# THE CHALLENGE

## Quoting work was pulling skilled technicians away from billable jobs

Engineered Cooling Services (ECS), based in the Southeast U.S., provides HVAC and controls services across commercial, industrial, and mission-critical environments. With a growing technician base and expanding service footprint, the team needed to maintain speed and consistency in how work opportunities were captured and quoted. Technicians could initiate quotes in the field, but doing so required time to enter detailed information manually. As service demands increased, capturing opportunities without interrupting work became more important to keeping jobs moving and ensuring potential work was consistently followed up.

# APPROACH

## Simplified how technicians capture and submit quote opportunities

ECS introduced a workflow that allows technicians to flag quote opportunities using a photo and brief summary during normal service work. That information is automatically routed to a dedicated internal team, where quotes are built and returned without requiring additional input from the field. This approach allows technicians to stay focused on servicing assets while ensuring every opportunity is documented and moved forward.

# IMPLEMENTATION

## Routed field input directly into a centralized quoting process

When a technician identifies an opportunity, they capture a dataplate photo and short job summary, which is immediately structured and shared with the quoting team. From there, quotes are developed and delivered with consistent detail and turnaround time, often while the technician is still onsite.  
“Throughout the years, XOi has been immensely beneficial to our company by attentively listening to our needs, implementing improvements, and introducing enhancements we didn’t even realize we needed.”– Stacy Brock, Business Systems Manager, ECS

### Quoting handed to specialists

A dedicated quoting team now handles all quotes, removing the burden from field technicians and improving speed and accuracy across the board.

### More approved work secured

Faster, more accurate quotes backed by XOi's field-captured data led to improved quote approval rates and more secured work.

# THE IMPACT

## What changed when quoting became its own discipline

ECS replaced a technician-dependent quoting process with a streamlined, team-based model, freeing field technicians to focus on service and giving quotes the dedicated attention needed to win more work faster.

- **6x** increase in quote requests  
- **3x** more techs engaged in quoting  
- Quotes were able to be turned around in less than 24 hours  
- XOi saved ECS thousands of field service hours  
- **99%** of all technician leads come through XOi (up from 40%)  
- **15%** total tech generated lead volume increased in 90 days

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“Throughout the years, XOi has been immensely beneficial to our company by attentively listening to our needs, implementing improvements, and introducing enhancements we didn’t even realize we needed.”  
Stacy Brock  
Business Systems Manager, ECS

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