Press Releases

18 Dec

How Encompass Continues to Transform the Appliance Repair Industry with Parts Prediction and First Time Repairs

By Robert Coolidge, President – Encompass Supply Chain Solutions, a PartsTown Unlimited Company

In the home appliance repair industry, profitability depends on one critical factor, diagnosing and repairing the issue right the first time. Every incorrect part ordered, unnecessary return, or second service trip cuts directly into profit margins for all involved. That means if a technician misdiagnoses an issue, the cost of the additional visit, lost labor, and lost time all fall on the provider.

Unfortunately, diagnosing appliance failures before the first visit can be extremely challenging. Phone-based troubleshooting is limited, and customers often describe symptoms inaccurately. A handful of manufacturers, such as GE Appliances, have introduced connected diagnostic tools, like SmartHQ™ Service, that interface directly with the appliance to identify the problem. Most service technicians still rely on experience and best guesses. This creates an environment where “over-ordering” of parts becomes a safeguard and that leads to high return rates, wasted freight dollars, and reduced profitability for both service companies and parts distributors.  Many manufacturers continue to work on tools and other solutions to help improve troubleshooting and parts identification.

The Real Cost of Returns in Appliance Repair

Returns don’t just affect inventory; they negatively impact the entire supply chain and repair process. Each return triggers multiple costs: double freight and handling, warehouse labor, restocking, inflated parts demand and potential write-offs for parts that can no longer be resold. For service providers, it means fewer billable hours, reduced productivity, and frustrated customers. For distributors, that means lost margin and increased complexity. Over time, these inefficiencies add up to significant profit erosion across the entire industry.

In the field, some returns can also cause repeat service calls or rework due to intermittent failures that may be connected to multiple parts. It’s important for technicians to carefully evaluate whether a part should truly be returned or retained. In some cases, installing a part already on hand that may work with other components could ultimately improve the overall health and reliability of the product and reduce future warranty repair costs or return visits (Repeat Failures). However, in other cases, returning the part helps lower the overall warranty costs and maintains lean truck stock inventory.  Striking this balance is essential because repeat calls not only increase operational costs but also damage brand loyalty and customer satisfaction, two key metrics for long-term success.  (For tools to manage truck stock, download our EZStock™ app from the App Store or Google Play)

The Root Cause: Limited Diagnostic Tools and Training

The appliance repair industry faces a growing technician shortage, and most of today’s technicians receive limited formal training. Many rely on on-the-job learning and trial-and-error approaches that lack consistent diagnostic accuracy. Without robust OEM-provided data or diagnostic support, part identification often comes down to guesswork. That reality has made first-time fix rates one of the most important performance metrics in the service industry and one of the hardest to improve.

How Encompass and Parts Town Are Changing the Game

Encompass Supply Chain Solutions, a Parts Town Unlimited company, is tackling this challenge head-on through advanced technology, robust training, data intelligence and OEM collaboration. With one of the largest inventories of genuine OEM appliance parts in North America, Encompass supports leading brands such as Samsung, Whirlpool, GE Appliances, Electrolux, Bosch, Beko, and many others. But Encompass isn’t just about having parts in stock, it’s about helping technicians select the right parts before the first visit.

Leveraging data from millions of successful repairs, Encompass has developed tools and part recommendation systems that use historical repair outcomes and reason codes to predict the most likely parts needed for a specific model and symptom. These technologies guide technicians toward accurate part selection, dramatically improving first-time repair success rates while reducing unnecessary returns, trip charges, and warranty claims.

Encompass also provides integrated APIs that connect directly with leading claims management systems, enabling service providers and manufacturers to monitor, reconcile, and manage returns in real time. This seamless data integration helps eliminate manual reconciliation, improves visibility across the service chain, and ensures faster recovery on warranty credits, creating a more connected, efficient ecosystem for both OEMs and service providers.

At the same time, Encompass continues to make it easy for service providers to retain parts locally through flexible return programs, simplified online ordering, and intelligent stocking recommendations. The result is fewer repeat calls, reduced warranty expense, and improved profitability across the service network.

Meanwhile, OEMs continue to invest heavily in next-generation diagnostic tools and IoT-based applications designed to enhance the accuracy of appliance diagnosis. As connected appliances become more intelligent, these tools will only improve in precision and reliability. But until that evolution reaches full maturity, distributors like Encompass Supply Chain Solutions will continue to lead the way in parts predictability, using historical success data from real-world repairs to help service professionals fix it right, the first time.

Driving Profitability Through Innovation

When technicians get it right the first time, everyone benefits. Service providers save time and increase profitability by avoiding unpaid second trips. Distributors reduce freight and return costs, while maintaining cleaner inventory data. OEMs enjoy higher customer satisfaction and brand loyalty. Most importantly, consumers experience faster, more reliable repairs, building trust and confidence in the brands they rely on every day.

