2014 Initiatives

     Robert Coolidge
     President & CEO

At Encompass, we have a number of exciting initiatives implemented or planned in 2014 to enhance service and add value to your organization:

• Expanding and upgrading warehouse operations at our Lawrenceville distribution center, improving overall efficiency by contracting with a facilities management firm to evaluate our
  warehouse workflows and implement additional processes to ensure we are consistently operating with maximum effectiveness.
• Recently added a night shift to ensure all receipts are concluded same day for increased volume and to maintain our service level commitments.
• Incorporated bar code receiving and advanced shipping notifications to help improve stock receipt accuracy and efficiency.
• Augmented inventory levels across the board to improve our same day fill and to meet customer demand.
• Negotiated new aggressive shipping rates with our national carriers to lower customer freight costs and improve delivery times.
• Successfully expanded into the Major Appliance parts market with new additions such as Electrolux, Dacor and De’Longhi to complement our LG and Samsung lines, providing more “one-stop”
  sourcing.
• Enhancing our mobile applications to enable partial part number searches and improve BOM lookup, providing more valuable tools in the field.
• Extending hours of operation (8 a.m.-8 p.m. and weekend hours), improving delivery and personal customer assistance.
• Improving the quality of packing to provide a more consistent and safe parts delivery experience.
• Installing a new phone monitoring system to enhance the call center experience, as well as adding new personnel and developing advanced customer service training programs and performance
  metrics for frontline representatives.

Change is never easy, but it is the only way to keep the ball rolling successfully.  Just because it’s been done one way for 50 years doesn’t mean it’s the right way today.  Continue to be innovative with your change
and avoid complacency.