Superheroes are often equipped with and aided by gizmos, gadgets, and technology. Batman has a utility belt. Iron Man wears the armored suit.
Considered a superhero technician in the home services trade, Aaron Salow uses mobile devices and tablets to enable clients to rescue customers from HVAC and plumbing emergencies.
“We're focused on a very specific point in time and where the technician's journey is—which is that curb-to-curb space,” says Salow, the CEO and founder of XOi Technologies.
Salow’s company created a tool that helps technicians work in that space more efficiently.
“We've created a communication tool that leverages data science to give the technician something to communicate more effectively with all parties,” he says. “It also creates an opportunity for the company, as they're collecting this information, to make it smarter, better, and faster.”
By delivering communication tools that include photo, video, live video, and things of that nature, Salow says companies can continue to get more efficiency and more effectiveness out of technicians.
Like many other observers, Salow sees a recruitment problem and a skills-gap issue in the industry. His technology solutions are an antidote to those villainous forces.
“There are a lot of ways to solve it,” he says. “But I think the companies that win will be ones that invest in distilling what's between the ears of their most talented folks into a system where they can hire younger, retain more, and bring in people who can be more effective on Day One.”
Salow firmly believes the most successful companies are giving technology solutions to technicians.
“Companies are realizing that these are the people making the decisions and making recommendations,” he says. “These are the folks that...if I empower my contractors to have the best possible knowledge experience, I will earn more of their business.”
Techs are no longer just average citizens running around with tools, Salow says.
“These are folks who are really dictating what the customer's using in every single way,” he says.
Salow asks: “How do we make these systems more scalable? And how do we deliver that knowledge to the job site every single time in an effective, scalable way?”
With his technology, of course.
“That's how we see working with those folks,” Salow says. “And not only their delivery to their technical service teams but also how they interact and communicate with the rest of the ecosystem.”
In other words, send up the modern-day version of a Bat Signal, and Salow will heroically arrive on the scene with tech solutions to save the day.
Aaron Salow recently joined ServiceTitan’s Jackie Aubel as part of Season 5 of the “Toolbox for the Trades” podcast, which included Salow’s thoughts on:
Learning curves in business
Understanding the intricacies of XOi Technologies
Working with technicians to make their work more efficient
Building tech and customer relationships
Creating great customer experiences