ESG faced internal and external challenges in its digital aftermarket sales experience.
Environmental Solutions Group (ESG), a waste collection equipment company, needed to improve its slow and error-prone aftermarket ordering process. ESG’s aftermarket sales success depends on their customers’ ability to keep their waste management and recycling equipment running smoothly. They need to ensure customers have easy and quick access to replacement parts.
Dave Young, VP of Sales, Product Management & Marketing at ESG, said the company aims to “get them the right part as quickly and easily as possible.”
ESG’s customers, dealers, and technicians are very familiar with the company’s equipment but sometimes need help finding the specific product names and part numbers in the online catalogs. Often, this leads to excessive inbound calls to the sales and service teams when a more efficient webshop experience could enable complete self-service for aftermarket sales.
Sales and service staff are happy to help customers, but they should spend time on other tasks, such as troubleshooting problems, dealing with exceptions, and reaching out to new customers. The current process also delays order deliveries, creates errors, and extends equipment downtime.
Partnerships with dealers are key to ESG’s business model, and they wanted to have a tool extension that gives them more visibility into customer ordering trends so that they can stock the right replacement parts to ensure preventive maintenance.
“We’re looking more closely at patterns from our customers and how they order. Providing our dealers with recommended stocking lists based on the latest historical order data helps them improve their fulfillment capabilities and keep customers’ equipment running,” said Young.
To address these challenges, ESG needs a more integrated and digital replacement parts ordering system that connects to their eCommerce website for self-service aftermarket sales.
ESG Streamlines aftermarket sales for customers and dealers using Partable for self-service ecommerce.
ESG upgraded its e-commerce channel for aftermarket sales by implementing CDS Partable to help customers and dealers identify, select, and order replacement parts for waste management and recycling equipment. Partable enabled ESG to deliver the same experience for novices and experienced users, providing value for their customers and dealers.
Simplified catalog management makes it easier for ESG staff to set up and manage replacement part searches, ensuring users can quickly find and purchase the correct parts independently.
Secure interactive search with 2D exploded view images and interactive 3D models that leverage existing engineering CAD & product data dramatically improves the accuracy of part searches. Portable also uses API-based integration for seamless callback and data transfer with ESG’s ERP and commerce management systems, ensuring clean data across business-critical systems.
Young said that embedding Partable in its e-commerce platform has made the replacement part process easier for everyone involved. It has also freed up ESG staff to focus on higher-value areas and get closer to customers with greater transparency about what they are ordering and need. The more frictionless the interactions, the greater their uptime and the less the disruption to their business.
Key capabilities ESG implemented using Partable for aftermarket part sales:
- Simplified catalog management: Streamlined setup and management of replacement part search for ESG staff, ensuring shoppers can quickly find and purchase the correct parts on their own.
- 2D & 3D visual search: Complete product visualization with exploded view images with hotspots, interactive 3D with part selection, and BOM navigation for 3D models.
- Specialized searches: Including serial number, product version, order-based search, and more.
- Integration with existing ERP and commerce management systems: API-based integration for callback operations and data transfer with customer back-office systems.
ESG significantly increased self-service and e-commerce aftermarket part sales by implementing Partable for their customers and dealers. To read the complete story and see the results, download our ESG Case Study.
