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Burns & McBride Case Study

Footprint
Northern Delaware
Southeastern Pennsylvania

Number of Techs
22

Number of Customers
12,000

“We were looking for a consistent way for technicians to communicate their findings with the customer. Some technicians are hesitant to talk, and others want to talk too much. By having them record a video of their recommendations, it is helping us to get a more consistent presentation.”


TOM McBRIDE
Co-Owner

Overview

Burns & McBride has been a leader in the HVAC field for 73 years and is committed to providing quality 24/7 heating, cooling, and air quality service maintenance and installations throughout Northern Delaware and Southeast Pennsylvania. They continually invest in new processes and technologies to do the job better each day.

Burns & McBride sought a technology solution that would improve communication between technicians, managers, and customers. With XOi, they saw an opportunity to ensure consistency and accountability within the team. XOi’s seamless integration with ServiceTitan was a real plus since it allows them to streamline workflows and better communicate updates and fixes to their customers.

The adoption of XOi’s Vision app has given Burns & McBride a way to clearly explain to the customer what they found, what they did, and the reason for any recommendations.

Since implementing XOi Vision, Burns & McBride has reduced callbacks, improved technician credibility, streamlined workflows, and given their sales team valuable information in the quoting process.

“Previously in ServiceTitan, the technicians had fairly long checklists which needed to be completed for jobs (i.,e preventive maintenance visits or service calls.) In addition, we needed to attach several different photos. XOi allowed us to change these checklists into much shorter – and more informative pictures and videos. This has been a hit both with the techs and the customers” — Tom McBride, Co-Owner, Burns & McBride

Partnering With XOi

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    Increased Transparency and Customer Communication
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    Streamlined Internal Processes and Improved Efficiency
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    Enhanced Customer Experience
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    Reduced Callbacks

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