XOi Technologies - Experts & Thought Leaders

XOi, the global provider of technician-first smart technology for commercial and residential field service companies, and AAON, a world major in HVAC solutions for commercial and industrial indoor environments, are collaborating to create a fully connected equipment lifecycle, empowering technicians and factory experts to quickly and efficiently resolve issues, improve productivity, and enhance customer experience.   XOi’s field intelligence-powered solution and deep data insights provide AAON with a comprehensive ecosystem of equipment data, so techs have complete and accurate information available in the field. Connected to the full lifecycle of AAON equipment, from manufacturing to replacement and every touchpoint in between, techs spend less time resolving issues and reduce administrative workflows. XOi’s proven effectiveness “XOi’s industry-renowned platform helps us own the full lifecycle of AAON equipment, making the installation and service of AAON equipment a guided, repeatable process,” said David Recca, AAON Service Development Manager for North America. AAON’s exclusive optimized warranty workflows demonstrate XOi’s proven effectiveness He adds, “With the support and insights available through XOi, techs can act more efficiently while increasing accuracy, pioneering to shorter turnaround times and fewer callbacks.” AAON’s exclusive optimized warranty workflows demonstrate XOi’s proven effectiveness. Since implementing XOi, AAON rep firms report a 100% approval rate for completed warranty claims, significantly reducing the time spent to complete each job. AAON’s process “The communication of information through XOi has provided data transparency to every stakeholder,” said Micheal Plummer, XOi Specialist at AAON, adding “From the field tech and their leadership to the manufacturer, we all see the same information being brought in from the field. With that correct data, we can see the component failure, the actual component that needs to be replaced, and get it shipped correctly the first time.” XOi has cut AAON’s process of reviewing warranty claims in half. Decisions are now based on facts technicians report from the field directly to the factory, parts are shipped correctly the first time and the customer benefits from a faster resolution. AAON’s global presence “Our groundbreaking technology combined with AAON’s global presence means this collaboration will change ideas about what’s possible in our industry,” said Aaron Salow, Founder and CEO of XOi. He adds, “AAON technicians around the world will have an all-new capacity to document, communicate, and verify the services they provide with unprecedented accuracy and transparency so they can build customer relationships built on trust and loyalty.” XOi users report, on average, a 20% reduction in the amount of time it takes to complete tasks, an additional $1.4 million in new replacement and preventive maintenance contract revenue, and a 40% reduction in second truck rolls.

XOi, a globally renowned provider of technician-focused technology solutions, has named veteran industry pioneer - Richard “Fletch” Fletcher to head the company’s critical manufacturer partnerships, as it continues to invest in technician-focused technology driving the digital transformation of the skilled trades.  As the newly appointed Executive Vice President of XOi’s OEM channel, Fletcher leverages his manufacturer experience to head the evolution and execution of XOi’s OEM partner strategy; support XOi’s OEM partner relationships; and optimize long-term value and adoption for OEM partners. Premier digital tool “I’m proud to work for a company that’s remained true to its blue-collar roots, while innovating the field service technology industry,” said Richard Fletcher. He adds, “Our industry is rapidly changing. Customer expectations are higher than ever and the skilled trades gap is growing. XOi is the premier digital tool for business owners to successfully navigate these challenges." Productivity and profitability Our relationships with the trusted companies that design and manufacture the complex equipment that keeps us all safe" Richard Fletcher continues, "Our mission is to help contractors enhance productivity and profitability by empowering the hard-working men and women on the front lines of the industry." He stated, "Our relationships with the trusted companies that design and manufacture the complex equipment that keeps us all safe and comfortable is a crucial element of our vision for the industry.” Extensive industry experience Richard Fletcher has 30 years of experience in residential and light commercial HVAC and construction sales, marketing, and development, including a decade in executive leadership for Carrier, a worldwide pioneer in heating, air conditioning, and refrigeration solutions. He has designed and led sales recognition programs with double-digit growth above market growth and large high-touch customer engagement campaigns resulting in 95-plus percent dealer retention. CEO's comment Richard brings invaluable experience and insight that positions XOi to deliver premium value" “Our mission to truly transform the field service industry depends on our partnerships throughout the OEM sector,” said Aaron Salow, Founder and CEO of XOi. He adds, “Richard brings invaluable experience and insight that positions XOi to deliver premium value to all our OEM partners and, as a result, improve the experience of technicians and end users and elevate results for all of us.” Managing and leveraging data XOi provides field service contractors and their teams the premier tool for managing and leveraging data from current jobs as well as historical projects, including powerful data collection, virtual support and mentoring, and real, actionable insights. XOi users report, on average, a 20% reduction in the amount of time it takes to complete tasks, an additional $1.4 million in new replacement and preventive maintenance contract revenue, and a 40% reduction in second truck rolls.

