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Encompass July Employee of the Month

Bobby Sisk (left) with Sr. Manager of Customer Support Mark Frye

Bobby Sisk (left) with Sr. Manager of       Customer Support Mark Frye

We are proud to announce that Board Repair Technician Bobby Sisk has been named Employee of the Month for July! Joining Encompass in 2011, Bobby is a team player, always positive and ready to help his co-workers.  He is always at the top in productivity, which improves Encompass’ overall fill rates and turnaround time for orders, improving our overall support, sales and customer satisfaction.

Bobby is willing to take on any challenge and provide technical repair assistance to his team members. He also assists Encompass with his knowledge and experience by providing new product technical service research and training.

Way to go Bobby!

Equalizing the Risk of Accident Damage Coverage

This is the time of year when we celebrate the freedoms and joy of being an American. Of course one of the cornerstones of living in an open society is our free enterprise system. Anyone can operate a business and sell products or services at a competitive price for profit.

Robert Coolidge President & CEO

Robert Coolidge
       President & CEO

In a perfect world, this system would always be a win-win situation. Unfortunately, business is never perfect, and there is always a chance someone will end up on the short end of the stick. This is particularly true for those involved in supporting accidental damage claims for electronics, such as laptops and gaming devices.

As a competitive selling point, some manufacturers, retailers and extended warranty companies offer Accidental Damage Coverage (ADC) for laptops at very attractive
pricing for up to three years.  Laptop repair companies contract to perform warranty repairs, many times at flat rates that barely cover their costs. The pressure is on them to control costs while meeting aggressive turn times and maintaining some measure of profitability.
With ADC comprising everything from drops/falls/collisions to liquid spilled on a unit, the potential for repair volume is immense. The potential for fraud is also great.
As a three-year warranty is close to expiring, it would be awfully tempting to drop a laptop and game the warranty system to upgrade to a newer model.
Under the current scenario, consumers are winning with expansive coverage at low cost. ADC warranty issuers are winning by diverting risk to others. At some point, support organizations may find this work to be cost-prohibitive with all risk and little to no upside.  If warranty issuers opt not to adopt a more cost-effective repair model, they could be forced to replace more units.  In the end, the retailers, warranty providers and support companies must all make sound and responsible offerings and business decisions that enable everyone to be successful.
For the system to work fairly, warranty risk has to be spread evenly. Pricing for repair contracts should be carefully evaluated to ensure service companies are justly compensated and are not assuming the brunt of the risk.  It’s the responsible thing to do and the right thing to do to help all parties end up on the winning side.

 

Parts Supply Chain Outsourcing

Like any business, manufacturers are focused on finding ways to improve profitability throughout their organizations. Faced with heavy global competition and ever-changing technology trends leading to shortened product lifecycles and plummeting prices, consumer electronics OEMs are particularly challenged even as the country emerges from the Great Recession.

Robert Coolidge President & CEO

Robert Coolidge
      President & CEO

One area that OEMs are starting to scrutinize is their service parts cost. In an attempt to increase revenue, some are deciding to manage parts on their own and are even bypassing their parts distribution networks to sell direct to the market in a bid to capture additional margin. But with high operational costs and other demanding factors associated with parts distribution, squeezing out that little bit of extra margin is not likely to be worth it in the long run.

Other manufacturers have opted to outsource parts supply chain management to distributors like Encompass. While we obviously have a vested interest in encouraging the outsourcing route, it actually does make the most economical sense for OEMs. Beyond that, it helps improve aftermarket support for their products – increasing customer satisfaction – and frees them to focus on product development in a highly-competitive space.
Encompass currently manages service parts for several OEMs in the consumer electronics, appliance and HVAC industries. Distributors can offer complete inventory ownership service, which eliminates the need of OEMs to manage forecasting and obsolescence – including last time buys and excessive minimum order quantities. In every case, Encompass has significantly increased parts availability and decreased back orders, turnaround times and product exchanges for our manufacturer clients through highly-effective forecasting and procurement, while reducing parts pricing in the market.
Distributors also can integrate with claims management systems to provide an extra layer of auditing and to control parts costs for in-warranty repairs. This ensures parts ordered match the product model being repaired and do not exceed the product value. Additionally, the process prevents non-warranty accessories like remote controls from being added to a claim.
By taking ownership of parts, distributors assume responsibility for accounts receivable, which removes the hassle of collections for OEMs. They also take on the risk  for excess and obsolete parts and pay for warehouse infrastructure costs. Unlike manufacturers that manage parts for just their own brand, distributors are able to spread operational costs across multiple brands.

