Spare Parts and Services Website
Maintenance and Upkeep are Inevitable
Nearly all manufacturers today provide their end consumers with replacement, spare, and preventative maintenance parts while servicing via at least one traditional channel. However, most do not consider this an opportunity beyond a simple transaction. End customers look for quality parts and information, and who better to serve them than the original manufacturers themselves? Spare parts and services is an ideal way for many manufacturers to serve their end customers directly and effectively. This can expand their relationship and brand loyalty, and potentially increase profits, all without causing channel conflict with their valued existing channel partners.
Research has shown manufacturers earn up to 45% of gross profits from the aftermarket, such as a replacement or spare parts business. These profits are almost half of gross profit even though it accounts for only 24% of their revenues. Additionally, firms have reported generating 29% to 50% of revenues while servicing products. Moreover, in our competitive and fast-paced world, customers expect to be able to order preventative and emergency-fix parts when the need arises, on-demand. Customers prefer the expertise and credibility of ordering parts directly from the manufacturer. With a spare or replacement parts online store, end-customers, field service representatives, installers, and even channel partners desire all the modern B2B commerce experiences that are now table stakes in the industry. Quick order functionality, easy reorder, real-time inventory availability, shipping & freight quotes, and robust search functionalities all enable the customer to receive the level of customer service they desire. Furthermore, supplying relevant warranty materials, installation and maintenance guides, and spec sheets alongside the parts catalog enables the customer to gather all the appropriate information wherever and whenever they need it. So, whether your customer is looking to conduct repairs, install upgrades or accessories, simply inspecting equipment for day-to-day maintenance, or even providing support and training, a robust online parts presence can be an invaluable resource.
Always-on, self-service online access makes it easier to provide differentiated service to customers.
Mary works for ClearView Company, a manufacturer of glass. As they were in the middle of production, they had a part fail on the glass vat. Mary now has 24 hours to locate a replacement part, or risk the glass hardening in the machine, and risking a very expensive clean-up. Mary has a relationship with Madison Manufacturing, and they sell replacement parts on line. Mary quickly goes to the site, and see’s the part is available in California. The part gets ordered online, and Mary lets Madison know that she needs that part sent counter-to-counter immediately. Mary meets the part at the airport the next day, and gets the machine fixed, and back online.