Scaling Smart: Gardiner Prepares for Refrigerant Reporting Demands with Workflow Automation

Gardiner is a trusted commercial HVAC provider serving over 2,000 customers across Ohio. Known for its technical expertise, the team is always looking for smarter ways to meet evolving customer demands.

The Challenge

Refrigerant tracking was a growing request from customers, but Gardiner’s data was inconsistent. While a refrigerant tracking process existed, tech adoption hovered at just 50–60%, forcing leadership to manually piece together reports—each one taking up to 3 hours to complete.

With a guaranteed 10 reports per year and at least one monthly customer request, Gardiner leadership was spending a minimum of 66 hours annually on a task that could—and should—be automated.

If more of Gardiner’s 2,000 customers began requesting refrigerant reports, the time cost would spike quickly. The process needed to be standardized before it became unmanageable.

The Solution

Gardiner fully implemented a dedicated refrigerant tracking workflow in XOi, designed to simplify technician input and generate consistent, ready-to-send reports. Key actions included:

• Embedding refrigerant tracking into the daily tech workflow ensured details were captured consistently
• Building a standardized report format for faster turnaround
• Driving adoption with technician training and field prompts

This wasn’t an isolated change—it was part of a larger push to standardize how all job data flows through XOi.

Between Q1 2024 and Q1 2025, Gardiner saw a 213% increase in completed workflows, driven by technician engagement and automation. With more jobs documented properly, refrigerant data became far more accurate—and instantly usable.

The Strategy

Gardiner’s approach focused on enablement, not enforcement:

• Workflow completion became required through tighter integration with their existing systems
• Technicians saw the value—not just in compliance, but in having access to historical job data
• Leadership supported the shift by automating backend processes and reducing manual touchpoints

This combination of clean process, better tools, and field buy-in allowed refrigerant tracking to become part of the technician’s routine—not a separate task.

The Results

• Reclaimed 66+ leadership hours annually by automating recurring reports
• 213% increase in refrigerant tracking workflow completion, driving better refrigerant data accuracy
• Scalable, repeatable process in place to meet rising customer demand

The Opportunity Ahead

Today, refrigerant reporting requests come in monthly. But if just 10% of Gardiner’s 2,000 customers requested reports each year, the old process would require 600+ hours of leadership time.

Now, that same volume can be managed through the standard workflow—fast, consistent, fully integrated, and setting the stage for proactive delivery as customer expectations evolve.