How XOi Put Comfort Systems NW on the Leading Edge of Service Delivery and Reduced Warranty Claims by up to 20%

The Challenge 

Comfort Systems NW did not have a consistent way to collect and communicate documentation from the field to its customers. Management wanted a way to improve both the customer experience and employee experience by gathering photo, video, and written confirmation of work completed; to improve data collection for quoting new jobs; and to meet rising customer expectations around professionalism and technology.

The Solution 

Comfort Systems NW selected the XOi solution, and immediately recognized the possibilities around using photos and videos to document work and communicate with customers, as well as the ability to leverage artificial intelligence and automated workflows to create work summaries and improve technician productivity. With XOi, the company has experienced a number of important benefits and improvements, including:

• Superior Documentation: By collecting photo and video documentation, Comfort Systems NW can provide proof-of-work to clients, and readily access work order records when there are questions about scope of work, status, or even claims around property damage.
• Customer Visibility: Customers can easily see what work needs done, what was completed, and any potential issues or conditions the technician finds on site – even when the customer may be remotely located from the job site. This has been particularly valuable with national customers, where the individual assigning or approving the work may have authority over multiple, widespread locations.
• More Accurate Work Summaries: Using checklists and AI, technicians can rapidly create accurate, coherent work summaries without worrying about handwriting legibility, or grammar/spelling mistakes. Even technicians that speak English as a second language can quickly generate these summaries. XOi makes the technicians look more technically advanced and professional, which has improved customer satisfaction and employee morale.
• Better Responses to Insurance Claims: XOi, in combination with safety procedures, training and other strategies, has helped lower insurance claims related to property damage. When a customer makes a claim that a Comfort Systems technician damaged their property or equipment, the company can quickly provide accurate documentation, along with photo and video evidence, to refute the claim. This can potentially save tens of thousands of dollars in claim costs.
• More Consistent Service: For large national accounts, XOi has helped establish and enforce specific workflows for technicians based on customer preferences and policies. Technicians can deliver consistent service, meet client expectations, and provide a better service experience.
• Improved Customer Retention: Because the company can quickly provide proof-of-work, answer questions, and respond quickly when customers have a question or concern, Comfort Systems NW has bolstered its reputation with its customer base and improved retention.
• Faster Quoting: Because XOi allows staff to easily share photos and videos from a job site, the sales team can generate faster and more accurate estimates to customers.
• Increased Customer Trust: With accurate documentation and visibility, Comfort Systems NW has been able to build more trust with its customers, further improving customer loyalty.
• Increased Competitiveness: Customers expect fast, accurate quotes and invoices, as well as video and photo documentation. Having XOi in place has positioned Comfort Systems NW in a better competitive position by allowing them to offer better service.

The Results 

• 10% to 20% reduction in warranty expenditures. With fully documented proof-of-work evidence, Comfort Systems NW has reduced its costs around investigating and paying out on warranty and property damage claims.
• $9,000 to $15,000 in annual savings through reduced warranty claims and customer credits.
• $1,000 and 3 to 5 hours in technician time saved. By not having to travel to customer sites to investigate claims or provide proof of work, and making it faster and easier to generate work summaries, Comfort Systems NW has improved technician productivity.

Conclusion

XOi helped Comfort Systems NW address its documentation challenges, while also positioning the company as a more technically advanced and customer-focused company that can provide excellent customer service. The solution has increased trust and customer loyalty, while reducing costs around warranty and insurance claims and improving technician productivity. The solution has also helped move the company toward a more digital customer and employee experience, which will help Comfort Systems NW meet evolving customer expectations.