Equipment World Inc. is continually improving on customer service through electronic means, while at the same time not forgetting that business can still be done on a handshake or on the back of a napkin, which is what has allowed them to “grow side by side” with neighbouring customers.
Providing specific electronic services to industrial, commercial, retail and institutional sectors has always been Equipment World’s focus, says Fred Buchy, Branch Manager for the Sudbury-based operation.
E-commerce strategies are one of the company’s priorities for the coming year.
In 2004 they are looking to implement new systems that would allow receiving and ordering of goods to become more efficient for their industrial clients.
“Some of our major industry customers have immediate requirements for e-commerce on their procurement systems,” Buchy explains.
“We are being specific to the needs that those customers present to us, while at the same time being broad enough to accommodate all of our grassroots customers as well,” he explains.
Equipment World has a presence in all sectors, says Buchy. This is increasingly evident when one looks at the cross-section of businesses serviced by Equipment World’s office in Sudbury, each of which has an alliance with Equipment World.
Through broader use of their Web site, Buchy plans to identify other ways in which businesses can obtain easier access to products and services. The company is looking into setting up an e-store where clients can purchase goods by clicking on the shopping cart.
“E-commerce is almost like a general store out there where people can give you a model number or product code and order it.”
A recent interaction with a client is a good example of the flexibility and convenience of e-business, says Buchy.
“Our sales people recently met on-site with a customer who placed a request for a certain type of product. Not only did Equipment World have it in stock, the sales person also showed the customer, through a Web site video, how it worked, and then directed the client to the downloadable operator’s manual, all at the convenience of the customer’s desktop computer. “
More videos and access to manuals on site will help clients with their decisions, he says. The idea is “to make things easier, more accessible to remote clients.”
As well, construction contractors will be able to access information through a submittal page that will eventually be put on the Web site. Through the submission, they can determine how much of one item a contractor needs and how much it will cost. When time is of the essence that kind of information is invaluable.
Upgrading the Web site not only enhances customer service, but also displays a good corporate image to potential buyers.
But the Web site is only part of their information systems.
In the next few years they plan on compiling information from customers in order to create an inventory control system, with the goal of further improving customer service.
Lyle Knudsen, Sales Manager and Co-owner, says they are implementing an advanced inventory control, as well as a service management system for their mechanical side of things, which will all lead to better customer relationship management.
This will allow Equipment World to determine what their client’s spending practices are, and how they can stock their shelves accordingly. Ultimately, Knudsen can see their Web site being used as a way to adapt to their customer’s growing businesses.
In their 16 years in Sudbury, Equipment World has carved out a niche in the northern U.S., and throughout Canada, but Northern Ontario still holds a wealth of untapped resources.
