XOi Brings New Video Based Training and Operational Transparency to Industry's Techs
.webp)
Key Takeaways
Video turns every job into a training asset
When techs capture video documentation of their work, those recordings serve the customer and become training material for the next tech on site.
Transparency rebuilds trust in the trades
The field service industry has a trust problem.
How XOi Is Modernizing the Skilled Trades Through Video and Connected Technology
In an era driven by smartphones, apps, and short-form digital content, XOi is helping bring service technicians to the forefront of technological innovation.
The company’s platform combines video-based training, operational transparency, and real-time field communication to help service organizations improve technician performance and customer trust.
Built From Blue-Collar Roots
Growing up in Michigan in a family-run manufacturing business, Aaron Salow developed firsthand exposure to the skilled trades industry.
Surrounded by farmers, manufacturers, and construction professionals, Salow saw both the value of skilled labor and the growing workforce challenges facing the industry.
“The impetus for the company is how we use technology to solve the skilled trades gap,” Salow explained.
From Smart Glasses to Smartphones
XOi originally experimented with smart glasses technology, outfitting more than 1,000 technicians with live-video-enabled devices to document and guide field work.
While the early concept provided valuable operational insights, the hardware ultimately proved impractical for large-scale deployment.
As a result, XOi pivoted to a more accessible solution by delivering its technician-first platform through smartphones and tablets.
Today, the platform primarily serves:
- Electrical contractors
- Plumbing professionals
- Mechanical service providers
- Commercial kitchen equipment technicians
Supporting Technicians in the Field
XOi focuses on servicing technically advanced, mission-critical equipment that can be difficult to diagnose and repair in the field.
According to Salow, technicians often work independently in environments like:
- Commercial kitchens
- Rooftop HVAC systems
- High-performance computing environments
“It’s really important to be connected to information, connected to an office, and connected to the client,” Salow said.
The platform provides technicians with:
- Step-by-step instructional videos
- Real-time support capabilities
- Documentation tools
- Communication workflows
- Customer-facing reporting
Reducing Callbacks and Improving Training
One of XOi’s core differentiators is its video-based training system.
The company captures repair and service workflows from experienced trades professionals and delivers those instructional videos directly to technicians in the field.
“Now technicians, with little experience, know exactly how to do a job and it's all customized and exact,” Salow explained.
According to XOi, one customer partnership saw service callbacks and re-service visits decrease by 85% after implementing the platform.
Building Trust Through Transparency
Beyond technician enablement, XOi also helps service companies improve customer trust through greater operational transparency.
The platform allows companies to share:
- Videos of completed work
- Time-stamped service documentation
- Diagnostic reports
- Photos and repair evidence
- Billing and invoice information
Rich Malachy believes transparency is critical for improving public perception of the trades industry.
“Transparency is the only thing that can change perception to reality,” Malachy said.
A Game Changer for Service Providers
For Windy City Equipment, XOi’s platform has significantly improved both internal operations and customer communication.
According to CEO Josh Zolin, the technology has streamlined documentation and reduced operational redundancies.
“We are now able to provide a level of transparency that few other companies in our industry are able to,” Zolin explained.
The platform also helps technicians justify repair recommendations and verify part numbers more accurately through recorded visual documentation.
Accelerating Digital Transformation in the Trades
As COVID-19 accelerated the need for remote communication and virtual oversight, video-based service workflows became even more valuable.
XOi’s platform helped field service organizations adapt by improving digital communication between technicians, offices, and customers while also helping extend the lifespan of costly equipment during supply shortages.
About XOi
Based in Nashville, XOi provides technology solutions designed to help field service organizations improve technician performance, operational efficiency, and customer transparency through connected asset intelligence and video-enabled workflows.
FAQs
How does video-based training work in field service?
XOi captures step-by-step job videos from experienced technicians and stores them in a searchable knowledge base. Green techs access these recordings in the field, learning the right way to complete each repair by watching how it was done on a real job.
How does XOi address the skilled trades gap?
XOi accelerates technician development by delivering training, knowledge, and live expert support at the point of need — in the field, during the job. This allows less experienced techs to perform at a higher level faster, reducing the impact of the labor shortage.
How does visual documentation build customer trust?
When customers receive a shareable link showing photos, videos, time-stamped work records, and billing transparency, they have objective proof of what was done and why. This visibility rebuilds the trust that the trades industry has struggled to maintain.
What is operational transparency in field service and why does it matter?
Operational transparency means giving customers and managers a clear, documented view of the work performed on every job. It eliminates disputes, builds long-term trust, and differentiates contractors who can show their quality from those who can only describe it.
How does XOi benefit contractors who service complex or hard-to-reach equipment?
XOi's Live Call feature allows experts to see exactly what the on-site tech sees, providing remote guidance for complex repairs without requiring a second site visit. Visual documentation also captures conditions in hard-to-access areas, giving customers proof of issues they'd never see otherwise.
Need more help?
Reach out to our team for guidance on your specific situation
Explore more on this topic
You might also be interested in these resources
.webp)
.webp)
.webp)
Ready to put your asset data to work?
See how XOi turns asset intelligence into better outcomes for every stakeholder in the field service ecosystem.
