Ontario Refrigeration, a commercial HVACR service organization
has come a long way since starting out in 1958 servicing auto air conditioning units. They
just concluded a banner 1999, surpassing a record breaking 1998, with sales up by 20% to
just over $12 million. "Managing our growth has been relatively easy because of
the great people that we have on our team", says Phil Talleur, President.
Ontario Refrigeration is headquartered in Ontario, California and they also have offices
in Glendale, San Diego and Costa Mesa and operate a fleet of forty fully equipped service
trucks and recently added another thirteen.
With utility company competition growing and an increased number of consolidators
moving in, the HVACR market is becoming more competitive. How does a family owned service
organization prosper in today’s market?
In Ontario’s case it is their focus on quality service and unique culture that set
them apart from the competition. "What we offer is quality service. Anyone can go
buy tools, a truck and equipment and try to offer service. It is the dedicated individuals
that are part of the team and the quality of work they perform that makes the difference,"
states Phil.
In order to insure that their customers receive quality service, at the right time,
Ontario’s operation is fully automated. They utilize a software system designed
specifically for service contractors, CONTRAC2, a fully integrated business management
software solution from Compusource Corporation. Yvette Monceaux-McChessney, Business
Systems Manager, explains "CONTRAC2 has given us many management reports that
have allowed us to enhance our business and insure that we remain profitable."
Having access to this type of information is critical in making informed decisions, both
offensively and defensively.
Software System Benefits
Offensive benefits are achieved when Ontario is able to provide accurate information to
their customers, sales staff and technicians. Customer service efficiency has improved
thanks to the detailed information provided. Customer Service Representatives can respond
to questions accurately and immediately. The Accounting portion of their system provides a
clear and accurate financial picture and can prepare financial statements within minutes
allowing them to examine their financial status in detail, at any given time. Purchasing
and inventory control processes were streamlined, positively affecting their bottom line.
Overall, CONTRAC2 has assisted Ontario in presenting themselves as a complete and
efficient service organization.
Service Management
The defensive benefits refer to better utilizing the staff and streamlining their
operation to positively affect their bottom line. Scott Gray, Operations Manager, runs the
Service Department and relies heavily on CONTRAC2. With the Service Dispatch module a call
is tracked from the moment the customer calls until the job is complete and can provide
such critical information as productivity of a technician or the quantity of completed
maintenance. "My tech hours report lets me know how many open maintenance hours I
have so I can track how much work we have out there and how the staff is performing",
says Scott who also runs his Agreement Performance Reports and audits them on a regular
basis. An Agreement Performance Report tracks performance vs. budgeted numbers enabling
you to see how a particular Service Agreement is performing and when the APR’s are
run by renewal date, it flags the jobsites that need to be renewed. Another powerful tool
is the Detailed Tasking program, which provides a customizable list of duties for the
technician to perform. "Having the tasking program and the ability to customize
it so that the techs know what to do and have it in writing has been invaluable for us and
gives us an advantage over companies that do not have detailed tasking," said
Scott.
Installation Projects
Rob Blumenshine, Projects Manager, runs the Projects Department whose scope of work
includes installing a/c units, retrofits and replacements, tenant improvements and digital
controls. Rob uses the Job Cost system to set up the jobsite and budget for each job and
can analyze such information as estimates vs. committed costs vs. actual costs to insure
that the jobs remain profitable.
Ontario recently integrated CONTRAC2’s Digital Paging system with their
Nextel two-way radios and phones. This enables them to transmit service
calls entered through the Service Dispatch system directly to the associate
that will be handling the call. This greatly enhances efficiency and eliminates radio time. Ontario can also locate any truck
using the Teletrac system which is installed in all of their vans.
Quality Service
Though Ontario does offer some of the most comprehensive service packages in the
industry, it is their innovation and attention to quality service that has earned Ontario
many long-term business relationships and a reputation in the industry for doing whatever
it takes to get the job done. Evidence of this integrity hangs in their front office, a
framed letter from The City of Hope, Ontario’s largest account, praising
Ontario’s commitment to quality service. Scott explains, "we surveyed and
priced their facility without having had an account of that magnitude and scope of work
before. We staffed and cleaned up the facility and put in the time necessary to insure
that the customer would be happy with our service. The first year the account was not a
good moneymaker for us. However, we did not let that detract from our obligation to
provide excellent service. In the second year of service they had their Joint Chief
Hospitals Operations Administration Audit (JCHOA). The JCHOA must certify a hospital in
order for them to operate. The City of Hope received their highest rating ever in the area
of environmental controls." The dedication of Ontario Refrigeration to the City
of Hope in meeting and exceeding their expectations paid off.
Associates Key to Success
The quality of their associates is also key to their success, according to Phil
Talleur. "Everyone in this organization is considered an associate because
everyone has a vital role to play in the company’s success. We put a lot of effort
into hiring the right people and look at prospective applicants very closely. We need
people who can fit into our culture and are willing to go the extra mile for the customer"
says Phil. The shortage of qualified technicians coupled with their rapid growth rate puts
Ontario under great pressure to hire people but they will not lower their standards. They
hired twenty new employees last year but are still doing a lot of weekend work and running
several crews back to back in order to accommodate their customers.
Ontario is very concerned with the morale of their associates and holds several annual
company events. The last two years they chartered a boat to take the associates fishing.
"It helps morale and breaks down the barriers between branches. The associate
participation in these events is phenomenal. Everyone attends. That is a strong indication
of how well the team works together. They not only enjoy working together but playing
together" states Phil.
As the company grows and prospers they turn around and pass that on to the associates
in the way of benefits. Last year, they added a group life insurance policy and
orthodontia to their dental plan.
Ontario invests a lot of money in their people, so they should have a vested interest
in making sure their associates are productive and happy. "We like to retain our
associates so that our customers have that consistency in service. A great part of what
makes us successful is our staff and the rapport they build with the customers"
said Yvette.
CONTRAC2 has enabled Ontario to manage their growth while positively affecting their
bottom line. However, it is their unique culture, integrity and commitment to quality
service that are establishing Ontario Refrigeration as a leader in the Southern California
service industry, not by following the path of other service organizations – but by
forging their own path.