Encompass’ continued investment in technology, connectivity, and customer-focused innovation reflects its mission to make appliance repair simpler, smarter, and more profitable for the entire ecosystem. By reducing returns, improving diagnostic accuracy, and increasing first-time fix rates, Encompass is not only transforming operations, but they are also setting a new benchmark for service excellence in the appliance repair industry.

#Encompass #PartsTown #SupplyChain #ApplianceRepair #Innovation #FirstTimeFix #ReturnsReduction #ServiceExcellence

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29 Oct

Encompass and ServicePower Partnership Transforms Appliance Service Jobs

Lawrenceville, GA, October 29, 2025 – Encompass Supply Chain Solutions, a division of Parts Town Unlimited and the largest supplier of original equipment manufacturer (OEM) replacement parts in North America, today announced a strategic integration with ServicePower, a leading field service management platform. This collaboration enables service providers to seamlessly manage jobs and parts procurement on a single platform, streamlining workflows, reducing repeat visits, and elevating customer satisfaction.

All the Tools in One Portal

Through this integration, service technicians never need to leave the ServicePower job portal. All job details, parts ordering, and updates stay in one place, increasing accuracy, and efficiency.

Key benefits include:

  • Seamless Job Management: All job details remain in the ServicePower job portal, eliminating extra logins and wasted time.
  • End-to-End Part Researching and Ordering: Order parts, track orders, select shipping, and access photos, exploded BOMs, and schematics, all without leaving the dispatch screen via Encompass parts APIs.
  • Direct OEM Mapping: Access the exact model, BOM, and OEM parts tied to the job at hand for faster, more accurate repairs.
  • Flexible Fulfillment: Ship parts directly to the homeowner, service center, remote tech, or alternate location of choice directly from Encompass with notifications on ship and delivery times.
  • Automated Job Updates: Jobs are automatically linked with part order status, eliminating unnecessary client calls and enabling rescheduling.
  • Industry-Leading OEM and Home Warranty Integrations: Encompass leads the market with deep integrations across top manufacturers, including GE Appliances, LG Electronics, Beko, many additional Warranty companies, and Big Box retailers.
  • Full Lifecycle Support: Model/part research, order creation and edits, revisions, automated status updates, and returns processing are all managed within the ServicePower job screen.

The Encompass Advantage: Scale, Service, and Speed

Encompass delivers unmatched service levels backed by the largest OEM replacement parts footprint in North America. Powered by cutting-edge robotics, automation, and AI-driven tools, Encompass continues to set new standards for speed, precision, and efficiency.

“At Encompass, our mission is to make parts procurement and service execution as seamless and efficient as possible,” said Robert Coolidge, President & CEO of Encompass Supply Chain Solutions. “Encompass is directly integrated into more warranty systems and service business management software than any other parts distributor, and this integration with ServicePower further strengthens that leadership. It puts the industry’s largest OEM parts inventory, most advanced automation, and AI-driven tools directly into the hands of technicians—helping them save time, reduce callbacks, and deliver first-time repairs that delight homeowners and strengthen OEM brand trust.”

Innovation That Improves First-Time Repairs

Encompass’s AI-enhanced search and intelligent BOM mapping tools help technicians quickly identify the right OEM parts for every job. By combining ServicePower’s dispatch capabilities with Encompass’s deep parts catalog and real-time status updates, service organizations can increase first-time fix rates, reduce costly repeat trips, and improve customer confidence.

“ServicePower is committed to empowering service providers with the technology they need to drive operational excellence,” said Frank Gelbart, CEO of ServicePower. “By partnering with Encompass, we’re giving technicians one of the most powerful tools available: instant access to the right OEM parts, real-time order visibility, and simplified logistics—all from within the ServicePower platform. Together, we’re helping service organizations increase efficiency, control costs, and enhance the customer experience.”

# # #

About Encompass Supply Chain Solutions

Formed in 1953, Encompass is the country’s largest supplier of repair parts and accessories for products throughout the home including Home Appliance, HVAC, Consumer Electronics, Lawn & Garden, Mobile, and Power Tools. Encompass also offers complete parts supply chain management, 3PL, depot repair and reverse logistics service. In addition to consumers, we support an array of B2B customers, including manufacturers, multi-family property management, warranty providers, service networks, independent dealers and retailers.

In 2022, Encompass was acquired by Parts Town Unlimited to expand its residential parts division. For more information, please visit solutions.encompass.com and follow us on LinkedIn and Facebook.