Daikin Comfort Technologies North America, Inc. (Daikin), a subsidiary of Daikin Industries, Ltd., a manufacturer of heating, cooling, and refrigerant products, and XOi, the provider of technician-first smart technology for commercial and residential field service companies, are transforming the possibilities of field service technology through a new strategic relationship. AI- and data-driven solution Together, Daikin and XOi are working to revolutionize the way technicians interact with technology in the field. The collaboration connects Daikin HVAC technicians throughout North America with XOi’s advanced AI- and data-driven solution, generating an unprecedented information and data ecosystem and delivering powerful insights that empower intelligent business decisions. Simplified and streamlined experience XOi allows them to document, communicate, and verify the services they provide with remarkable accuracy" “XOi’s groundbreaking solution allows Daikin contractors to deliver hi-tech service to their customers,” said Doug Widenmann, Daikin’s Senior Vice President of Marketing, adding “We believe that earning technician trust is one of our many keys to earning share." He continues, "By streamlining and simplifying the experience of technicians in the field, XOi allows them to document, communicate, and verify the services they provide with remarkable accuracy and transparency. That connection with customers helps Daikin contractors build trust and lasting relationships that drive consistently elevated business.” Managing and leveraging data Daikin and XOi provide HVAC technicians with a suite of premium tools for managing and leveraging data from current jobs, as well as historical projects, including powerful data collection, virtual support and mentoring, and data-based insights. With XOi, technicians have access to Daikin-specific workflows and a proprietary knowledge base, equipping them to perform full-service diagnostics at any job site by applying data science across live video, workflow automation, and artificial intelligence - all of which not only support the technician but help deliver an incomparable end customer experience.  Performance and productivity Daikin’s global presence and XOi’s pioneering technology are connecting to reimagine what’s possible" “Daikin’s global presence and XOi’s pioneering technology are connecting to reimagine what’s possible with field service technology,” said Aaron Salow, Founder and CEO of XOi. He adds, “With our solution, Daikin contractors can drive truly world-class performance and productivity while supporting long-term, trust-based customer relationships that are crucial to meaningful and profitable outcomes.” Key features Features of the platform include: Daikin-specific smart workflows with conditional logic that guide technicians through their work. Daikin-specific AI-driven knowledge base. Smart push notifications that drive and deliver a streamlined technician experience. Easily accessible asset-centric service histories. Live augmented reality remote support direct to Daikin technical support. Strategic trade insights that drive decisions around marketing, training, sales, service, and support.

