Content sponsored by: Heritage Parts
Providing a customer experience that maximizes equipment uptime is the OEM’s and Authorized Service Agent’s (ASA’s) combined aftermarket goal. A positive aftermarket experience is one of the leading indicators of like-for-like equipment replacement when the customer is ready to make an equipment purchase. And a happy service customer is a customer that stays loyal to their ASA.
In order to achieve this goal, OEMs strive to improve operational effectiveness and ease of doing business with their ASA network. OEMs are increasingly taking steps to provide alternative types of parts distribution that connect ASAs with preferred parts providers, creating a one-stop parts sourcing experience supported by expert knowledge and technical resources.
These programs are designed to be a win-win for both the OEM and ASA. For example, Jackson Warewashing Systems, a leading manufacturer of commercial dishmachines, selected Heritage Parts as its Exclusive Master Distributor. This type of agreement connects ASA’s to a parts distributor that can quickly, efficiently deliver parts, provide factory trained technical assistance, and online ordering capability in a one-stop environment.
Authorized Service Agents and Heritage Parts: A Perfect Match
For ASAs, sourcing parts can be challenging. Stocking parts is capital intensive, and finding and buying the right parts requires maintaining relationships with the many OEMs found in the commercial kitchen.
By providing solutions that connect ASA’s to an Authorized Parts Distributors such as Heritage Parts, OEMs enable servicers to be more responsive with quick access to a wider range of parts, and offer greater flexibility to address whatever problem the service call might present.
When partnering with a Parts Distributor, quickly sourcing the right part becomes much simpler. The speed with which Heritage can deliver parts is a huge benefit for service agents. For parts purchasing managers, the window of time for ordering and shipping a part is increased by as much as 6 hours each business day. (i.e. Heritage ships until 8 PM ET and even ships parts on Saturdays.)
Additionally, Parts Distributors provide online solutions that enable service agents to check inventory while on a service call, order parts throughout the day, and track deliveries, all while managing their invoices in a central location.
Partnering with a Parts Distributor is also extremely beneficial and efficient for identifying and locating obscure parts. Service agents don’t want their service technicians on the phone trying to track down a part. That makes them less productive for the company and for their customers. Now, technicians can spend their time making repairs while the parts experts at the parts distributor take on the research. The customer service representatives at Heritage Parts are parts experts backed by factory training and a deep technical library. These factors give service agents the confidence that the right part will be identified, picked, packed and shipped on time.
Parts Partnerships Are a Win-Win
Parts distribution programs like Heritage Parts work well because they bring OEMs, Authorized Service and Parts Distribution together to give customers the best possible service experience. But customers aren’t the only ones who come out on top. OEMs and ASAs also reap the rewards of partnerships.
Benefits for OEMs:
- Strengthens customer experience and relationship
- Promotes OEM brand advocacy
- Extends parts expertise reputation through thought leadership and technical insights
- Connects customers with relevant information to guide business decisions
- Improves logistics, delivering a high volume of low-cost transactions
- Provides additional support from a dedicated team of experts
- Includes access to technical resources and parts expertise
Benefits for ASAs:
- Improves logistics, delivering a high volume of low-cost transactions
- Provides additional support from a dedicated team of experts
- Includes access to technical resources and parts expertise
With alternative types of distribution programs gaining popularity and demonstrating success, we can improve the customer experience and help ASAs become more efficient at the same time; and it’s possible because of a committed partnership through Parts Experts such as Heritage Parts.
