On-Demand Webinar Parts eCommerce & Megatrend Impacts on Aftermarket Parts Sales
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People are used to eCommerce in their personal life – we all know a simple way for how to order products for our own life using Amazon and eBay. How do we take the consumer experience over to commercial and industrial markets (e.g., Automotive, Heavy Equipment, etc.) for OEM’s to simplify Parts Ecommerce and to drive sales? Mize’s Senior Product Manager, Eric Marlan, provides examples in this webinar (presentation) hosted by Mize. Download On-demand webinar recording at https://info.m-ize.com/webinar-on-parts-ecommerce-megatrend-on-aftermarket-parts-sales
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On-Demand Webinar Parts eCommerce & Megatrend Impacts on Aftermarket Parts Sales
- 1. Simplifying Parts Ecommerce to Drive Sales Eric Marlan Sr. Product Manager, Mize
- 2. Eric Marlan Eric Marlan is a Senior Product Manager with Mize and is responsible for developing product roadmap for Mize Connected Customer Experience Platform and Smart Blox for Registration, Warranty, Spare Parts, Service Plans, Support, Field Service, and Knowledge. Eric has experience working with many global manufacturers to implement software solutions for optimizing Warranty Management, Spare Parts Management, and Service Contracts Management. Senior Product Manager
- 3. Impact of Key Trends • Parts business maybe at risk due to R2R and new market entrants • Need to be efficient • Protect & grow market share • Deliver Uber-like experience to meet customer requirements
- 4. Service Parts Management Parts Catalog • Illustrated Parts Catalog • Simple publishing based on Product BOM • Find right Parts • Shopping Cart, Pick list integration Parts Orders • Online and mobile parts ordering • Drop-ship to customer locations • Integration with Order fulfillment Parts Inventory • Track inventory across multi-tier locations • Locate Parts • Assign parts to service transactions • Integration with WH, DMs, and 3PL Parts Returns • Excess stock returns • Defective part returns • Reverse logistics Parts Support • Manage Parts Contact Center • Resolve Parts questions, order issues • Online and mobile access to Support
- 5. My Customer Portal: Consumers Channel Connect: Servicers and Dealers Customer Central: Assurant Administration Supplier Portal: Parts/Product Distributors Software Modules: Stand Alone or Integrated to Provide a Customized, Fully Branded Business Solution Includes Data Analytics/Reporting by Module
- 7. Why Optimize SPM? • Deliver the right service parts to the right location at the right time • Grow Service Parts Sales and Margins • Increase product or equipment up-time • Improve part availability and Service levels • Improve Customer Satisfaction • Reduce excess inventory and Improve forecast accuracy • Reduce repair, ordering, and expediting costs
- 9. Mize Parts Catalog – Online, Mobile, 3D
- 11. Order Management
- 13. Enable Technicians – Truck Stock Management
- 16. Gain Actionable Insights • Earnings management • Attach Rates • Renewal Rates • Sales performance • Customer analytics • Opportunity reports • Loss Ratio Reports • Reports to Underwriters
- 17. Case Study
- 18. Case Study Overview Takeuchi US is a leading provider of compact construction equipment in North America. Takeuchi manufacturing began in 1963 and has been a pioneer in the compact equipment industry. Takeuchi compact excavator and compact track loader products have transformed the North American construction equipment markets. Takeuchi has extensive dealer and service network throughout North America Pain Points • Takeuchi had been growing and expanding their dealer network, which led them to look for a program that would deliver a better customer experience. • More specifically, Takeuchi wanted their dealers to be more effective and efficient in processing ordering parts. • Prior to implementing Mize, Takeuchi used separate applications to create and publish electronic parts catalogs, and allow dealers to order parts online. • These applications were more than 12 years old and lacked flexibility • Sections of a Parts Book PDF could not be published online; only the entire book could be published • Individual countries could not make direct edits, revisions, or modifications to the Electronic Parts Catalog
