PartsSource LLC has built its entire selling process around customer service. With between 1,500 and 2,000 parts requests to process each day, that makes customer service a full-time job for everyone at the medical equipment component provider, which is headed by A. Ray Dalton, the company’s founder, president and CEO.
At PartsSource, a positive customer experience begins with the initial parts request. Once the necessary part information has been gathered, the account manager handling the request has one hour to get back to the customer with part options. From there, the request passes to a sourcing specialist who checks the supply chain for availability and pricing on the requested part. Using that approach, the staff at PartsSource is able to notify customers about their options within an hour of the initial request. If a customer doesn’t hear back within an hour, PartsSource buys the customer lunch.
The staff at PartsSource believes that informing customers is a critical part of giving them the best possible service. With that in mind, price quotes don’t just cover the price of a product. PartsSource is careful to quote not only the price but the part’s condition, age, warranty, terms and other factors that could influence the customer’s decision-making. When the customer makes a purchase, PartsSource immediately does two things: one, the company e-mails and faxes confirmation of the purchase and shipping terms to the supplier, then follows with a confirmation call to the supplier. Two, PartsSource e-mails a confirmation sheet to the customer for fact-checking purposes. If there are any errors or disagreements, the purchase process is immediately halted. After delivery of the part, a PartsSource representative checks in on the day of delivery to ensure the customer’s satisfaction.
By repeating the process thousands of times a day, PartsSource ensures that its customers receive the best the company has to offer.
How to reach: PartsSource LLC, (877) 497-6412 or www.partssource.com
