THE CHALLENGE

Standard reports weren't enough to tell the full service story customers needed

JM Brennan needed a better way to document service activity, communicate equipment condition, and create more customized service reporting for customers. While the company had already adopted COINS ERP+ and used TEAMS for advanced tasking and field quoting, those systems did not provide the flexibility needed to support its service vision, operationalize new ideas, or tell a clear customer story through detailed documentation.

APPROACH

XOi improved service documentation, quoting, and workflow customization

JM Brennan adopted XOi to build custom workflows, document service activity with videos, and create more effective service records for both internal use and customer communication. The platform gave the team a way to standardize service practices, improve condition assessments, and support a more proactive maintenance strategy through customized workflows tied to equipment health and field quoting.

IMPLEMENTATION

Used custom workflows and visual documentation to improve consistency and close rates

JM Brennan implemented XOi to create tailored service workflows, improve preventive maintenance consistency, and give customers clearer visual documentation of quotes and completed work. As Scott Adams, Director of Service Operations, said, “XOi has been a game-changer for us. The ability to see exactly what's happening in the field and share visual documentation with our customers has elevated our service to a whole new level. It's a win-win for everyone.” Leadership also drove adoption from day one by attending onboarding meetings, partnering closely with XOi’s onboarding and customer success teams, and coaching the field team through change.

Customer satisfaction increased

Standardized workflows and visual service documentation led to a 10x increase in customer satisfaction while helping JM Brennan create a clearer and more trusted customer experience.

Field quoting became more effective

JM Brennan projected a 10% higher closure rate on field quotes, improved advanced tasking efficiency by 20%, and achieved 100% consistency in preventive maintenance tasks through more repeatable workflows.

THE IMPACT

J.M. Brennan improved customer trust, service consistency, and field quote performance with customized workflows

By using XOi to customize service processes, standardize preventive maintenance, and provide visual documentation in the field, JM Brennan improved customer satisfaction, increased quote effectiveness, and created a more proactive and scalable service operation.

• 10% increase in field quote close rates
• 20% increase in advanced tasking efficiency
• 10x increase in customer satisfaction
• 100% consistency in preventive maintenance tasks
• 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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“XOi has been a game-changer for us. The ability to see exactly what's happening in the field and share visual documentation with our customers has elevated our service to a whole new level. It's a win-win for everyone.”

Scott Adams

Director of Service Operations

Stories

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