Warwick Mechanical Uncovers Thousands of Sales Opportunities, Improves Service with XOi

While Warwick Mechanical Group had embraced mobility across its service operation for service tickets and documentation, organizing, sharing and adding photo or video documentation to its job data was challenging and highly manual. Customers wanted clearer and more detailed reports and images when work was completed – particularly when managers were not on site of the repair – but adding attachments to customer documentation was time consuming and challenging.

The company wanted a way to improve customer education, bridge the knowledge gaps for green technicians, improve customer transparency, and deliver exceptional service on each job. Warwick Mechanical needed technology to help set themselves apart from the competition by improving the overall customer experience, and living up to their Best-in-Class service culture.

The Solution

Warwick Mechanical identified the XOi platform as a solution that could help the team improve customer engagement and streamline service ticket processes.

Increased Sales Opportunities: Warwick Mechanical now includes a step in their service call workflow to discuss potential upgrades, upsells, or replacement equipment. They also take advantage of automatic email notifications to send an email directly to their Director of Sales when a customer indicates a need for a new contract.

Better Equipment Visibility: The company leverages site surveys to gather the necessary information for the job, create accurate estimates and track the age of equipment and refrigerant, as well as equipment accessibility. This helps them identify and replace aging units more accurately.

Improved Training: The company has been able to leverage XOi to create and share training videos for new hires, which accelerates the onboarding process. Warwick has built its own training content library in the XOi Knowledge Base, and assigns new technicians to access that content as part of their training. Insights generated by XOi also help the company determine which manufacturer’s training offerings or in-house training opportunities to focus on.

Streamlined Workflows: The company has created workflows for each type of work order (repair, maintenance, equipment replacement, plumbing, HVAC, etc.) that outlines the necessary steps for each type of job. Technicians can also access service manuals and bulletins automatically, and can see what work has been completed on specific pieces of equipment.

Accurate, Reliable Notes: The AI note generation capabilities of XOi have helped the company obtain accurate job notes, even from technicians that struggle with writing detailed work descriptions. Technicians are able to get work summaries to clients faster.

The Results

With XOi, Warwick Mechanical has achieved a number of measurable improvements that have boosted customer service, reduced inefficiencies, and created new revenue opportunities.

• 4,000+ Potential Sales Opportunities Uncovered: With better visibility into the installed base, XOi helped Warwick uncover significant R-22 refrigerant replacement and end-of-life (EOL) opportunities, with a potential profit of $11.3 million. When these assets are identified, Warwick was able to develop a workflow that routes opportunities to the Director of Sales.
• 50% Reduction in Missing Job Notes: With XOi’s AI Work Summaries deployed across their team, Warwick Mechanical reduced missing job notes from 30% to 15% of their calls. The improved detail of the work summaries helps their team identify and drive more sales opportunities and increase customer satisfaction.
• 20% Reduction in Unwarranted Customer Credits: With better documentation (including images and videos), job notes, and easily searchable work histories, Warwick has been able to cut down on the number of improperly issued customer credits.

Conclusion

Warwick Mechanical has launched a significant transformation initiative around its service operations, using XOi to standardize workflows and improve documentation in ways that not only provide enhanced service to its customers, but that also makes it easier for technicians to access and share information internally and with clients. In addition, XOi has provided measurable financial benefits, reducing unwarranted credits (thanks to better proof of work documentation) and identifying millions in potential new sales through better tracking of discontinued refrigerant use and equipment age. By embracing new technology, Warwick Mechanical continues to burnish its reputation as a best-in-class service provider.