The 486,805 square feet of exhibit space at AHR Expo 2023 in Atlanta provided clear evidence of how technology innovation in HVAC has accelerated in the last decade. Change and progress were everywhere among the 1,779 exhibitors, including 425 international exhibits. HVAC systems on display New electronic tools, cloud-based solutions, higher efficiency ratings, mini-split systems, new regulations, and new control strategies are driving product development enabling HVAC systems to deliver new solutions for customers. The 42,794 attendees at AHR Expo 2023 took notice. Heat pumps continue to lead product innovation, with many systems targeting better performance in colder climates. Combination systems that incorporate water heating along with ambient heating and cooling are also more common. solutions rather than equipment More than one exhibitor at AHR Expo 2023 noted that their emphasis this year is on “solutions rather than equipment.” It’s no longer just about products, or even about how things work. Rather, it’s about how they work together, and what problem(s) they can solve. Digital systems Digital systems are higher-profile this year than ever, somewhat supplanting the dominance of large equipment displays of years past. Instead of showing the big equipment, some exhibitors embraced schematics and animated simulations to demonstrate their operation on a video screen. Virtual displays also highlighted the operation of electronic control systems and other digital elements of the latest HVAC systems. Regulations, positive economic winds Regulations are ensuring a continuing demand for new equipment, and tax incentives are creating new business growth An economic slowdown is a possibility later in 2023, according to economists, but there was little concern evident at AHR Expo. Exemplifying an industry in the process of reinventing itself, the show reflected positive economic winds that will make HVAC more lucrative than ever in the coming years. Regulations are ensuring a continuing demand for new equipment, and tax incentives (such as those in the U.S. Inflation Reduction Act) are creating new business growth. Several exhibitors helpfully highlighted which of their products are eligible for tax incentives. new sustainable HVAC technologies As part of the broader trend of digital transformation in the built environment, HVAC is interfacing with building systems in new ways. As a major player in decarbonization, new HVAC technologies will lead the way to a more sustainable future. IAQ and decarbonization HVAC is also at the center of concerns about indoor air quality (IAQ) that follow a worldwide pandemic. “IAQ and decarbonization are the two most important trends in the built environment and will remain so for decades to come,” says David Budzinski, President, of Global Residential & Light Commercial at Johnson Controls.   electronic offerings An integration tool called NODE-Red enables various IoT sensors to be configured virtually into the system An example of electronic offerings at AHR was Delta Controls’ Red5 room controller which combines HVAC controls with Internet of Things (IoT) capabilities, enabling more devices to interoperate and communicate in a building system. An integration tool called NODE-Red enables various IoT sensors to be configured virtually into the system. Also, the O3 sensor detects motion to assess the number of room occupants without using video (less intrusive); it also measures humidity, temperature, sound, light intensity, etc. AIM Act With Jan. 1, 2025, looming for compliance with the American Innovation and Manufacturing (AIM) Act to phase out the use of hydrofluorocarbons (HFCs), there is still a lot of work to do. A proposed rule prohibits the manufacture of equipment containing HFCs by Jan. 1, 2025.   Energy transition “If all of our work together, whether manufacturers, contractors, or distributors, we can keep this conversation front and center and be ready for the transition,” says Brandon Marshall, Chemours’ North American Marketing Manager for Thermal & Specialized Solutions. “If we work together, we can navigate the change, and training is a key piece of it.” Best practices Becoming better informed enables everyone to understand and get comfortable with the solutions" Some new refrigerants are rated “mildly flammable.” Although this is a consideration, it should not be a major concern, says Marshall.  “Best practices can ensure you are managing the product safely, and becoming better informed enables everyone to understand and get comfortable with the solutions.” awareness Chemours conducts webinars, publishes documents, and makes updates available about the refrigerant transition. “We have to pay attention to the regulatory environment,” says Marshall. “Jan. 1, 2025, is coming fast.” More awareness is needed as the industry works toward the deadline. Contractors should also beware of low-quality or counterfeit refrigerant products, says Marshall. skilled labor shortage The skilled labor shortage in HVAC and other trades was another theme at AHR 2023. The labor shortage increases the need for training. “If you want to grow your business 20 to 30%, you should grow your people that much both the number of people and the knowledge of staff,” says Dan Clapper, Market Director, Interplay Learning. He adds that a company should devote up to 10% per week to training. Interplay Learning’s interactive, 3D simulation-based training platform is “as close to on-the-job training as you can get.” In effect, the simulations provide “before-the-job training.” Training investments Another training company, BDR (Business Development Resources), notes that their clients demonstrate 38% higher revenue per employee and 81% higher gross profit per employee. Revenue per service truck increases to $40,000 from the industry average of $12,000 after investments in training, says BDR, which provides in-person classes. Another exhibitor, XOi Technologies offers a smartphone app that provides expertise to lesser-trained HVAC installers. Their slogan is “We’re your journeyman on every job.” Journeyman is the brand name of the helpful app.

