XOi ’s Post

Wonderful case study on why XOi is so valuable to service organizations like Comfort Systems USA and their customers. See below:

Question: What can you get with a Cat® Customer Value Agreement (CVA)? Answer: You get a lot. More than we can fit into a caption. But here are the highlights: 🛠️ Hassle-free maintenance 🧑🏭 Expert dealer support 🩺 Equipment health management 🤝 High performance equipment. Less downtime. #customervalueagreement #oilandgasservice

Better businesses realize the mQ difference.

Did you know... If an issue is not resolved on the first service visit, a technician will have to visit 1.6 additional times on average? Think about what this could mean for your organization? Improving this vital metric not only enhances operational efficiency but also strengthens customer trust and loyalty, as timely and effective resolutions are critical to maintaining high levels of satisfaction. Learn how in this blog post!

Excited to share this snippet from my recent guest appearance at the FSM Field Service Conference, where I talked in short about the key KPIs that matter most for service performance from my perspective. When measuring field service, it's not just about the metrics—it's about understanding the bigger picture. Here's what I emphasized: 1️⃣ First-Time Fix Rate (FTF) – It’s not just about getting it right the first time. It’s about having the right knowledge, parts availability, and processes before even heading to the site. 2️⃣ Response Time (RT) – Location matters. Field service engineers positioned strategically close to high-demand areas are essential for meeting customer expectations. 3️⃣ Repair Quality – Minimizing rework is crucial. Keeping rework rates below 2-3% shows that the team is performing at a high level of service quality. These KPIs tell a deeper story than just numbers—they speak about the entire dealer aftermarket capacity, efficiency, and readiness of the service team to meet and exceed expectations. #FieldService #AftermarketExcellence #ServicePerformance #FTF #RT #RepairQuality

Be audited by Qualifyze and save time, energy and resources. Let us schedule dates, liaise between stakeholders, and combine multiple customer audits into one. Learn more: https://hubs.ly/Q02yYcVk0

This story from Lee Cox and the team at Century Fire Protection is one of my all-time CX favorites -- because it's all about action. 🔥 Too many customer feedback programs focus on the score (NPS, CSAT, CES, ...). That score is simply an indicator along the journey to something great with your customers. When you get feedback and respond to it -- thanking customers for kudos and engaging customers who've had a poor experience -- you make magic happen. If you're not taking real-time action on customer feedback, you're hurting a relationship and leaving business growth behind. Focus less on the score, and more on how you improve it every day by creating the best customer experiences every time!

Check out how we are helping streamline operations for our customers!

For Telcos aiming to minimise truck rolls and ensure installations/fixes are completed successfully on the first attempt, ultimately reducing costs and enhancing customer satisfaction, this is a must-watch! Techs on the move need info at their fingertips. Learn how Salesforce Field Service brings data to life, reducing truck rolls & downtime. Join our webinar for insights & innovation demo!

"Wow, what amazing feedback! 😊 We're thrilled to receive such glowing praise from a valued customer. Thank you for recognizing our commitment to providing outstanding service and ensuring you get the best deals on your utility contracts. Your satisfaction is our priority! 🌟 #CustomerFeedback #OutstandingService #UtilityContracts"