THE CHALLENGE

New techs needed more support, and managers needed better visibility into the field

Boulden Brothers was using ServiceTitan to manage service operations, but technicians and managers still lacked the visibility and support needed to keep jobs moving efficiently. Teams were not always arriving fully prepared, which led to additional truck rolls, while managers often had to visit job sites in person to track progress. New technicians also relied heavily on phone and in-person help from senior technicians, which slowed productivity across the organization and created a need for better jobsite workflows and technician support.

APPROACH

XOi improved technician support, workflow visibility, and jobsite preparedness

By integrating XOi with ServiceTitan, Boulden Brothers created a more connected field workflow that improved communication, gave technicians faster access to technical information, and reduced the support burden on senior team members. The platform helped project managers share detailed site information, including images and videos, so technicians could arrive better prepared with the right tools, parts, and context. It also gave managers automated visibility into job progress without requiring frequent ride-alongs or site visits.

IMPLEMENTATION

Used connected workflows and live support to improve productivity and reduce truck rolls

Boulden Brothers deployed XOi to give newer technicians faster access to jobsite information, guided resources, and live support when they needed help in the field. As Matthew Kron said, “[XOi] has allowed my senior techs to do their job and lets younger techs have the confidence to learn and know that they can ask for help. We have the visibility to have the right technician at the right job at the right time.” The company also involved service technicians closely in workflow development, which improved buy-in and made the deployment more successful across the team.

Revenue and productivity increased

Boulden Brothers increased year-over-year revenue by 24% and improved senior technician productivity by 20% through faster ticket resolution, stronger field support, and better job preparation.

Technician performance improved

Average service ticket value increased by 15%, lead conversion rates reached 50% to 60%, and newer technicians became productive in roughly three months instead of the previous six to 12 months.

THE IMPACT

Boulden Brothers improved revenue, technician productivity, and field visibility with connected service workflows

By using XOi to improve technician support, reduce unnecessary truck rolls, expand manager visibility, and speed new technician onboarding, Boulden Brothers created a more productive service operation that also improved retention and working conditions for the field team.

• 24% year-over-year revenue growth
• 20% increase in technician productivity
• 15% increase in service ticket value
• 99% of all technician leads come through XOi (up from 40%)
• 15% total tech generated lead volume increased in 90 days

“[XOi] has allowed my senior techs to do their job and lets younger techs have the confidence to learn and know that they can ask for help. We have the visibility to have the right technician at the right job at the right time.”
Matthew Kron
Installation Department Manager

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