- 19. Mize Parts Catalog Smart Blox enabled Takeuchi to: • Automate catalog creation by importing images and BOM Parts lists from Engineering, ERP Systems, and other sources • Use Service BOM to structure the catalog • Export Parts Catalog to PDF or other distribution sources • Publish Parts Catalogs in multiple languages • Add parts to shopping cart with a single click • Check out directly from the Catalog Benefits: • Time savings in creation and modification of parts catalogs • Cost Savings from eliminating need for separate applications • Easier for Dealers to order parts • Seamless, scalable & connected Cloud based solution with affordable price • View all the information about a Product in a single screen (Product 360) (continued)Solution
- 20. Overview Founded in 1952, Weber-Stephen Products Company is one of the world's leading manufacturers of charcoal and gas grills, grilling accessories and other outdoor room products. Weber offers products under the Weber, Weber Q, iGrill brand names. Weber- Stephen Products Company is also one of the leading exporters of grills and sells products at home centers, retail outlets, and hardware, departmental and patio stores. The company also offers a range of accessories, such as cookbooks, spices, sauces, grill covers, mitts, tools, pans, thermometers and skewers. 3/26/2020 20 Case Study Pain Points • Weber was utilizing a customer built, home-grown, legacy software application that provided customers and Dealers with access to product schematics and Service Bill of Materials (BOM) • At issue, the legacy system was costly to maintain as it required support from highly skilled resources as opposed to the business user. • In addition, the system was rigid with respect to its ability to: • Search parts by product model numbers • Find available documentation related to product models and parts numbers • Order parts from Service BOM • Migrate date from Parts Master BOM to Online Schematics
- 21. Weber implemented Mize’s Service BOM functionality with the Parts Software Smart Blox to load BOM data to Mize and use Mize API to pull schematics to online portal The solution enables customers, contact centers, and dealers the ability (continued)Solution
- 22. Service Parts Logistics Benchmarks Parameter Average Benchmark Target Percent of Service Events that Require a Part 49% 49% First Time Fix Rate 77% 88% Percent of Requests Broken Due to Lack of Parts 26% 14% Inventory Fill Rate 52% 95%
- 23. Pilot Our Solution 30 Day Free Pilot Proof of Concept Rapid Implementation Mize Parts Catalog & SPM Solution Contact Us Today: Phone : +1 813-971-2666 email: info@m-ize.com
- 24. IDC MarketScape: Worldwide Manufacturing Service Parts Management Applications 2019-2020 Vendor Assessment
- 25. 3/26/2020 Enabling Service Technicians to Provide a Better 25 Question & Answer info@m-ize.com 813-971-2666 www.m-ize.com
- 27. And the winners are …. AFTERSHOKZ Launches Customer Portal and Warranty solution powered by Mize
- 28. 3/26/2020 Enabling Service Technicians to Provide a Better 28 Contact Us info@m-ize.com 813-971-2666 www.m-ize.com
- 29. 3/26/2020 Enabling Service Technicians to Provide a Better 29 Download Webinar Presentation and On Demand Webinar At https://bit.ly/2PqtdF4
Editor's Notes
- Eric Marlan is the Senior Product Manager at Mize responsible for developing the product roadmap, and today he will discuss how Mize’s Supplier Warranty Management Solution can improve the claims, returns and quality analysis process in your company. Eric,
- Thank you Michael for the introduction and thank you to Ted for your presentation. Today I am going to discuss Simplifying parts ecommerce to help drive sales. You heard Ted discuss some of these Key Trends and what the impacts are. Now we will review how to manage to these. People are used to commerce in their personal life – we all know a simple way for how to order products for our personal life using Amazon and eBay. How do we take the consumer experience over to parts for OEM’s in order to simplify Parts Ecommerce and to drive sales? Stay ahead of the Amazon’s that are going to get into the marketspace as a 3rd party. Make it easy for your consumers who are now ahead of the curve.
- So how do we accomplish this? We accomplish this by Optimizing Service Parts Management (SPM) Today we will focus how each of these five core functional requirements can help minimize risk, simplify ecommerce, and help drive sales. To do this we are using some of our Mize Smart Blox Modules that will be discussed in the upcoming slides.
