Watts Heating & Cooling increases upgrade tickets by $600 using visual sales conversations | XOi Customer Stories

THE CHALLENGE

Watts needed to prove service quality in a competitive Portland market

Watts Heating and Cooling, a Portland-area HVAC contractor, provides routine maintenance, service, emergency repair, and complete system replacement across multiple communities. As the business grew, the team needed stronger service processes, more consistent training for newer technicians, and better quality control in the field. They also wanted a clearer way to help customers understand technician recommendations during service calls. Without a standardized approach to documentation and coaching, opportunities to improve ticket value, reduce mistakes, and strengthen technician confidence were harder to capture consistently.

APPROACH

XOi helped Watts improve training, documentation, and customer communication

With XOi, Watts introduced a more visual service experience that helped technicians show customers exactly what they were seeing in the field. The platform also gave managers a practical way to reinforce the company’s standards through documentation and training content, making it easier to coach green techs and create more consistent work processes. By combining visual proof with repeatable guidance, the team improved how recommendations were delivered to customers while also supporting technician development behind the scenes.

IMPLEMENTATION

Standardized field processes and used visuals to support upgrades and training

Watts used XOi to document what technicians were seeing in the field and turn those visuals into better customer conversations and stronger internal coaching. As Luke Watts put it, “Our upgrade sales have increased from an average of $350 to $950 per ticket. That $600 jump is mostly because of XOi and being able to visually show our customers what I am suggesting.” He also noted that the platform helped the team coach technicians through training videos that showed them the Watts way to do the job.

Upgrade revenue increased

Average upgrade tickets increased by $600, rising from $350 to $950 per ticket through more visual, trust-building service conversations.

Training and quality improved

The team improved green tech training, developed clearer work processes, reduced in-field mistakes, and delivered stronger customer service through visual evidence.

THE IMPACT

A 13-tech team improved ticket value, technician development, and service consistency with visual documentation

“XOi is a fantastic product whose training elements and documentation give wisdom for younger techs. It helps build confidence, strengthen morale, and lessens frustration for green techs wanting to learn.”

Luke Watts
Service Manager

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