Industries that sell complex machinery have a daily challenge to keep those machines in working order, so a good aftermarket parts ordering solution is vital. When it comes to the need to replace parts on your products, you don’t want your customers to experience prolonged downtime or wasted dollars. Having replacement parts readily available and easy to find for both scheduled and unscheduled maintenance is vital in keeping those machines going and keeping your customers satisfied.
Following are three reasons why you need a robust online parts catalog:
1) Customer Service and Experience.
Today’s buyers are far more technically savvy than buyers of the past and they want to be able to independently find and order what they are looking for – even replacement parts on highly complicated machinery. Because the need for replacement parts is discovered while using the equipment, it’s vital that your solution is able to be used right at the time of need – even out in the field or on the shop floor. Having a solution that is responsive and can work just as easily on tablets or mobile phones as it does on a desktop is vital in providing this type of customer service.
By providing a robust online parts catalog that helps your customer quickly identify and order the correct replacement part, you will further build your reputation as a trusted partner. A well-organized, easy to navigate parts ordering solution will also help increase your efficiency as a company by reducing calls to your customer service center from frustrated customers who either didn’t order the correct part, or cannot find the correct part while trying to order.
2) Customer Education.
Simply providing your customers with a list of parts and the ability to order those parts is not enough. While it’s primarily important that your customer orders the correct part in the first place, you should also provide readily available access to manuals, how-to videos and instructional documentation to help troubleshoot and replace the parts. A good robust online parts catalog will quickly associate manuals for assemblies and subassemblies as well as provide information on replacement or alternative parts
3) Customer Retention.
This is pretty simple. If a customer comes to your site looking for something and is unable to find it, they will go elsewhere. Conversely, if you provide them with top-notch customer service and your company becomes their first thought when the need replacement parts, you can forge a lasting relationship. You can further this good relationship by a sending messages to remind customers when routine maintenance is needed or that it is time to reorder replacement parts to keep their machines running with no unnecessary downtown.
If your products require replacement parts and the above reasons resonate with you, you might need a robust online parts catalog.