Data is playing an increasingly important role in smart buildings. Analysis of building system data is guiding an expansion of capabilities in the smart building environment, making building systems - including HVAC - more efficient, effective and smarter. The growth of intelligence in the HVAC market was among the more prominent industry trends in 2020. This article will revisit some of the year’s most popular articles on HVACinformed.com that focused on the trend toward more intelligent systems. "I don’t think many would disagree that the most talked about trend in the HVAC market is smart technology,” says Chris Windass of Incentiv Tec in an HVACinformed.com Expert Panel Roundtable article. “Smart technology like mobile apps allow building managers to control HVAC technology from one centralized point. With this smart technology, HVAC will be able to identify and alert building managers when maintenance is needed or assets have failed to operate.” smarter building technology A Johnson Controls survey found that 77% of organizations planned to make investments in energy efficiency and smarter building technology in 2020. “A complete overhaul of legacy systems is not necessary as small investments today can help position a facility to more easily adopt technologies at scale in the future,” says Lisa Brown, Senior National Director of Municipal Infrastructure and Smart Cities at Johnson Controls. More Intelligence in Home Systems Google’s Nest smart thermostat is offering a new capability that will alert homeowners of problems “As a first step, it’s important for building owners to conduct an assessment and establish a strategy that defines a comprehensive set of requirements and prioritizes use-cases and implementations. From there, incremental investments and updates can be made over a realistic timeline.” Smart systems are also a big part of residential HVAC systems. For example, Google’s Nest smart thermostat is offering a new capability that will alert homeowners of problems with the operation of their HVAC systems based on artificial intelligence (AI) algorithms that analyze system performance. The technology will empower Nest Learning thermostats to provide “early warning” of HVAC problems and even direct homeowners to a repair company. Remote Troubleshooting Emerges Sensors are another element of smart buildings. The Internet of Things (IoT) has enabled more sensors of different types to be deployed in more locations throughout the building easier than ever before. The point of installing and using IoT sensors is to gain deeper insight into how buildings are performing, and ensure buildings are healthier, more productive for people to work in, more effective to run and more energy efficient. In-room sensors, such as temperature, air quality and occupancy, work with the IoT to improve building performance. The benefits of IoT sensors are that they are easy to install, both physically and from a commissioning perspective. Remote troubleshooting is another smart capability that is generating interest. CoolAutomation’s Remote HVAC Service Solution enables HVAC service providers to remotely troubleshoot issues by analyzing real-time and historic data trends and analysis. Communicating in Smart Buildings They receive automatic error and anomaly notifications in their office or on their mobile phones They receive automatic error and anomaly notifications in their office or on their mobile phones. “The remote service solution provides the tools that HVAC service providers need to offer remote services to their existing clients while attracting new customers who understand the value of remote service for their business,” says Roy Muchtar, VP of Products at CoolAutomation. Communication is a central aspect of smart building systems, and now there’s a better option: a high-speed wireline communication standard called HD-PLC that is developed specifically for today’s industrial IoT and smart building applications. In 2017, after careful evaluation of various technologies, LonMark International adopted HD-PLC as its new channel standard. smart home standards And last October, the Consumer Technology Association (CTA) approved ANSI/CTA 709.8 LON HD-PLC (High Definition Power Line Communication) as a new standard by the American National Standards Institute (ANSI). Also related to communication, the Zigbee Alliance seeks to promote collaboration in the Internet of Things by creating, evolving, and promoting universal open standards that enable all objects to connect and interact. A quick search also provides a manual, wiring diagram and video training content for that specific unit Their effort took off when Amazon, Apple, Google and the Zigbee Alliance announced an industry working group in December 2019 to take the “best of market” technologies from leading smart home standards, portfolios and ecosystems and to develop a “super spec” that will be open, inclusive and a significant industry shift in the smart home market. The Project Connected Home over IP (CHIP) is looking to unify the environment, under one technology, one certification program and one logo. Training Technicians Using Technology Technology is also helping to fill the skills gap in the HVAC market. The XOi Vision platform helps on-site HVAC technicians in three ways. One is to “capture” images and videos. A technician can take a picture (with a smart phone or tablet), and the system’s machine learning can extract the text from the nameplate of a unit in the field, interpret the type of name plate, and provide full model number, serial number and other information about the unit, which is relayed automatically to the technician in a text message. A quick search also provides a manual, wiring diagram and video training content for that specific unit.

