Exciting Changes Coming to Encompass

Encompass
continually seeks innovative ways to increase our operational efficiency and
improve our service to you. With our business growing at an exciting rate, we
wanted to let you know about some important changes we are making to help
enhance your overall customer experience and support:

Warehouse Improvement Project – We contracted with a well-respected facility
planning firm to redesign our warehouse facility and install an automated
conveyor system to substantially improve productivity, workflow efficiency and
capacity. These upgrades are expected to provide a 40% increase in cubic
storage capacity and improve our same day picking capacity. Plus, we are
expanding our overall warehouse footprint to help accommodate our growth in new
verticals and added inventory requirements.

We expect the reconfiguration to be completed within the next 30 days. During
this process, there may be some minor delays in receiving your orders, but we
are doing everything possible to mitigate the impact to our customers and
vendors by adding night shifts and increasing support staff. 

New Call System – We are also in the process of implementing a new
call center management system.  The
system is expected to help decrease hold times significantly and offer more
automated services.  For those who prefer
speaking to a live representative, it is our objective to make this a priority.
Additionally, the system provides skill-based call routing to match the purpose
of your call with the agent most qualified to support you. This system is
expected to be operational by May 1 and will also provide auto calls for those
who would like periodic status updates on orders, ETAs and other pertinent
information. 

ISO Certification – To further enhance our operational processes, we are
also pursuing ISO-9001& ISO-13485 certification, which will improve our
formal quality management system throughout our organization. This
certification is expected to help Encompass further upgrade our overall
procedures and assist efforts to streamline operations.

Mobile App and Text Service – As another convenience, we previously developed an
application that enables customers to quickly
search for parts, perform model research, check price and availability and
place orders. You can also view open orders and invoices, read up on the latest
company news and easily contact us by email or phone. With the Encompass App,
we stay on the go with you. For
customers with mobile phones on platforms not supported by the Encompass mobile
app, we provide texting service to quickly check pricing and availability by
part number. To get more information on these services and download the
app, please click here. 

We
are confident that these projects will help us raise the bar on our performance
and meet our goal of providing you with superior service and support. You are
the lifeblood of our business and remain our sole focus.

As
always, we appreciate your business and the opportunity to serve you now and
into the future.

All the best,

Robert Coolidge

Encompass President & CEO