FleetPride unveils its e-commerce site | Transport topics

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Truck parts and service provider FleetPride has rolled out an e-commerce platform, an initiative according to the company that is moving the aftermarket to a level playing field in terms of online sales. .

“The problem with this industry is that it lags behind other industries; it’s slower to embrace e-commerce and other digital solutions, ”said Darren Taylor, senior vice president of marketing and digital, in a presentation on Oct. 12. “As a leader in the aftermarket, we are actually in an ideal position to lead digital. “

The Irving, Texas-based company began beta testing certain e-commerce features about a year ago to learn more about customer behavior. said Mike Duffy.

Duffy

“In addition to expanding our service footprint, we also offer multiple ways for customers to reach us when and where they need help,” said Duffy. “I’ve been with the company for a long time, and right now the pace of change is faster than ever. “

Duffy noted, for example, that the website offers buyers the opportunity to chat with an expert before making a purchase.

Taylor noted that this expansion gives FleetPride an opportunity to leverage product and customer data to help guide future technology investments, including artificial intelligence. With this current update, he said the company is implementing the IBM Sterling Order Management System, which Taylor says increases inventory visibility and customer options by opening FleetPride branches and distribution centers to direct shipping from customers.

Darren taylor

Taylor

“It’s a game changer,” he said. “It’s a great example of listening to customers and transforming the way we do business to make it easier for them. It changes the way customers do their day-to-day work and changes the physical flow of goods across the country. “

FleetPride also strives to better understand the day-to-day issues facing its customers. This can include truck breakdowns or simply staying ahead of the replenishment of routine stock items. To this end, he tests new user experiences to learn how customers use digital tools and works to improve his data analytics.

“We are implementing a leading MDM, or master data management tool, and artificial intelligence, and we continue to work closely with our suppliers and other very customer-centric third parties and his needs, ”Taylor said.

FleetPride Logo

He also stressed that increased digitization is not intended to create friction with those who operate physical branches. Rather, he said the two sides are meant to complement each other in an omnichannel experience that gives customers multiple ways to connect. This includes store technicians trained in the operation of the system.

“We create tools for the client and our internal team,” Taylor said, noting that the website and branches are meant to “work together seamlessly”.

“Someone might be looking for something online,” he said. “They can start a live chat with a product expert from the local branch. That customer can now upload photos directly to someone who actually knows the product.

Mike harris

Harris

FleetPride has 280 branches and 52 service centers. Mike Harris, senior vice president of branch sales and operations, said the technology can actually attract more customers to branches, and noted that there has been an increase in phone calls and walk-in traffic. you.

“These people on the front lines, the traditional counter folks, with tremendous knowledge, they’re central to developing our capacity today,” said Harris. “These same experts are the people who give us real-time feedback, sometimes even serving in chat features.

“So we think of the evolution of e-commerce as a way to improve the customer experience, by providing faster solutions, to help customers keep their trucks on the road. “

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