The last thing a busy builder or developer needs is an 11th-hour glitch, especially in a prominent building they are proud to introduce to the marketplace. That’s why leading global Manufacturer BSH Home Appliances Corporation has created a business model dedicated to easing the journey by providing bespoke service from concept through delivery. “We’ve built our reputation on ensuring that service and support are job No. 1,” says Andrew Karcich, BSH Regional Builder Sales Manager for the Eastern United States.
With three brands under the BSH Home Appliances Corporation umbrella – ultra-luxury Gaggenau, luxury Thermador, and premium brand Bosch – it is able to meet the varying needs of developers with wide-ranging project parameters. Together, these three brands can provide a solution for all floors of a project, which streamlines the process while offering advantageous economies of scale.
We sat down with BSH representatives who serve the Eastern and Southeastern regions – Karcich who heads the Eastern region; Jason Collings, Builder Sales Manager overseeing the Central Florida and Georgia regions; Robert Pozza, Builder Sales Manager specializing in South Florida, Latin America and the Caribbean; and Head of Customer Service Dominick Giorgianni – to find out more about what distinguishes BSH from the competition.
From ideation to execution
BSH is unique in the aggressive investments it’s making in its dedicated builder service team, where BSH partners with builders from the beginning and planning stages, all the way through the entire process, including heavy involvement from customer service. “By identifying unique opportunities where we can add value to projects starting in the construction phase, we have adapted our service processes to ensure the highest quality of engagement to support all aspects of a project,” said Giorgianni.
“Our goal is to provide a holistic service approach to support our client’s needs for the long term,” says Pozza. “To that end, our specialized builder service program comprises technicians, support staff and more who handle everything end-to-end.
The top-tier service support often begins before the job is even specified. Clients can visit one of BSH’s Experience and Design Centers, where they will talk to knowledgeable design specialists, experience the products and understand what sets BSH apart. After the designers help select the appropriate appliances from the BSH family of brands, they stay involved as they review the plans. “Our designers can spot small, but meaningful, catches early on that otherwise wouldn’t be noticed until it was too late, such as a refrigerator that’s too close to a wall to open comfortably,” says Karcich.
The BSH builder team comprises a team of professionals who coordinate with the jobsites, demand planning and factories to fine-tune the delivery schedule. The dedicated forecasting team helps ensure product is delivered on time to sites even during supply chain struggles.
The team even goes the extra mile to provide installation training and expertise to developers and general contractors.
“We are known for our willingness to step in and help troubleshoot installation-related issues other manufacturers shy away from. Even though these concerns aren’t directly related to the product itself, it’s one more way we can add value as a key member of the team,” says Karcich.
These little touches help streamline the entire process to keep a project on schedule when it counts most.
Once the model appliances are in, the team will review the overall aesthetic and functionality prior to delivery, and after all the appliances have been installed, BSH conducts a quality check to identify any minor deficiencies and advises the developer on solutions to rectify the issues prior to buyers taking possession.”
Along the way, a dedicated trade marketing team generates collateral and other support material to augment the developers’ efforts. “Developers appreciate our agility and ability to adapt and adjust based on their needs,” Collings said.
“By creating dedicated project-focused teams, we can expand our services with a specialized level of support to add value to the relationship between BSH, the builder and ultimately the consumer,” added Giorgianni.
The service doesn’t end after the property is handed over, as the building is then enrolled in a specialized aftercare VIP service program. If a resident doesn’t know how to use an appliance, they can set up an appointment at a showroom or troubleshoot virtually with a product specialist. This high-touch aftercare is unlike anything else in the industry, Karcich says. “We don’t sign a deal and drop the appliances off. We earn repeat customers because of our service and support.”
The BSH team is structured deliberately to put customer relationships at the center. “We are one united team, unlike other companies that have separate sales teams with regional distributorships,” explains Karcich. So while Collings or Pozza will typically fly up to meet with a New York-based developer regarding a Florida project, someone from Karcich’s team will step in to provide support if they’re unavailable. “This structure has benefited us many times with a New York contact who wants to visit our local showroom rather than travel to Florida,” Karcich says. “It’s always about them, not us.”
Leading the way in cutting-edge trends
BSH is known for its pioneering approach to appliance innovation, and as the company designs for the future, they adapt their lines to changing tastes and lifestyles. In Miami, for example, although luxury still reigns, Pozza is also seeing a trend toward smaller developments that house micro-condominiums.
In New York, the top story is induction cooking as gas stoves are phased out. It’s a category where BSH excels as a market leader, with a full suite of professional-grade options in a variety of sizes, price points and product categories, Karcich says. “Our showroom associates are proud to show off our impressive line and squash the misconceptions some in the industry have about the effectiveness of the induction category. Our best-in-class products quickly lay that to rest.” We are expanding the industry-leading induction innovation collection with all new Pro induction ranges in Thermador.
And throughout all its product lines, BSH has been on the forefront of the smart home wave, with its Home Connect app that allows consumers to control their appliances on their phone or smartwatch from wherever they happen to be. Through Home Connect, they can activate the coffee machine or dishwasher while out and about or download recipes and orchestrate the cooking process directly in the app. Home Connect also offers a remote diagnostics setting that allows a remote agent to access the appliance to quickly identify and solve an issue. It also collaborates with other partners like Amazon so appliances can automatically reorder replacements of critical components, like dishwashing detergent or water filters.
At all levels, BSH is dedicated to meeting client needs with exceptional service that matches its distinctive family of brands. “At the end of the day, BSH and its brands take care of our customers and partners, building a package from the beginning and seeing it all the way through to delivery, support, and beyond, using all the resources we have.” Collings says.
Are you a builder or developer who could benefit from this commitment to service and quality? Contact BSH Home Appliances North America today to discover how they can help streamline your next project.
East Region
Andrew Karcich: Andrew.Karcich@bshg.com
West Region
Charles Cote: Charles.Cote@bshg.com
Miami/South America/Caribbean
Robert Pozza: Robert.Pozza@bshg.com