THE CHALLENGE

Tech-generated leads were slipping through the cracks before sales could act

Gardiner is a commercial HVAC provider based in Northern Ohio, supporting a wide range of commercial, healthcare, education, and industrial customers. With a large field team and a strong focus on service-driven growth, technician-identified opportunities play a central role in how the business generates new work. As lead volume increased, capturing and tracking those opportunities consistently across teams became more important. Leads were being shared through multiple channels, making it harder to maintain visibility, ensure follow-up, and align sales activity with what was happening in the field.

APPROACH

XOi standardized how Gardiner captures and routes leads from the field

Gardiner introduced a structured workflow that guides technicians to submit leads as part of their normal job process. Required fields, automated prompts, and confirmation messages ensure that each opportunity is documented consistently and routed to the right teams without adding friction in the field. By aligning the workflow with existing habits and reinforcing participation through clear feedback and incentives, lead capture became a routine part of daily work.

IMPLEMENTATION

Connected field lead capture to sales follow-up and accountability

When a technician submits a lead, the information is immediately structured and shared with sales leadership for follow-up. Each submission is tracked centrally, giving the business a clear view of lead volume, quality, and conversion across teams. “This wasn’t just about lead volume—it was about visibility, accountability, and speed. XOi helped us tighten the loop between techs and sales.” – Tyler Winfield, Service Operations Leader, Gardiner

Lead capture: 40% → 99%

Tech lead capture went from 40% to 99%—recovering nearly every field-identified opportunity that was previously going untracked.

+15.5% lead volume in 90 days

Standardized capture and faster sales follow-up drove a 15.5% increase in total lead volume within 90 days of implementation.

THE IMPACT

What changed when field leads stopped falling through the cracks

Gardiner was able to generate a reliable revenue pipeline — raising tech lead capture from 40% to 99% and growing lead volume by 15.5% in just 90 days by embedding lead capture directly into technician workflows.

99% of technician leads routed through XOi

15.5% total tech-generated lead volume increased in 90 days

XOi lead routing increased from 40% to 99%

99% of all technician leads come through XOi (up from 40%)

15% total tech generated lead volume increased in 90 days

“This wasn’t just about lead volume—it was about visibility, accountability, and speed. XOi helped us tighten the loop between techs and sales.”
Tyler Winfield
Service Operations Leader

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