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MARCH 2017 • SPONSORED CONTENT • 21 Q. What sets Heritage Parts apart in the K-12 segment? A. We are a partner in the process, not just another source to buy a part. If there are questions specific to schools, we can get quick answers for customers. We realize kitchen technicians may have many sites to take care of at one time. In fact, it's not unusual for many of our custom- ers to be handling 30 to 50 sites or more. Our parts experts have manu- facturer and order information at their fingertips, so we can help identify the issue and provide a solution quickly. Our team takes the extra step of log- ging the customer's specific equip- ment information to help expedite parts requests in the future. We have relationships with the top equipment manufacturers in the industry that specialize in the K-12 space. These connections allow us to provide customers with fast, up-to-date, and accurate product information. Q. Are customer service reps expe- rienced in dealing with schools? A. Our education team has some of the most experienced parts profes- sionals in the industry with an aver- age tenure of eight years. Our K-12 customers are directed to this team of parts experts who are prepared to meet all of their needs. Not only do these reps understand equipment common in K-12 kitchens, but they know technicians are pressed for time and looking for answers as fast as possible. Heritage Parts wants to be a valuable vendor partner, as well as an invaluable parts procure- ment resource. We are proud of the long-standing relationships we have built over the last 30 years. It's not just about ordering a repair part, but about building trust that the right part will be provided on time, every time. Q. Describe Heritage Parts' personalized web solutions. A. Customers can create their own account online to order parts quickly and access their account 24/7, as well as technical documentation like equip- ment manuals, fits models and parts breakdowns. It's an omni-channel solution – meaning for those custom- ers who need a question answered or a part verified when they are unsure – that keeps customers connected to their parts expert. Our relation- ships with customers are critical and our eCommerce solution delivers the ability to call, email, text or chat with their parts expert. We are not strictly an online distributor or a mass call center, but a customer focused organization. Q. Are you equipped to work with GPOs (Group Purchasing Organi- zations)? How is this beneficial? A. GPOs are increasingly being utilized for foodservice equipment and parts purchases within the insti- tutional space. We have extensive experience establishing and execut- ing GPO relationships. These asso- ciations give us the ability to provide specialized discounts and freight programs to our K-12 customers. Q&A with Heather Carpenter, Customer Service Manager, Institutions, Heritage Parts A Partner in the Process