2016 Encompass New Year’s Resolutions

Our customer service agents manage upwards of 5,000 calls a day from people
needing assistance in placing orders, tracking statuses, identifying parts,
making returns, and so on. Agent training is being refined to focus on
empowerment to more quickly resolve issues and help enhance the customer experience.
We always urge customers to let us know of any issues so we can do whatever we
can to make things right.

We are A+ rated and accredited with the Better Business Bureau due largely to
our willingness to respond to and resolve customer complaints. As we process
thousands of orders a day, we don’t always get it right – but we are firmly
committed to turning any situation into a positive experience.

Encompass also vows to remain engaged with the voice of the customer through
surveys and attending industry tradeshows where we can meet one-on-one with
customers. We are driven to listening to our customers to provide for their
needs versus making assumptions.


Minimizing Turnaround Time
We resolve to continue working on expediting our turnaround time by making
operational changes in our warehouse and technological upgrades. We are
consulting with experts to review our processes and workflows and are looking
to implement recommendations that should help speed the pick/pack/ship process.  Additionally, we have installed new software
that will help us better forecast purchasing to minimize back orders and
increase high-demand inventory.

Further, we plan to leverage our Service Solutions team to increase
availability of hard-to-find and NLA parts through repairs and parts
reclamation. We are also pursuing a more streamlined freight forwarding
solution to expedite shipments from our overseas vendors.


Introducing New Brands & Verticals
Encompass is always working on extending our line card to provide one-stop,
convenient access to the manufacturer brands our customers need. Most recently
we added the Braun and Oral-B brands, further expanding our Personal Care
vertical. In 2016, we will continue to be on the lookout for opportunities
beyond consumer electronics to deliver a broad selection of parts and
accessories.

Leveraging Technology
The Encompass IT team regularly implements new functionality to our
e-commerce website and other platforms to increase efficiency and provide
customers with helpful tools. We plan to add hundreds of new parts photos to our
e-commerce site encompassparts.com to assist in accurate identification. Plus,
as we gain new manufacturer authorizations, we’re developing customized web
portals to help users – particularly consumers – quickly find the parts and,
increasingly, finished goods they need.


Partners for Aftermarket Support
Encompass is committed to working with manufacturers, retailers, warranty
companies, servicers and others to enhance the after sales supply chain. To
that end, we are hosting a one-day conference in Atlanta on May 18, 2016, to bring together those
involved in the reverse supply chain to share ideas and best practices.
Industry leaders will facilitate a range of topics from transportation
logistics to e-waste to factory warranty support. If you’re as interested in
building a strong reverse supply chain as we are, please join us in May. For
more information, please visit aftermarketpartners.org.