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Heritage Home Service Case Study

Footprint
Southeastern New Hampshire and North of Boston, Massachusetts

Number of Techs
100

Number of Customers
21,000

“Service Titan is the financial aspect of what happened on a service call. XOi is the detailed story of what really happened. It’s what we found, it’s what we saw, it’s what we did, it’s what we used as a checkout process.”


MICHAEL STEWART
Training and Development Manager

Overview

Founded in 1986 by brothers Steve and Craig Chartier, Heritage Home Service provides residential plumbing, heating, cooling and electric services to New Hampshire and Massachusetts. With a focus on being the service provider with the happiest customers, Heritage has revolutionized their business by putting each customer first. They take the time to learn exactly what each customer needs in order to ensure they are happy with their service.

As a full service HVAC, electrical, and plumbing company, Heritage sought a visually intelligent solution to enhance and improve their overall service offerings. XOi’s Vision app has helped Heritage achieve optimal transparency for their customer focused business through the use of visual documentation on each job. The application of photos, videos, and detailed job overviews has improved Heritage’s validation of work, quality control, and overall efficiency.

Heritage has even customized the app to their specific business needs, adding the capability to log equipment at each customer’s home and the ability to train technicians through tailored workflows.

Heritage’s future plans for Vision currently include utilizing the app to improve their HR department’s policies and procedures and incorporating employee safety protocols into Vision workflows.

“XOi has worked really well for our project managers who go out and quote system replacements,” said Michael Stewart, Training and Development Manager. “With XOi, they can actually put the full scope of work, the job, the video, the tasks, everything in one workflow, allowing the installer to review and understand the install ahead of time. It’s saved a ton of conversations and headaches as far as communicating what the scope of work is going to entail.”

Partnering With XOi

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    Increased Transparency with Visual Documentation
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    Streamlined Processes & Improved Efficiency
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    Improved Quality Control & Monitoring
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    Enhanced Customizable Support