# THE CHALLENGE

## Creating Consistency Across a Complex USPS Portfolio

Supporting USPS facilities requires more than reliable field service. Harris needed a documentation process that could consistently support contractual inspection requirements, compliance reviews, and repair recommendations across multiple locations. Incomplete asset records inherited from previous providers, inconsistent inspection documentation, and limited visibility into field findings created unnecessary ambiguity for stakeholders evaluating service performance and repair needs.

# APPROACH

## Standardizing Documentation Around Contract Requirements

Harris developed a USPS-specific preventive maintenance workflow designed to align directly with contractual inspection requirements. The new process standardized how technicians documented inspections, validated equipment information, confirmed refrigerant status, and captured site verification images. By replacing handwritten reports with structured digital workflows, the team created a consistent, review-ready documentation process that improved visibility, accountability, and compliance alignment across every serviced location.

Key actions included:

-  Implemented a USPS-specific preventive maintenance workflow  
-  Standardized inspection documentation across all locations  
-  Embedded compliance checkpoints into service workflows

# IMPLEMENTATION

## Digitizing Inspections and Validating Asset Records

The Salt Lake and Boise teams transitioned from handwritten inspection reports to a structured digital workflow that guides technicians through required inspection steps. The workflow prompts technicians to answer contractual inspection questions, validate equipment information directly from physical assets, confirm refrigerant status, and capture supporting images. Each completed visit generates a standardized report that can be reviewed consistently by stakeholders across the USPS portfolio.

-  Digital preventive maintenance workflows  
-  Standardized inspection response capture  
-  Refrigerant verification documentation  
-  Equipment data plate validation

# THE IMPACT

## Driving Growth Through Documentation Excellence

By elevating documentation to the same standard as field execution, Harris improved transparency, compliance alignment, and stakeholder confidence across its USPS portfolio. The team eliminated documentation revision requests, streamlined repair authorization processes, improved asset visibility, and established a repeatable model that contributed to significant regional expansion opportunities.

**100%** Regional footprint growth  
**34** USPS sites serviced  
Improved repair approval efficiency through structured documentation  
**99%** of all technician leads come through XOi (up from 40%)  
**15%** total tech generated lead volume increased in 90 days

> This is where we can put just some text for a stat or feature.

> Once we standardized our documentation, it became much easier to clearly show the work being done at each site, and that helped support our growth across the account.  
> **John Reynolds**  
> Service Manager

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## Time to live your own success story

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