Most importantly, distributors are able to provide a higher level of customer support to service techs and consumers. At Encompass, parts management is our core competency – it’s what we’ve been doing for the past 60 years. At a recent appliance trade show, I heard from several different servicers that they won’t touch certain brands because of the difficulty in getting parts. If consumers can’t get support for their products after the sale, how loyal will they be to that brand in the future?

 Manufacturers may look to parts for revenue generation, but at the end of the day, they are likely to find it’s not the cash cow they envision and their brand loyalty could be at stake.
To hear more about Encompass’ parts supply chain management services or obtain a comprehensive free analysis of the overall cost savings benefit, please contact me directly: rcoolidge@encompass.com or 800.432.8542.

Encompass Honored with NESDA Award

Encompass was presented with a valued partner award during the Panasonic-sponsored breakfast this morning during NESDA’s annual convention in New Orleans. We are long-time NESDA supporters celebrating our 30th year of event attendance!

In this photo Encompass SVP of Business Development Joe Hurley (left) with  NESDA Board Director George Weiss.

 

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CE Tech Tips — August 2016

CE Professional Tech Tip Sharing
August 2016
**NOTICE**
Due the danger and complexity of electronics repair, the following shared technical tips are intended for professional reference only. Please refer to manufacturer’s recommendations as Encompass does not guarantee the accuracy, reliability or safety of this information.
Audiovox TV, FPE3206
Reason for Service:  Won’t turn on or difficult to turn on
Solution:
Replacing 3 caps fixed the set:
C521, 47uF/25V, C529, 150uF/400V and C535, 47uF/25V.
Crosley TV, C23HDVDHB
Reason for Service: Have to push power several
times before TV comes on
Solution: Check for bad caps on small power supply
board.  C4, C5, C6 were all bad.  680uF/25V
Hitachi TV, 60SX2K
Reason for Service: Convergence drifts
intermittently
Solution: Found and removed corrosion at E3301
and E3302 connector.
Hitachi TV, 51UWX20B
Reason for Service: Pictures roll vertically only
when cold.  OSD or DCU pattern stable or no
picture. OSD okay.
Solution:
Replaced IC401, CP08191U.
Philips TV, 27HT7210D/27
Reason for Service:  Set will not power on, but relay clicks
Solution: Found a bad cap, C7, on a side
board.  220uF/25V.  Also, check all connections for bad solder.
RCA TV, ITC008
Reason for Service: Continuously turns off then
back on
Solution: 12V regulator TX508 was leaky.
Samsung DLP, HLT6187SX/XAA
Reason for Service: Difficult to power on or
won’t power on at all
Solution: Found several bad caps in power supply:
CM811, 47uF/50V, CB806, 47uF/50V and CB810, 68uF/50V.
Samsung TV, LN40A500T1FXZA
Reason for Service: Solarized picture
Solution: Replaced T-Con with part number
V520H1-C06.
Sony TV, KV32FS320
Reason for Service: Relay clicks, no Hi-Voltage,
5 blink code
Solution: Check D500 and D503, replace if bad.
Sony TV, KF60WE610
Reason for Service:  Shutdown, 6 blink code
Solution: Replacing MCZ3001DB on the G1 power
supply board fixed the set.
Sony TV, KV40XBR600
Reason for Service:  Won’t power up, 6 blink code
Solution: Replacing relay RY6502 restored normal
operation.

 

Former Sony Executive Joins Encompass as Director of Supply Chain and Trade Compliance

Lawrenceville, Ga., July 19, 2016 — Encompass Supply Chain Solutions, Inc, a leading provider of 3PL and 4PL solutions for a diverse range of finished goods and replacement parts, today announced the addition of industry veteran and former Sony executive Stacy Golden to its leadership team.

