Guardian Environmental Services UK cuts second truck rolls by 58% with visual technical support
Guardian needed a better way to support engineers and show customers the work
Guardian Environmental Services Ltd., a family-owned HVAC company serving customers across the United Kingdom, needed a more modern way to support engineers in the field and improve knowledge sharing across the business. As digital tools became more important to daily service operations, the team wanted a solution that could strengthen technical support, improve communication with clients, and create a more transparent service experience. They also needed a better way to document completed work, reinforce quality standards, and support engineers with practical training resources while jobs were underway.
XOi helped Guardian improve transparency, support, and field documentation
After being introduced to the Vision app through an existing XOi customer, Guardian implemented the platform to give engineers and clients fuller visibility into service activity through photos and videos. The team used Vision to support technical communication in the field, improve knowledge sharing, and create a more consistent service process across jobs. Guardian also expanded its use of the platform by creating health and safety training videos for engineers, turning field documentation into an additional tool for coaching and operational support.
Used visual documentation and training content to improve service quality
Guardian used Vision to deliver full visual technical support through photos and videos, giving clients clearer confirmation of the work completed while helping engineers document jobs more thoroughly. As Managing Director Simon Thurstans said, “XOi has really given us a leg up that’s a differentiator against our competitors,” adding that the platform gives clients added reassurance that a full proper service was completed and helps cover the team in the event of disputes with video evidence showing what was actually done. The company also used the app to create health and safety training videos for engineers working in the field.
Second truck rolls reduced
Guardian decreased second truck rolls by 58%, improving efficiency and helping the team complete service work with stronger validation and fewer repeat visits.
Customer outcomes improved
The team also increased customer referrals and repeat business by 22%, reduced customer credits by 19%, and increased tech-recommended repairs by 12% through stronger transparency and documentation.
Guardian improved efficiency, documentation, and customer confidence with visual service validation
By using XOi to support engineers with visual technical documentation, client transparency, and field training content, Guardian improved quality control, increased efficiency, reduced repeat visits, and created a more trusted service experience for customers across the UK.
decrease in second truck rolls
increase in customer referrals and repeat business
reduction in customer credits
increase in tech-recommended repairs
“XOi has really given us a leg up that’s a differentiator against our competitors"
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