The document discusses the importance of wholesale parts eCommerce in the automotive aftermarket, highlighting its potential to significantly increase manufacturers' revenue and profitability through effective service parts management. It emphasizes the disruptive impact of megatrends on OEM parts sales and outlines various strategies for improving parts sales and dealer productivity. Furthermore, it includes case studies of companies like Takeuchi and Weber, showcasing their successful implementation of Mize's solutions to streamline parts cataloging and ordering processes.

1. HOSTED BY
Michael Blumberg
Chief Marketing Officer,
Mize
Presented by
Ted Fellowes
President
Fellowes Research

2. IDC MarketScape: Worldwide Manufacturing Service Parts
Management Applications 2019-2020 Vendor Assessment

3. • Background
• Wholesale Parts eCommerce & Megatrend Impacts
• Simplifying Parts eCommerce to Drive Sales
• Case Studies
• Benchmarks
• Q & A
• Wrap – Up

4. The leader in
Connected Customer
Experience. Enabling
global companies to
Optimize service
interactions and
Maximize customer
lifetime value
• Manufacturers generate a significant portion of revenue
and profits from Aftermarket Parts Sales
• Gross Margins on Aftermarket Parts Sales are typically 2.5
times higher than product sales
• Megatrends have disruptive impact on OEM Parts Sales
• Parts eCommerce will play a critical role in fueling the
growth and profitability of Manufacturers’ Aftermarket
Business strategies.

5. • Automotive and Medium/Heavy Truck aftermarket (North America) represents a $418
billion industry - growing at 3 to 3.5% per year.
• The Automotive Retail Aftermarket (North America) has eCommerce sales over $16 billion
and growing 14 to 16% per year . Adding Automotive Wholesale Aftermarket (North
America) eCommerce increases this total by a factor of 3 to 5
• More than $150 billion in auto parts through all sales channels are influenced by digital.
The number will grow to over $160 billion in just a couple of years.
Source: Hedges & Company January 2019 Analysis, AAIA Factbook 2018, Fellowes Research​

6. Ted Fellowes is the Founder and President of Fellowes
Research. He is Advisor to firms investing in repair &
supply-chain digital solutions boosting OEM parts trade &
productivity. Ted has 30+ years of experience in general
management, product management and business
development for Service Parts solutions in Automotive and
adjacent industries. .

7. Wholesale Parts eCommerce & Megatrend Impacts
(Automotive Aftermarket Insights)
Ted Fellowes

8. • Introduction
• Wholesale OEM Parts eCommerce Flow
• Parts Specification Over Time
• Wholesale Parts eCommerce Benefits / Success
• Megatrends
• Recommendations

9. • Why - WIFM:
• Sell more parts – hold/raise share
• Reduce returns
• Boost Dealer productivity
• Facilitate OEM Price programs
• Improve CX & UX
• U.S. Car Dealer Online Parts Sales: > $6.7B (2020)
• Auto, Truck, Off-Highway …

11. The challenges grow continuously –
more vehicle variations & options and
many more part-numbers – Yet new
and improved solutions are driving
down errors and specification times

12. Roadmap
• VIN-specific (incl. options) filtering
• Improved catalog authoring
• Expanded search (synonyms, autocomplete, facet …)
• Sets of digital photos for parts
• Related & Associated Parts
• ‘Second’ Parts Lines
• Predictive Analytics
(continued)

13. • Sellers: OEM & Dealer
• Platform for OEM Pricing programs
• OEM safety/warranty – procedures, mandatory parts
• Why Buy – OEM info
• Transaction data sets – enabling predictive analytics
• Dealer productivity (buyer does lookup)
• More collaborative, efficient buyer-seller communications
• Buyers: Shop / Fleet
• Parts Ordering 24 x 7
• More collaborative, efficient buyer-seller communications
• Better access to OEM parts choices, pricing & availability

14. • Connected Vehicle – IoT
• Vehicle DTCs transmitted / interpreted by OEM
• Vehicle directs driver to dealer; OEM/Dealer calls
• VIN-specific parts pre-identified for likely service op
• R2R – Right to Repair (Regulation)
• Data, Systems, Tools & Parts provided by OEMs to dealers
must be available to independent repairers
• Wholesale eCommerce way for OEMs to retain parts sales
• Electrification (EV)
• On-Highway: parts may fall over 50% (excluding batteries)
• Fewer moving parts in powertrain
• Off Highway & Europe – distinct rates of implementation

15. • Collision Avoidance / Autonomous Vehicles:
• ADAS currently potential to reduce collisions 30%
• Autonomous … potential to reduce collisions – up to 90%
• Europe / Off-Highway – distinct rates of adoption
• Sharing Economy
• May reduce vehicle sales, not mileage / hours operation
• No consensus on service parts and labor revenue net
impacts
• Marketplaces – Amazon & eBay
• Success in DIY & Idle / Overstock but … hard for dealers
• 3D Printing
• Rise of eCommerce
(continued)

16. • Considering your service-parts solutions, ask yourself:
• Is your EPC superior & on a path continuous improvement?
• Are you positioned to start / grow your parts eCommerce
channel for your service-parts?
• Does your current path include a broad range of seamlessly
integrated parts & service solutions?
• Are you keeping ahead of (i) AM competitors; (ii) other
OEMs?
• Keep alert – the pace of change is accelerating:
• Don’t let concerns about distant future keep you from
adapting & competing now and in the near/mid-term
• Don’t go it alone – find experts to partner with

17. Eric Marlan
Sr. Product Manager, Mize

18. 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

19. • 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

20. 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

21. 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

23. • 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

32. • Earnings
management
• Attach Rates
• Renewal Rates
• Sales performance
• Customer analytics
• Opportunity reports
• Loss Ratio Reports
• Reports to
Underwriters

34. 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

35. 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)

36. 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.
3/2/2020
36
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

37. 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
• to look-up to look-up parts online easily and quickly
• Obtain real-time parts and service information
• Simplify parts selection and ordering processes for customers
and service organizations
Benefits:
• Improved Service Experience for Stakeholders
• Simplified Workflow
• Lower operating costs
(continued)

38. 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%

39. ✓ 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

40. IDC MarketScape: Worldwide Manufacturing Service Parts
Management Applications 2019-2020 Vendor Assessment

41. 3/2/2020 Enabling Service Technicians to Provide a Better 41
Question & Answer
info@m-ize.com
813-971-2666
www.m-ize.com

43. AFTERSHOKZ Launches
Customer Portal and Warranty solution powered by Mize

44. 3/2/2020 Enabling Service Technicians to Provide a Better 44
Contact Us
info@m-ize.com
813-971-2666
www.m-ize.com

45. 3/2/2020 Enabling Service Technicians to Provide a Better 45
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