- Augment what you have today. You heard Ted discuss how partnering with a vendor who can provide the capabilities and flexibility of the right SaaS Platform to meet your unique requirements and deliver that unique customer experience is key to simplifying parts ecommerce to drive sales. Having a single global modularized platform allows for meeting current requirements as well as ability to plan for the future: From Parts Catalogs, Orders, tracking, inventory, and mobile functionality All users/stakeholders access the same system but have role based access for what functionality they have and can act upon Multiple device support (laptop, tablet, native iOS and Android)
- You also heard Ted discuss that you need to invest your attention today: Sell more parts – hold/raise share Reduce returns Boost Dealer productivity Facilitate OEM Price programs Improve UX & CX
- •Having an online Parts Catalog and access to simplify the ordering process and payment helps solve the challenges of parts ecommerce •Having the right parts at the right place for repair •How many times is a repair delayed due to not having the right parts available? •How many parts are returned because they identified a wrong part? •Predictive parts recommendations - Having a platform that can identify parts based on error codes for what parts are required to ship improves customer satisfaction for one and done repair •Storing excessive parts – Optimizing SPM can reduce overhead and inventory costs
- Solution: Mize Parts Catalog Smart Blox enables clients to: Automate catalog creation by importing images and BOM Parts lists from Engineering, ERP Systems, and other sources for all stakeholders to access Use Service BOM to structure the catalogs Allows for Exporting Parts Catalog to PDF or other distribution sources Publish Parts Catalogs in multiple languages Add parts to shopping cart with a single click Check out directly from the Catalog to create Orders Ensures your Suppliers have access as a stakeholder to the solution Benefits: •Time savings in creation and modification of parts catalogs •Cost Savings from eliminating need for separate applications •Easier for Dealers to order parts •Seamless, scalable & connected Cloud based solution with affordable price •View all the information about a Product in a single screen (Product 360)
- When OEMs are successful in parts eCommerce it improves the parts buyer experience and ordering process. •Buyers require access to shop and order 24 x 7 (x 365) •Buyers need access to OEM promotional pricing … catalogs …. 2nd Lines of Parts … etc. Examples that I am showing here: buyers viewing illustration, allows them to see (and order) additional parts, related parts (also-order, virtual kits). The buyer is more confident by seeing actual images of the parts they wish to order and are more likely to order the correct parts the first time. This also allows for targeted price promotions and why-buy info to provide the users with the best possible pricing to increase sales.
- Having an efficient Order Entry, Integration, and Parts Catalogs solution allows for improvements for Parts Ecommerce. Having all stakeholders have access to the same system simplifies the solution. Having the proper integrations improves the lifecycle for growing your aftermarket parts ecommerce Again, having the correct Parts Catalog allows for simplified parts ordering for all stakeholders
- Having a platform that allows for an efficient and simple UX designed such as shopping cart functionality allows for a quick experience to check out and place Orders. Add parts with a single click and then quickly checkout to place the order.
- Mobilizing your service technicians provides them with quick access to not only plan, prepare, perform, but to take payment and more importantly they are your front line to the customer. Up Selling and Cross Selling is a key trend to grow revenue.
- Enabling Technicians with access to mobile applications allows them to see what parts are available in inventory. Take advantage of the power of the mobile devices by scanning in a barcode or QR code to quickly find the right parts catalog for example.
- Enabling Technicians with access to mobile applications also allows for quick access to not only place parts orders but to view, track, and trace the status. This increases the technicians efficiencies while they are performing their tasks.
- Hopefully you can now see why Optimizing your entire parts inventory management lifecycle allows for improvements to help grow your aftermarket arts sales. Reducing inventory, being able to view actionable insights for parts usage and inventories, seamlessly integrating your orders to backend systems, and improving the customer experience all lead to first time fix rates.
- Here are some examples of the actionable insights to help see the trends for sales growth of your system
- Key item to point out here is today their challenge was having older disparate systems for each dealer network. Not flexible enough of an existing system for editing.
- The Mize platform allows their dealers to quickly search, view, and with a single click add parts to an Order On the backend they now have one centralized platform that is scalable to manage all of their parts catalogs and knowledge content The Mize Product 360 allows for viewing all information in a single screen when customers do call up gives them quicker response time to get those parts ordered properly the first time
- Weber had challenges such as older legacy systems that were costly to maintain and did not provide the functionality to help drive sales.
- Weber had a challenge to simplify their processes and utilizing the Mize Platform they have achieved improvements with their service experience and simplified workflows allowing for lower operating costs Thank you for allowing me the time to present how to Simplifying parts ecommerce to help drive sales today. I will now hand the webinar back over to Michael.