Roth Living provides clients with an immersive beginning-to-end culinary experience, from imagining their perfect kitchen to ensuring they acquire the most exceptional and top-end equipment for their culinary desires. Roth is a distributor of Subzero, Wolf, Cove, and Best Appliances with a presence in 15 States, including showrooms in 5 states, including Colorado, Missouri, Minnesota.
With their team of factory-certified installers, Roth takes care of every detail from start to finish, even conducting a thorough follow-up visit after six months to ensure seamless functionality. But their commitment doesn’t end there. To deliver the unparalleled Roth Living Installation Experience, their certified installation technicians offer on-site training, even extending an invitation to customers for an exclusive Ownership Class. This class enlightens customers on utilizing the key features of each product to their utmost advantage, guaranteeing an unparalleled culinary journey.
With an unwavering focus on customer satisfaction, Roth Living needed technology that held the same standard of customer satisfaction while also integrating into their existing ERP, NetSuite. This is why Roth Living chose Service Pro by MSI Data and Sinch MessageMedia to enhance efficiency and elevate their customer experience.
Roth Living was in need of a cutting-edge Field Service Management (FSM) solution that would seamlessly cater to their clients’ ever-growing demands. Their previous FSM solution proved to be a constant source of frustration, with the app malfunctioning and freezing, and the process of scheduling and maintaining orders was needlessly complex and time-consuming. This not only hindered technicians from efficiently completing their tasks but also prevented them from delivering the exceptional Roth Living Installation Experience. Additionally, relying on email surveys to gather customer feedback proved to be difficult, as responses would trickle in weeks later or, in some cases, not at all. Determined to revolutionize their field service operations and enhance customer satisfaction, Roth Living turned to Service Pro by MSI Data and Sinch MessageMedia for their expertise.
Service Pro by MSI Data offers a true mobile application that integrates directly into your ERP. As a true mobile app (not a web-based URL or collection of links posing as an app) Service Pro Mobile creates a seamless technician experience with:
Sinch MessageMedia integrates directly with NetSuite to keep customers informed through SMS. Customers can receive:
“Customer satisfaction score stands at an impressive 98%.”
– Baltazar Rocha, Roth Living
In record time, Roth Living integrated and implemented Service Pro by MSI Data with their ERP, NetSuite. When sitting down with their NetSuite Administrator, Baltazar Rocha, we asked him how others can do the same. Hear it for yourself below or continue reading.
[0:45] “I think the big thing to focus on is just honest communication. Communicate, communicate everything. And you really have to ask yourself some important questions. As a team, is the schedule and go live date realistic? You know, are you gonna be able to hit that milestone? Are you gonna be able to track everything the way you wanna be tracked. Are roles and expectations clearly identified of everyone on the team? Are folks going to be available if not, are there backups? The big thing, I mean this seems like common sense, but it’s OK to ask for help and ask questions. You know what we felt we got stuck a couple times along the way and I just kept asking questions and asking questions and going back and forth with you guys. I felt like I was nitpicking a little bit, you know. But at the end of the day, you know these are things that you want to solve on the front end and not guess. So there should be questions. There should be a lot of going back and forth because this is new for everyone. So yeah, so communication, transparency, I think that’s key.”
Thanks to the powerful collaboration between Service Pro by MSI Data and Sinch MessageMedia, Roth Living achieved a remarkable enhancement in their field team’s scheduling, customer communication, and completion of work in the field. As a result, it helped them achieve an outstanding 98% customer satisfaction score.
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