“Paperwork and our legacy system were getting in the way.” “To give our customers the experience they expect, everything has to work in sync digitally between field installers and the home office-but that wasn’t happening,” he said. In short, behind-the-scenes operations, such as scheduling, billing, communications, and reporting, directly or indirectly impact customers’ perceptions.Īccording to John McClelland, Manager of Information Systems, before NextService, Roth Living’s workflows and legacy system were inadequately supporting the company’s efforts to build strong relationships with customers. Management knew that these essential components of Roth Living’s brand image could be undermined by errors, inefficiencies, or mediocrity elsewhere in the business. Roth Living’s hallmark-delivering a superb customer experience-requires more than luxury products, impressive showrooms, and talented professionals. Sales, installation, and support of Wolf ovens and cooktops, Sub-Zero refrigerators, Cove dishwashers, and Best range hoods.

Kitchen appliances, including outdoor grills SERVICES: Roth Living customers also get an extra year of full factory warranty on Wolf, Sub-Zero, and Cove appliances, plus a free follow-up visit six months after installation. At installation, Roth Living’s factory-certified installers thoroughly train customers on key features of their new appliances. Appliance experts are available for on-site visits to help homeowners assess the best options for their lifestyle. Roth Living distinguishes its business through intense emphasis on the customer’s installation experience. Roth Living distributes luxury kitchen appliances to dealers, who can “test drive” appliances and attend cooking events at Roth Living’s showrooms in five cities.

Sub zero authorized installers