Parts Town has a long history of partnering with manufacturers to create unique solutions that improve the customer experience. In 2007, when Parts Town’s first master distribution partner was looking for a solution to improve their technical support capabilities, the Technical Support Services team was born.
“At the time, we had a manufacturer partner, actually our first master distribution partner, who was looking to make a strategic move to improve the way they were supporting customers and increase profitability,” said Dan Hinchley, vice president of manufacturer partnerships. “We launched the Technical Support Services team with just two technicians, focused on supporting the Mideastern region. The program was such a success, the manufacturer asked us to support them nationwide.”
The Technical Support Services team is an important way for Parts Town to deepen relationships with manufacturers beyond fast and easy OEM parts distribution. The team absorbs the day-to-day tasks that can be time-consuming and costly, allowing OEMs to do what they do best, which is focus on equipment. Parts Town offers technical support, warranty dispatch and parts identification.
Providing an exceptional customer experience is of the utmost importance for equipment manufacturers. Finding the right resources, time and staff to support the technical support or parts identification functions can be a challenge.
Parts Town Technical Support Services combines the efficiency and scalability of a large contact center with the necessary tools, training and technology. Innovative data and reporting capabilities provide a unique view into an OEM’s business operations. The team works to support over 45 brands, along with internal teams, answering parts identification questions, dispatching authorized service agents and providing live equipment technical support via chat, phone or email.
Over the past 17 years, Parts Town’s Technical Services team has grown into a diverse group of 100 (including 19 CFESA-certified Master Technicians and 27 with CFESA accreditations) OEM trained parts identification experts and dispatch support staff. The group handles approximately 25,000 calls per month – 300,000 annually – answered on behalf of the manufacturer. This doesn’t include 17,000 non-phone requests monthly, or up to 200,000 annually. As much as 87% of issues are fixed with just a phone call – improving first time fix rates for service providers and maximizing equipment uptime for operators.
Marrying unique relationships with equipment manufacturers, our commitment to genuine OEM, dedication to get customers real parts faster and technical expertise has enabled Parts Town to create innovative solutions that improve the customer experience.
