Komatsu increases online parts offering
New online processing system allows customers to hunt down required parts ASAPKomatsu has greatly expanded the range of parts that can be ordered through its myKomatsu online customer portal to now include parts that are readily available – but may not be in stock in its local distribution centre facilities.
Previously, parts that were not stocked in local Komatsu distribution centres were listed as “out of stock”, and required customers to call the Komatsu Customer Support Centre (KCSC) to order and process them offline.
The company has now improved its offering by allowing customers to purchase the exact part they need, when they need it.
If stock is not available in one of its Australian distribution centres, Komatsu’s KCSC team will source parts from the nearest branch or supplier to ensure customers get their order as quickly as possible.
Customers can also opt to be contacted about express delivery if the part is required urgently.
“This is another step forward in our drive to ensure that we are always easy to do business with, and helps us deliver a better online experience to our customers,” said Komatsu’s General Manager for Construction Solutions, Todd Connolly.
“Now, when a customer orders a part that’s not held in one of our local distribution facilities, the transaction is processed just like any other myKomatsu online parts order, and we will manage internally the process of getting those parts to customers as quickly and expeditiously as possible.
“That means significant efficiency gains for Komatsu, which in turn ensures we can further improve our levels of customer service,” says Connolly.
“It means that customers will immediately see far more parts available online, rather than getting the ‘out of stock’ message.
“This will also have additional customer benefits by allowing Komatsu Customer Support Centre staff to focus on other areas of service and technical support.”
Connolly added customers who ordered through myKomatsu will constantly be updated on the status and shipping time of their orders, including the out-of-stock parts.
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