AAON Inc. has teamed up with XOi to develop a connected equipment lifecycle that aims to improve the efficiency and customer experience of their technicians and factory experts. XOi will provide AAON with an ecosystem of equipment data, allowing technicians to have complete and accurate information throughout the entire lifecycle of AAON equipment, from manufacturing to replacement. This collaboration will reduce administrative tasks and shorten the time needed to resolve issues, ultimately leading to increased productivity.
David Recca, service development manager for North America at AAON, stated that XOi’s platform allows them to own the full lifecycle of AAON equipment, making installation and service a guided and repeatable process. With the support and insights provided by XOi, technicians can work more efficiently while increasing accuracy, leading to shorter turnaround times and fewer callbacks. Since implementing XOi, AAON rep firms have reported a 100% approval rate for completed warranty claims, demonstrating the effectiveness of this partnership.
Micheal Plummer, XOi Specialist at AAON, highlighted how the communication of information through XOi has improved data transparency for all stakeholders involved in the process. This transparency allows for quicker and more accurate decisions, leading to correct component replacements being shipped the first time. As a result, AAON has been able to cut its process of reviewing warranty claims in half, with technicians reporting field data directly to the factory for faster resolutions that benefit the customer.
