With XOi, J.M. Brennan, Inc. was better able to show customers exactly what their projects needed and why, resulting in increased sales and revenue. Tracking their key performance indicators (KPIs) with XOi, J.M. Brennan has seen their closure rate for field quotes increase by 10 percent, among other improvements.
Existing Systems Fell Short
J.M. Brennan faced several challenges in their service operations before adopting XOi. They had recently migrated to Coins ERP+ and used Microsoft Teams for advanced tasking and field quoting. While these systems were useful in their own right, they lacked the necessary features and customization options to support J.M. Brennan’s innovative service vision, operationalize their ideas, and meet the evolving needs of their customers.
The service reports generated were generic and lacked effective customization, hindering the company’s ability to provide detailed documentation and tell the customer story. J.M. Brennan also struggled to find a way to efficiently document their service activities and condition assessments, which were crucial for both internal processes and customer communication.
Customizing Counts
J.M. Brennan discovered XOi and realized its potential to address their challenges. They were particularly drawn to XOi’s custom workflows, which allowed them to easily create and tailor processes to their specific needs.
The ability to document service activities with videos and easily share them with customers intrigued the team. As they began using XOi, they observed significant positive outcomes:
- Exceptional customer response: When J.M. Brennan introduced XOi to their customers, they received exceptionally positive feedback. Customers were pleased with the ability to view visual quotes, preventive maintenance activities, and other service documentation.
- Increased sales and revenue: The use of XOi in field quotes and customer presentations had a substantial impact on closing deals. J.M. Brennan’s customers could now see precisely why equipment needed replacement, leading to increased sales and revenue—and high levels of confidence.
- Streamlined workflows: XOi’s customizable workflows allowed J.M. Brennan to standardize service practices, ensuring consistency and quality in their work. Technicians now have clear guidelines, resulting in improved training processes.
- Proactive maintenance: Using XOi’s custom workflows, J.M. Brennan created their own rating system for equipment condition assessment, enabling them to be proactive in identifying potential issues. This proactive approach contributed to customer satisfaction and trust.
XOi Yields Excellent Results
J.M. Brennan tracks various metrics and KPIs with XOi, including usage by technicians, safety-related data, end-of-life reports, and the number of quotes produced and secured. Adopting XOi yielded the following results:
- Reduced time on advanced tasking for preventive maintenance agreements: XOi streamlined the tasking process, reducing the time needed to complete advanced tasking by 20 percent.
- Increased customer satisfaction: Standardized workflows and visual documentation led to a 10-fold increase in customer satisfaction.
- Perfect consistency in preventive maintenance: XOi helped J.M. Brennan achieve 100-percent consistency in preventive maintenance tasks.
- Higher closure rate on field quotes: J.M. Brennan anticipates a 10-percent increase in their closure rate for field quotes, leading to measurable revenue growth.
Managing Change Effectively
J.M. Brennan fully embraced XOi from day one. Their leadership made it a priority to attend every onboarding meeting and brought thoughtful questions to the table. They partnered with their XOi onboarding and customer success managers to provide their team with comprehensive training and support.
J.M. Brennan understood that change could be met with resistance and required support from leadership from the start, so they ensured that their team received the necessary coaching and assistance to become proficient with XOi and how it works with Coins. As a result, J.M. Brennan successfully transformed their service operations with XOi, addressing the challenges they faced in documenting service activities, providing better customer communication, and streamlining workflows.
By leveraging the power of XOi’s customization, proactive maintenance features, and integration capabilities, J.M. Brennan enhanced customer satisfaction, increased revenue, and positioned themselves as an innovative and competitive player in their industry. Their commitment to adapting to new technology and their partnership with XOi have proven to be a winning combination for their business.
For more information, visit xoi.io.
