Raising Revenue and Productivity with XOi

Automated Workflows, Increased Visibility Boost Boulden Brothers Revenue

Challenge

Boulden Brothers faced a number of challenges when it came to project management visibility and technician productivity. While the company had deployed ServiceTitan to manage its service business operations, Technicians and managers still struggled to ensure teams arrived at each job site fully prepared, which resulted in additional truck rolls. Managers often had to physically visit job sites to track progress, a time-consuming process. In addition, new technicians required a significant amount of in-person and phone support from senior technicians, which was a drag on productivity. The company needed a better way to address jobsite workflows and technician support.

Solution

Boulden Brothers immediately saw the potential of XOi to help solve their service challenges at the jobsite. By integrating with the existing ServiceTitan business management platform, XOi could directly improve technician workflows, visibility, and communication. As they deployed the solution and mapped out their workflows, they not only saw productivity improvements, but also a revenue lift and other benefits, including:

• Improved Support for New Technicians: Using XOi, younger technicians can quickly and easily be directed to the information and resources they need to complete a service task without calling a senior technician. If additional support is needed, they can launch a live support call connecting them with an XOi Mentor Specialist with extensive commercial and residential field service experience for guidance. This has boosted the confidence of new hires, because they know when to ask for help, and can more quickly and accurately complete their work. As a result, XOi also makes it easier to onboard new technicians.
• Higher Technician Productivity: Because senior technicians are no longer bogged down with multiple support calls, they are able to complete more service tickets during a shift. Younger technicians are also more productive because customer and technical information is available at their fingertips.
• Improved Job Planning: With XOi, project managers can provide complete job and site details to technicians, including images and videos. The technicians are better prepared for the specifics of the task (tools, parts, etc.) as well as any site-specific challenges (low lighting, cramped enclosures, safety issues, etc.). This has reduced the need for costly second truck rolls due to missing parts or site conditions. Better preparedness has reduced the number of hours required to complete installs, boosting profitability.
• Increased Revenue: Because the technicians are more productive, and each ticket generates more income, Boulden Brothers has seen its revenue increase significantly since the deployment of XOi, despite having reduced its geographic service area. Technicians are driving more business and completing more tickets per day, allowing the business to grow while narrowing its market focus.
• Enabled Proactive Maintenance: Because XOi uses equipment serial numbers to drive part selection, technicians have more opportunities to talk to customers about current recalls, service bulletins, and replacement schedules. This also makes it easier for Boulden Brothers to balance seasonal workloads by encouraging customers to shift regular maintenance away from peak demand periods.
• Increased Sales Leads: Technicians now provide the majority of new sales leads thanks to improved access to information, streamlined communication, and improved service outcomes.
• Improved Visibility: Project managers no longer have to do ride-alongs or make frequent site visits to see the status of current projects. With XOi, they have full visibility from the field via automated reporting, along with images and videos from the job site.
• Faster Incident Reporting: If there are accidents en route or on the job site, or if there is any damage to the customer’s equipment or residence/facility, technicians can quickly notify the correct stakeholders and communicate the details using XOi.
• Streamlined Quote and Inspection Approvals: Because technicians can quickly share project information and images, Boulden Brothers has been able to communicate those details more quickly with sub-contractors and inspectors, which has accelerated pricing quotes and inspection approvals.

Results

• 24% Revenue Increase: Year-over-year, Boulden Brothers has increased revenue through increased productivity, faster ticket resolutions, and increased sales leads from the field.
• 20% Increase in Technician Productivity: Senior technicians can complete more calls per day because of their reduced support burden with younger technicians. And new techs are productive much faster because of better information access.
• 15% Increase in Service Ticket Value: Because XOi provides accurate model and part information, along with service bulletin updates, technicians have increased the value of service tickets via providing more sales leads and upselling opportunities.
• 50% to 60% Lead Conversion Rates: With technicians generating the majority of new sales leads, overall conversion rates have increased, leading to more revenue.
• 70% Tech-Generated Service Leads: In the past, sales provided 70% of new business leads, while service generated 30% of leads. Those numbers have now flipped, with technicians providing 70% of new leads thanks to having more equipment and customer information and sharing details of additional revenue opportunities spotted on the job with sales in real-time, they impress clients with faster and more accurate service.

Implementation and Change Management

Service technicians were closely involved with the development of XOi workflows, which improved the success of the deployment and also helped ensure employee buy-in for the new system. Unlike the more business-centered ServiceTitan application, the XOi deployment was also specifically focused on making it easier for technicians to do their jobs. This encouraged the technicians to embrace the new solution and use it reliably.

Boulden Brothers also leveraged XOi in a way that helped technicians grow in their roles, and improve their work-life balance. Newer technicians are productive in roughly three months (compared to six to 12 months previously). Senior technicians, freed from the need to constantly answer phone calls from their less experienced co-workers, can clock out at 5 pm instead of 7 pm.

By removing frustration and stress from their workflows, XOi has helped make Boulden Brothers a better place to work. This investment in technician support and training has helped the company increase technician retention and loyalty – a critical issue in a market that faces labor shortages.

Conclusion

Boulden Brothers has been able to improve service technician productivity, streamline new technician onboarding, and improve service ticket resolution, all while reducing truck rolls and expanding visibility for managers. Using XOi has not only made it easier for technicians and project managers to do their jobs quickly and effectively, but has also increased revenue. This has allowed the company to improve technician retention through better working conditions, reasonable shift hours, and a competitive pay/bonus structure that would not be possible without the visibility and automation enabled by XOi.