Imagine the look on a supplier’s face when as he’s explaining to his customer that there’s no feasible way to find the part he or she is looking for, the competition delivers the missing piece. That was the case with PartsSource Inc. Of course, PartsSource was the competition that responded to the call.
Funny thing is the customer was a first-time caller to PartsSource and wasn’t hopeful it could supply the part. After 30 minutes of calling PartsSource, the part was found within driving distance to the customer’s hospital. A courier picked up the part and hand-delivered it to the site. All of this happened while the supplier was still explaining why the part was unavailable.
PartsSource, a medical parts replacement provider, processes between 1,500 and 2,000 requests a day. Whether a longtime client or first-time caller, the company’s customer service procedures are in place to assure accountability and satisfaction.
The service starts when a customer’s call is answered by one of five receptionists, not a phone system. Then, a PartsSource account manager has an hour from the time of the request to follow up with the customer with options. Full details of part condition and price are disclosed to allow customers to make educated buying decisions.
If a part is purchased, e-mail and fax confirmations are immediately sent. When the part is delivered, PartsSource calls the customer to verify its needs were met.
The customer service process is to ensure that the customer receives not only the right service but also quality service. And it allows PartsSource to closely monitor each transaction and easily identify and correct concerns.
PartsSource founder, President and CEO A. Ray Dalton can say the process works. More than 40 percent of biomedical equipment technologists and clinical engineers and more than 44 percent of hospitals chose the company for parts in 2009.
How to reach: PartsSource Inc., (330) 562-9900 or www.partssource.com