Golden will serve as the company’s Director of Supply Chain and Trade Compliance. She will be directly responsible for working with business partners and internal teams to drive parts supply chain improvements and execute strategies to enhance aftermarket support for multiple customer segments. Additionally, she will be responsible for regulatory and policy compliance processes and procedures to ensure alignment with U.S. Customs and other governmental agencies involved in the company’s global importing and exporting business.

“This position is critically important to the company’s continued long-term success,” said Robert Coolidge, Encompass president and CEO. “Stacy’s extensive background and accomplishments will be vital to our continued efforts to expand into new markets and larger 3PL and 4PL opportunities. We are excited to leverage her expertise as Encompass works to further solidify our market position.”

Coolidge said Golden will be tasked with integrating and standardizing supply chain operations to maximize revenue growth, process innovation and cost reduction. Onboarding new clients for 3PL and 4PL programs and monitoring performance metrics for optimal operational efficiency will be another key part of her role.

She will also be closely collaborating with the Encompass executive team on planning, budgeting and decision making, enabling the organization to reach its goals and objectives. Encompass has been aggressively targeting new markets – such as home warranty and mobile devices – to support its growth strategy.

Prior to Encompass, Golden was director of Operations for Sony Electronics where she planned, directed and implemented activities related to the procurement of $500M+ in materials, parts, components and equipment annually. After joining Sony in 1999, she served in a variety of management positions spanning compliance, procurement, vendor relations, supply chain, inventory control, business planning and customer support.

About Encompass Supply Chain Solutions, Inc.
Encompass is a market leader in forward and reverse supply chain management and high-tech repair services for a diverse and expanding range of consumer electronics, computer, major appliance and imaging products. Encompass provides end-to-end solutions for OEMs, retailers, independent dealers and third-party administrators.

Encompass manages all stages of the product lifecycle, including finished goods and replacement parts logistics, board repair and product refurbishment services, returns management, asset value recovery and eco-friendly disposal. For more information, please visitencompass.com and encompassparts.com and follow us on Facebook , LinkedIn and Twitter.

Contact: Kristin Hurst
Director of Marketing
Ph: 954.474.0325
khurst@encompass.com

Managing Business Reputation

Amid the hectic pace of keeping a business running smoothly, it’s very easy to sometimes overlook the customer experience. But without satisfied customers, a business cannot survive – at least not for very long or very successfully.
Robert Coolidge President & CEO

      Robert Coolidge
      President & CEO

In this age of pervasive social media, one negative online posting can cripple a business. Unhappy customers have the entire Worldwide Web at their fingertips to air complaints regardless of their validity. There is a whole cottage industry now devoted to online “reputation management” to help businesses monitor social media mentions. But that’s after the fact.

The most effective way to manage your reputation is to be proactive and head off issues before they become an everlasting mark in cyberspace. And the easiest way to do that is by simply asking your customers how you’re doing and what you could be doing better. Encompass surveys our customers annually, and we pore over the feedback to implement changes in response to what our customers tell us they need. This year we are working on everything from improving part descriptions on the website to offering more appliance model exploded views.
If you aren’t currently surveying your own customers, you’re missing a critical opportunity to enhance your service. Use something as easy as a printed form or a little more advanced like an online survey – there are numerous low cost or even free web-based options. Keep it simple, short and focused on information that would provide the most helpful insight into your customers and their needs from you. Be sure to include plenty of opportunity for customers to provide commentary. Here are some helpful links to developing your own customer survey:
While regularly surveying customers is important, you should also offer other avenues for feedback so you can take more immediate action.  In more cases than not, customers just want to be heard. Beyond our annual survey, we have dedicated email addresses for customers to voice suggestions and concerns: suggestions@encompass.com, customerservice@encompass.com and customercare@encompass.com. We also maintain and monitor a company Facebook page, which provides an open forum for customers to ask for parts information, register a service complaint or post comments about their positive experiences with us – something we strive for every day.

