Roth Bros. works hard to save its customers HVAC dollars, and here are some of its newest programs designed to do just that.

By Jo Marks Rifkin
PRSM Magazine, September 2004

In a field where companies come and go, Roth Bros., Inc remains strong in the building services and construction industry by offering the same honest, old-fashioned services for the past 81 years. But old-fashioned services do not preclude innovative, cost saving, high tech products, especially within Roth's HVAC Service Division.

When Professional Retail Store Maintenance last spoke with the Youngstown, Ohio-based company in our October 2003 issue, management was concentrating on saving its customers HVAC dollars with futuristic developments. And it still is, with some noteworthy program upgrades.

"The company is constantly brainstorming and upgrading itself," says Mike Wardle, executive director of HVAC Service Sales and Marketing. Two of the latest innovations at Roth's HVAC Service include RothÕs unique Watch Dog software system and the Roth DNA, its state of the art Diagnostic and Analysis Technology, developed by RothÕs engineering staff.

Roth's Watch Dog software system protects their clients from being overcharged and offers them peace of mind by examining reasonable repair and replacement costs. Developed over the last several years, the system insures that pricing for repairs falls into its customers' agreed upon cost expectations. Contractors submit quotations on line and they are evaluated by the system. If a repair quotation or any individual item within the quotation falls outside of the set of parameters, it is automatically stopped. Items under question must be justified or resubmitted at the acceptable rate.

Also new is Roth DNA, which is targeted to small operations with four roof top units or less, and enables Roth to monitor HVAC systems. It detects any problems and alerts clients of an impending part failure before it happens. Roth DNA also provides control strategies for optimum energy and maintenance savings.

"Most diagnosis is done remotely and therefore, service call costs, as well as maintenance costs, are reduced. Not only are prices better controlled, but at the same time, weÕre enhancing our clients' comfort and extending the life cycle of their equipment," Wardle says.

Targeted solely for small box retail operations, Roth's DNA strategy is a first in the industry. The details from both the Roth DNA and Watch Dog systems become part of the Roth Data Center, which keeps a close eye on the companyÕs maintenance programs. " In today's world, information management is another key to achieving maximum savings with a maintenance program," Wardle says.

Roth's in-house mechanical staff evaluates a client's maintenance program from the initial inspection on, gathering key information from each site to set a benchmark for customers' HVAC equipment.

Roth audits equipment with a 29-point equipment evaluation, gathering a wide range of information -- from component condition to SEER value. This information is then used to develop an individual analysis of possible improvements for safety, repair, capital and energy savings. Stored on their web site in the Roth Data Center, the information improves RothÕs ability to manage customers' HVAC needs.

The Data Center (rothservice.com) is continually upgraded. Its current capabilities now include placing and modifying service calls, a service history of specific sites, equipment lists and conditions, financial and operational reports and automated auditing of service quotes and invoices. The Data Center also monitors subcontractor performance, response time and open service requests, among other key information management tools. Customers have the option of creating customized reports through Roth's IT department at any time.

"We assist our customers by providing this site specific data and allow them to make informed decisions and control their budgets," says Wardle.

Not only does Roth pride itself on reducing repair and maintenance costs and capital expenditures, it also aids its customers in lowering energy consumption costs as the service arm of FirstEnergy, an electrical supplier and Fortune 200 company. It is proving to be a very nice marriage and a good situation for customers. In Texas alone, the Roth programs have saved customers millions of dollars when buying electricity, according to Wardle.

Offering one-stop shopping for HVAC needs, Roth, the oldest national non-exclusive brokerage HVAC provider in the United States, focuses on a true partnership with its retail, commercial, industrial and institutional customers throughout the country, Puerto Rico and parts of Canada.

"We stress consistency and value, which is insured through our extensive quality control programs. Our award winning service is reflected in every job we do," Wardle says. "We realize we're only as strong as our least qualified technician. This is why our quality control program constantly monitors performance of each of our contractors down to each technician providing services."

In order to retain its award winning service, Roth is committed to quality. "Limited customer growth has been bred into us over the years, because we are so committed to our current customer base,"

Wardle says. "What meant the most to the founding Roth brothers were their names and reputations. And it still holds true today." Wardle says that at the end of 2003, Roth National Service, which began over 25 years ago, saw its revenue continuing to climb at a steady controllable increase with its automated systems and current personnel. He said that Roth could easily add another 15 to 20 percent to its client base.

"Selection of new potential customers is something we take very seriously," Wardle explains. "There are a tremendous amount of quality companies and quality people managing HVAC services. We analyze the market and try to align ourselves with companies we feel would be a good match for developing long term relationships."

For maintenance professionals seeking a national HVAC supplier, Wardle suggests they look for consistent quality application of services; information systems and auditing programs; analysis and benchmarking; performance monitoring and measurement; and strategic planning and energy procurement. Meanwhile, Roth provides all this in its own quiet way.

"One of our customers likes to call us the quiet giant because we don't stand on the mountaintop and tell everyone about our success story," Wardle says. "But our client retention of over 97 percent of our customer base speaks for itself. We truly believe in developing long-term partnerships with our customers." PRSM