THE CHALLENGE

Johnstone Sadlier was delivering value in the field without a clear way to prove it

Johnstone Sadlier, a wholesale HVAC/R provider in Washington State, needed a better way to show contractors the value its Technical Service Advisors were delivering in the field. Before XOi, the team lacked a consistent process for documenting service interactions, sharing insights beyond a single visit, and proving the broader value of its support organization. They also needed a clearer way to track contractor interactions, understand recurring issues, and measure time spent helping customers outside of billable work.

APPROACH

XOi helped Johnstone Sadlier document service value and improve contractor transparency

Johnstone Sadlier used XOi to document day-to-day TSA activity with images and create detailed reports that could be shared with contractors and their teams. Those reports outlined what happened on site, what issues were identified, and how they were resolved, helping contractors educate their own technical staff and apply that knowledge on future jobs. The platform also gave Johnstone Sadlier a better way to track service interactions, analyze equipment trends, and quantify the support it was providing across its contractor base.

IMPLEMENTATION

Used field reporting and transparency tools to prove service value and reduce repeat support.

Johnstone Sadlier implemented XOi as an easy-to-adopt reporting system that helped the team document field activity, share service insights more clearly, and give contractors more transparency into the work being done on their behalf. As Curtis Barr said, “XOi has been such an easy-to-adopt and apply reporting system for our team. It helps us be the most transparent and information-led team in our market.” The team also used XOi in a more innovative way by tracking “opportunity time,” or non-billable time spent supporting contractors, and assigning a monetary value to that service.

Delivered customer value became measurable

Johnstone Sadlier uncovered more than $10K in monthly delivered customer value by tracking non-billable contractor support time that previously went unmeasured.

Contractor support became more efficient

The team improved contractor satisfaction, reduced repeat requests for already resolved issues, and consistently maintained or exceeded contractor-facing time goals that had previously been difficult to track.

THE IMPACT

Johnstone Sadlier used service transparency to prove value, improve contractor education, and strengthen support efficiency.

By using XOi to document service interactions, share visual reporting, and measure contractor support time, Johnstone Sadlier created a more transparent, information-led service model that improved customer satisfaction and helped the team demonstrate differentiated value in a competitive distribution market.

$10K+

in monthly delivered customer value

Contractor-facing time goals were maintained or exceeded throughout the project

Repeat support requests on previously resolved issues dropped after implementation

99%

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

15%

total tech generated lead volume increased in 90 days

“XOi has been such an easy-to-adopt and apply reporting system for our team. It helps us be the most transparent and information-led team in our market.”

Curtis Barr
Technical Service and Training Manager

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