatically reduced.

9. Safety – there’s a lot of opportunity in this area from documenting unsafe conditions to all types of training.

10. Attracting new customers – showing the value of XOi when talking with prospects. Most of our competitors are NOT using this. This is also a nice demonstration of the Customer Experience they will have with our company.

11. Attracting new technicians – technicians like to use the latest technology, especially younger technicians who’ve grown up with technology. As they compare our company, who’s using XOi, to another company they’re thinking about going to work for, this should be a differentiator.

Our recommendation is to not wait. XOi is already helping 11 of our companies, plus the FIX Center, streamline their operations, deliver great technician and customer experiences, and improve sales. Here are a few of the ways that XOi can consolidate existing processes in your business today:

• Safety Concern Reporting - Key reason - auto-notification, visual to provide transparency and level of urgency and searchable through a platform by key call identifiers (WO number, customer name, location)

• Job Hazard Analysis / Job Safety Analysis / Pre-Job Safety - Key reason - increase in compliance, reduction in total JHA steps, visual for validation of site conditions and associated to key call identifiers (WO number, customer name, location)

• Recommendation / Lead / Quote forms - Key reason - consistency in delivery, use of video and photo content on quotes and proposals to customers to transform deliverable and approval process, searchable in a tech platform by key call identifiers (WO number, customer name, location), reportable by asset (M / M / S), visuals decrease speed to quote time

• Receipt delivery - Key reason - truly streamlines tech process, associates to key call identifiers (WO number, customer name, location), decreases time to bill
  

• Parts Request - Key reason -streamlines internal process by leveraging OCR from XOi for unit and gathering image of parts that can be hard to explain via written communication OR if multiple part configurations or sizes exist, associates to key call identifiers (WO number, customer name, location)
  

• Add or Update Asset - Key reason - truly streamlines tech process, associates to key call identifiers (WO number, customer name, location), leverages OCR for copy / paste data for office person on backend vs technician manual input in field
  

• Refrigerant Tracking - Key reason - audit tracking, associates to key call identifiers (WO number, customer name, location) and most importantly, unit identifier or serial

It will be part of COINS’ next scheduled software release in 1H22. We anticipate May 2022 at this time.

$45/mo per technician for the core “Vision” product. After 2022, the “Journeyman” feature is an additional $20/mo per technician and the “Trade Insights” feature will be $1,000/mo. Both “Journeyman” and “Trade Insights” will be optional when the free period expires at the end of 2022.

Contact your RSS-VP who can then involve our VP of Service Technology, Joe Lang. We’ll get you set up ASAP.

As with any new software, there is some change management required. However, the feedback received from the 11 sister companies currently using XOi is that the onboarding and ramp-up time is minimal when compared to other software implementations they’ve done. Technicians love the product because it makes their jobs easier. If the technicians love the tool, adoption is far less difficult.

• Customer statements regarding XOi (Southeast, Shoffner, DynaTen and Southwest)

• “Because of the videos and picture documentation that was sent, we were able to submit all of this to our insurance carrier for claims due to the major failure of our equipment. Without it, I am not sure our insurance carrier would have reacted so quickly.“ - This quote came from a customer on the heels of the major winter storm that hit North Texas in February and shut the state’s power grid down causing all kinds of major damage to facilities.

• “The pictures have been helpful since we had to reorganize and no longer have a local facility manager.” - This quote came from a customer that manages a facility we maintain but is based out of state.

• “Getting videos of the work you are performing has been a big help in allowing me to understand what needs to be repaired since we are not working at the office during the pandemic.”

• Internally

• Safety – We use XOi to take pictures and videos of jobsite walks and document any areas that are safety concerns. From there, our Safety Coordinator reviews the site and points out the areas of concern before any work is performed.

• Risk management – My Technician video documented a leak under a chiller that he recommended the customer allow us to repair. The customer made no decision. One month later, the chiller had a major failure and they stated we were at fault because we were the last to work on it. We provided the video documentation and recommendation back to the customer and the blame was immediately stopped.

• The primary benefit to XOi in my business is twofold:

• Technician recommended repairs are approved typically in 24 hrs or less now vs. 8 days prior. Providing videos of failed equipment practically speaks for itself.

• It allows me to stay closer to my customer. I can provide any/all historical pictures and videos of what we have performed at their site. This creates “stickiness” with my customer and our relationship.

• The biggest benefit it brings is that we get the opportunity to bring the unit to the customer rather than taking the customer to the unit. The phrase ‘a picture speaks a thousand words' is so true in our industry. Many times what we know to be wrong with a unit can’t be heard or even seen by a customer walking by so they assume the unit is working properly. How many units do we see that are covered up by roofs, fences, brick walls, because no one wants to see them, they just want them to work. XOi gives us the ability to show a customer what we recommend they do to extend the lifespan of their equipment and make it run more efficiently.
  

• Better communication.
  

• Between customer and technician: Always before, the technician had to write a paragraph explaining the work they performed. Even then, the customer would often not know what the technician was trying to explain. Now, when the customer clicks the link and views the before and after conditions, the doubt they may have had in the service is replaced with confidence.
  

• Internally, between office and field: When a technician tells the sales team there is a lead for either a large repair or replacement, the sales team views the XOi workflow. The site visits are still needed, but it gives the sales team a clear understanding through pictures and videos versus a work order, write up, or phone call.

• We were successful rolling this out approaching it methodically. XOi has a great implementation team, and they make it easy.

Our formula for rollout was as follows:

• Select technicians to be subject matter experts (that like technology and embrace change) and roll this out to them first so they could understand, embrace, and talk it up positively to other technicians.

• Roll XOi out to the remaining technicians in phases. We rolled XOi out in four waves, keeping our headcount per wave low. SMEs attended these rollouts to help the technicians during each session.

• Be patient and help the technicians that were slow to understand it.
  

• Then, we held the line and set using XOi as a standard. Plus, we have kept it front and center by publicly recognizing and celebrating our top users in our quarterly Service All Team Member meetings.

• I can answer this one from 2 different perspectives. The support, training, and follow up you receive from the XOi team is exceptional when it comes to launching their product. Morgan has been instrumental in the success of the Southeast launch. That’s the external piece, the internal piece is a bit more complex. The key for us has been the leader adopting the technology and seeing the advantages it brings to their business and for their customers. Even with that endorsement, some techs don’t want one more thing they have to do in the field to complete a job. Some embrace it, some don’t. That's why the leader's endorsement is key. They must speak about XOi often.