Listen to your customers and be responsive to their needs – or someone else will.

Encompass Now Providing Original Spare Parts for LG Mobile Devices

Lawrenceville, Ga., July 7, 2016 — Encompass Supply Chain Solutions, Inc, a leading provider of 3PL and 4PL solutions for a diverse range of finished goods and replacement parts, today announced it has expanded into the mobile parts supply business and is now offering accessories and out-of-warranty parts for LG mobile phones.

Encompass will supply accessories and parts for non-warranty repair of LG’s full line of mobile phones. The company is one of the country’s largest diversified parts distributors in the country, comprising numerous product categories, such as Consumer Electronics, Major/Small Appliance, Office Equipment and Health & Wellness. Encompass has also added major Pool & Spa brands, and is working to build Plumbing and Electrical verticals to support the Home Warranty industry.

“With the addition of LG Mobile, Encompass continues to expand into vertical adjacencies that increase our value as a single streamlined source for repair parts for a multitude of product categories,” said Robert Coolidge, Encompass president and CEO. “The mobile business, in particular, is experiencing phenomenal growth, and we are excited for the opportunity to enter this market with the world-leading LG brand.”

Encompass will leverage its distribution facilities in Georgia and Florida to supply parts to LG mobile dealers, servicers and end-users. LG mobile parts will be available through the Encompass e-commerce website encompassparts.com.

About Encompass Supply Chain Solutions, Inc.
Encompass is a market leader in forward and reverse supply chain management and high-tech repair services for a diverse and expanding range of consumer electronics, computer, major appliance and imaging products. Encompass provides end-to-end solutions for OEMs, retailers, independent dealers and third-party administrators.

Encompass manages all stages of the product lifecycle, including finished goods and replacement parts logistics, board repair and product refurbishment services, returns management, asset value recovery and eco-friendly disposal. For more information, please visitencompass.com and encompassparts.com and follow us on Facebook , LinkedIn and Twitter.

Contact: Kristin Hurst
Director of Marketing
Ph: 954.474.0325
khurst@encompass.com

CE Tech Tips – July 2016

CE Professional Tech Tip Sharing
July 2016
**NOTICE**
Due the danger and complexity of electronics repair, the following shared
technical tips are intended for professional reference only. Please refer to
manufacturer’s recommendations as Encompass does not guarantee the accuracy,
reliability or safety of this information.
Hitachi TV, 51UWX20B
Reason for Service: Freezing or other unusual
problems associated with the eeprom or micro.
Solution: Add a jumper from I007pin 1 to cathode
of D019.
Mitsubishi TV, LT46144
Reason for Service:  Video has solid vertical lines
Solution: Replace the panel; 289P107010.  The manufacturer may help with the cost.
Mitsubishi TV, WD65732
Reason for Service: Picture has a haze over it.
Solution: 
Taking the lens assembly apart and cleaning all glass fixed the set.
Panasonic TV, PT47WXC43G
Reason for Service: Dead set
Solution: Replaced T802.
RCA TV, CTC008
Reason for Service: Intermittently shuts down,
symptom worse with a cold set
Solution: 
Resolder all pins of the fly.
RCA TV, L37WD12YX5
Reason for Service: Dead
Solution: Replaced 5 bad caps on the main power
supply and a 470uF/16V cap on the small power supply module next to it.
Samsung TV, LN46A540P2FXZA
Reason for Service: Difficult to start, clicks
Solution: 
Replacing IC101 fixed the set. 
#MP2363DN-LF.  On the bottom or
main board.
Sony TV, DA4
Reason for Service:  Shuts down; might be intermittent
Solution: Replacing IC8002 regulator drive IC
fixed the set:  MCZ3001DB.  You can use Hitachi #CP08451U.
Sony LCD TV, KDL46V3000
Reason for Service: Set won’t start. Power light
turns green then a 5 blink code. 
Solution: Found an open fuse on the T-Con.  3amp, 32V, marked with a P.  Replacing the fuse fixed the set.
Toshiba TV, 46XV640U
Reason for Service:  Sound is okay, but no picture because of no
backlight
Solution: 
Found a bad SM cap near the plug to the power Bd.  C354.