There is a huge skills gap in the HVAC trade, reflected by hundreds of thousands of unfilled trade jobs in the United States. With Baby Boomers retiring every day, skilled jobs such as HVAC technicians face a shortage of qualified applicants. Many HVAC companies are asking themselves: “In the face of a growing skills gap, how does my field service company grow?” One answer is in technology that makes existing field technicians more productive and provides needed expertise to every job site. Real-Time Remote Support XOi Technologies offers a platform to streamline service calls, facilitate real-time remote support for technicians, intelligently archive and resurface content, and improve customer transparency from the front lines of field service. “We empower our field service customers to effectively put their best tech on every site, which speeds resolution of issues, reduces cost, and increases sell-through of recommended maintenance and upgrades,” says C. Aaron Salow, CEO of XOi Technologies, Nashville, Tennessee. A quick search also provides a manual, wiring diagram and video training content for that specific unit The XOi Vision platform helps on-site HVAC technicians in three ways. One is to “capture” images and videos. A technician can take a picture (with a smart phone or tablet), and the system’s machine learning can extract the text from the nameplate of a unit in the field, interpret the type of name plate, and provide full model number, serial number and other information about the unit, which is relayed automatically to the technician in a text message. A quick search also provides a manual, wiring diagram and video training content for that specific unit. Thermal Overload Sensor, Compressor XOi Vision also “coaches” a technician by providing hours of those searchable videos loaded to the cloud. Key words are extracted and “tagged” in the videos by natural language processing (NLP), which can recognize terms such as thermal overload sensor, compressor, heat exchanger, etc. Content of the videos is therefore fully searchable. Finally, XOi Vision enables “collaboration.” A field technician can be connected via live video to a supervisor or to a virtual service center with experts on hand to guide the technician to perform the job. Mobile-to-mobile communication between a technician and supervisor can take advantage of “augmented reality” features such as the ability to share screens, draw on a screen, etc. Collaboration provides on-site expertise to any job site even for inexperienced technicians. Mechanical/Electrical/Plumbing Trades XOi has several thousand users of its system in the mechanical/electrical/plumbing trades, including large companies such as Lee Company, Taylor, and TD Mechanical; and smaller companies such as Duo-Temp, Maxair and Havtech. “We have to empower companies to have their best techs on every site,” says Salow. “It’s a big mountain to climb.” Solutions on the market tend to center around adding efficiencies to how calls are managed Existing “field service management” solutions on the market tend to center around adding efficiencies to how calls are managed, whether tracking the location of field workers or automating how they document and record their calls. In some cases, technology is “put on” field workers rather than designed to make them more productive. A “gotcha” element in some of the software could demotivate employees. What’s missing is help to ease the “technician’s journey.” Says Salow: “We are looking to serve the technician and provide value for the business.” Technology Solutions For HVAC Technicians Cost justification of technology solutions for HVAC technicians is a no-brainer. Companies routinely spend $450 to $500 to roll a second truck or to do a callback if there is a complaint or problem. These are non-billable events, and providers spend between 8 and 10 percent of their time doing callbacks or second truck rolls. Technology that can solve even 10 to 15 percent of callback issues provides an easy return on investment (ROI). Companies can also increase their revenue using the technology to provide faster and more detailed quotes for upgrades, replacements, and add-on sales. “Whoever gets the customer the most accurate quote the fastest gets the business,” says Salow. By capturing better and more detailed information from a job site quickly, a system can ensure an accurate quote, provide more transparency, and achieve a 25 to 30 percent increase in close rates. Images Provide Information Real-time images show any complications or challenges that could impact a quote Capturing and interpreting the content of images provides information to an inside sales team faster, and real-time images show any complications or challenges that could impact a quote; therefore, quotes are more accurate. Detailed quotes promote customer confidence by showing “how” a situation will be handled. The use of “wearables” such as Google Glass and Microsoft’s HoloLens are often suggested as tools to provide immersive, “mixed reality” experiences to help with training and providing technical direction in a field environment. HoloLens, for example, can provide holograms of intricately detailed 3D images to empower a workforce, such as HVAC technicians. Acceptable Devices For The HVAC Environment However, the current generation of such devices are expensive, have limited battery life, are cumbersome to wear, and do not lend themselves to use in sweaty, outdoor environments. Salow says the technologies his company has developed will be immediately applicable to use with wearables as soon as acceptable devices for the HVAC environment are developed. For now, the company is content delivering its content through smart phones and tablets.