Dedicated to Enhancing the Customer Experience

January 14, 2015

On behalf of the Encompass team, I am extending our sincere appreciation for your business and support. With our company growing at an exciting rate marked by record-setting performance in 2014, we wanted to let you know about some recent developments intended to help enhance your overall customer experience:

Warehouse Improvement Project – We completed renovation of our Lawrenceville, GA headquarters/distribution and repair facility, which included installation of an automated conveyor system and wireless connectivity to substantially increase productivity, workflow efficiency and shipping capacity. The upgrade also included massive expansion of bin locations due to increased volume. Encompass showcases the revamped facility in our new company video; please click here to view the video.

New Call System – With implementation of a new call center management system, our call capacity, volume and service levels are at an all-time high. To further enhance support, we added an online contact form system for customers to quickly submit questions and comments. Based on the topic, forms are then routed to personnel with the applicable expertise to best assist.

New Website Tool – To assist customers in conveniently finding parts most commonly ordered at the same time on encompassparts.com, we added a “Frequently Bought Together” section on the parts information page. This information also appears when items are added to the shopping cart, and is visible when a specific part is most typically purchased in a group with other parts per our system logic.

Expanded Parts Management – Encompass became a master parts distributor for Panasonic in 2014 to help streamline the procurement process. As more major manufacturers realize the benefits of outsourcing parts management to Encompass, we will continue to expand this service to offer our customers access to multiple brands from one simplified source.

Growing Appliance Line – We increased access and inventory positions for every major appliance line we carry, and expect to add new brands in the future to provide greater availability and convenience to our customers.

Service Solutions Software – To more efficiently manage our in-house board repair service, reverse logistics, advance exchange and other service offerings, we are in the process of implementing a new software platform. This system will better manage the entire workflow process, providing increased efficiencies and visibility.

While 2014 was a busy, successful year at Encompass, we’re now focused on the future and seeking innovative new ways to continue improving our service and value. As always, we appreciate your partnership and the opportunity to serve you.

All the best in 2015,

Encompass President & CEO