Encompass Partners with Netsirk Technologies to Offer Comprehensive Business Management Software Platform. Solution enhances operational performance for aftermarket service providers

Lawrenceville, Ga., June 21, 2016 — Encompass Supply Chain Solutions, Inc, a leading provider of 3PL and 4PL solutions for a diverse range of finished goods and replacement parts, today announced it is collaborating with Netsirk Technologies to offer Skulocity, a new enterprise resource planning (ERP) system aimed at manufacturers, parts distributors and repair businesses to help streamline their operations and improve efficiency.

Developed jointly by Netsirk Technologies and Encompass, Skulocity is a fully-integrated ERP system designed for small to mid-sized manufacturers, retailers, field and depot service organizations and parts distributors. Tailored specifically for the Major Appliance, Consumer Electronics and Computing vertical markets, the module-based software provides comprehensive functionality for: order management, inventory control, warehouse management, procurement, discrete manufacturing, accounting, payment processing and customer relationship management.

In a show of support for its industry partners, Encompass is offering to subsidize the full costs of solution implementation and half of the monthly usage fee for the first 25 beta clients – a total value of more than $30,000 per company.

“Encompass is driven to help our diverse customer base succeed in all areas of their business,” said Encompass President and CEORobert Coolidge. “Skulocity was purposely developed to address each segment of the aftermarket supply chain, and we believe it has the advanced features and functionality to significantly enhance client operations. We are extremely excited to offer this powerful tool as a value-added benefit to our business partners.”

Encompass is fully integrated with Skulocity to provide users seamless access to more than 8 million spare parts and over 500,000 model-to-parts cross references from major manufacturer brands in the Consumer Electronics, Appliance and Computing product categories, among many others. Electronic ordering and real-time status updates are also available through Skulocity. In addition to this fully-integrated data component from Encompass, part photos and easy-to-search parts from a host of other verticals are available to help the service industry expand and take advantage of repair opportunities in adjacent product categories.

Quincy Faison, president of Netsirk Technologies, said Skulocity is an enterprise grade business management system with all the same functionality of SAP Business One, MS Dynamics and Netsuite at a fraction of the cost.

“With Encompass’ extensive understanding of the specialized needs of the aftermarket supply chain, we developed Skulocity as a cost-effective, alternative solution for smaller manufacturers, distributors and repair service companies,” said Faison. “Our software offers the same advanced features and capabilities as much more expensive technology already in the market. Skulocity is ideal for organizations of really any size that need a simple way to manage all facets of their business – from inventory serial number and warranty tracking to service scheduling and dispatching and so much more.”

About Netsirk Technologies
Since 2002, Netsirk Technologies has been an innovator in Small Business ERP Solutions with customers around the world. With the release of their flagship Skulocity solution, they’ve quickly become an industry leader of cloud business management solutions that empower small and mid-size businesses to streamline business processes and accelerate growth. Skulocity is built on the world’s best cloud technology that’s simple, powerful, scalable and affordable for companies of all sizes. Skulocity delivers a suite of fully-integrated business management applications, such as Financials, CRM, Sales Force Automation, Warehouse Management, Inventory Planning, Service & Repair, and e-commerce on a robust and flexible platform. For more information, please visit skulocity.com, follow us onFacebook or call 800.800.1047.

About Encompass Supply Chain Solutions, Inc.
Encompass is a market leader in forward and reverse supply chain management and high-tech repair services for a diverse and expanding range of consumer electronics, computer, major appliance and imaging products. Encompass provides end-to-end solutions for OEMs, retailers, independent dealers and third-party administrators.

Encompass manages all stages of the product lifecycle, including finished goods and replacement parts logistics, board repair and product refurbishment services, returns management, asset value recovery and eco-friendly disposal. For more information, please visitencompass.com and encompassparts.com and follow us on Facebook , LinkedIn and Twitter.

Contact: Kristin Hurst
Director of Marketing
Ph: 954.474.0325
khurst@encompass.com