About ServicePower

ServicePower is a global leader in AI-powered field service management software, helping enterprise organizations drive operational and cost-saving efficiencies. With end-to-end optimization of workforce productivity, its solutions deliver real-time scheduling, intelligent automated contractor dispatch, and enhanced customer, contractor, and employee experiences. Trusted by Fortune 500 companies, including GE Appliances, LG, Electrolux, Hisense, and AIG, ServicePower is the only cloud-based platform that seamlessly manages both employed and contracted workforces to drive improved first-time fix rates, reduced drive times, higher CSAT, and fast ROI. With integration across CRM, ERP, and IoT systems, ServicePower is a scalable, intelligent field service solution that transforms field operations and elevates the end customer journey. The company is headquartered in McLean, Virginia, and operates across the US and EMEA. For more information, visit servicepower.com.

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13 Oct

Leadership in Distribution: It’s Not About Trucks or Technology – It’s About People

By Robert Coolidge, President – Encompass Supply Chain Solutions, PartsTown

Leadership in distribution isn’t about trucks, warehouses, or fancy systems; it’s about people. After more than 35 years in OEM parts distribution and supply chain, I’ve learned that the leaders who win don’t just manage…they adapt, invest, innovate, and build relationships that last.  Most importantly, they treat leadership as a responsibility, not a title.  These lessons have shaped my career and continue to guide how I lead at Encompass and Parts Town today.

My journey began in the family business, coding ERP systems for Vance Baldwin Electronics. We were a small local distributor, and grit, hustle, and customer obsession took us national. Later, with Encompass, I helped shape one of the largest OEM distributors in North America. That path included private equity partnerships, technology revolutions, and a few programs that could have gone sideways if not for the right people. Through every challenge and success, one truth has remained constant: distribution succeeds because of people, their passion, collaboration, and resilience.

Change is constant in this industry. From evolving technologies and shifting customer expectations to global disruptions, leaders can’t afford to resist it… they must embrace it. The best way to lead through change is by providing clarity, setting direction, and building trust.   When teams understand the “why,” they rally behind the “how.”

Processes and technology can scale a company, but only people make it thrive. Investing in training, culture, and development creates teams that think like owners and solve problems with creativity and urgency no manual can replicate. Great leaders encourage their people to think like entrepreneurs to take the initiative, challenge assumptions, and look for better ways to serve customers and grow the business. When team members are empowered to think beyond their job descriptions, innovation accelerates, and accountability deepens.   Empowered people build great companies.

Innovation is everywhere such as AI, automation, robotics, and predictive analytics, but none of it replaces the basics: accuracy, speed, and service. The companies that win are those that innovate without losing sight of fundamentals. Customers remember how well you deliver; not what technology you used to do it.

Trust, transparency, and accountability drive long-term relationships. Be honest, do the right thing even when it’s hard, and you’ll turn customers into partners and partners into allies. That’s how you build a business that endures.

Leadership itself is not a title but a responsibility. It’s about stepping forward first and creating an environment where others succeed. Great leaders listen, empower, and elevate their teams. They promote a culture where everyone feels ownership — where people are trusted to make decisions, think creatively, and act with the company’s best interests in mind.   Titles may open doors, but actions inspire people to follow.

Looking ahead, distribution is evolving faster than ever. Leaders now have the opportunity not just to build companies but to shape how products and services reach the world.  The lesson that matters most is simple: leadership will always be about people first, strategy second, and legacy always. Warehouses and systems will evolve, but leadership that empowers and inspires will always endure.

Leadership isn’t only about what you achieve — it’s about how you help others achieve theirs. One of the greatest privileges of leading is the chance to pass it forward: sharing lessons, opening doors, and creating opportunities for others to thrive. By mentoring, celebrating wins, and investing in people’s potential, leaders create cultures where growth and success are shared.

At Encompass and Parts Town, we don’t just move parts – we build culture, drive innovation, and invest in people. I’m deeply grateful for those I’ve worked alongside while building something remarkable; not just a great business, but a community grounded in trust, teamwork, and purpose. Because great companies don’t just move products — they move people.

#Leadership #SupplyChain #Distribution #PartsTown #Encompass #OEMParts #HomeApplianceParts #HVACparts

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01 Oct

Adapting HVAC for the Next Generation: Insights for a Shifting Industry

Encompass’s Scott Pierson and HVAC Know It All’s Gary McCreadie explore the intersection of workforce, technology, and ethics in HVAC

 

Written by Alec Stevanovski, from HomePros. This story was written in partnership with Encompass — by Scott Pierson

The HVAC industry is undergoing a generational and technological transformation. As seasoned professionals retire and digital natives enter the workforce, the way we train, operate, and serve customers must evolve.

In a recent conversation with Gary McCreadie — technician, educator, and founder of the “HVAC Know It All” brand — we explored the intersection of workforce development, technology, and business ethics. The takeaways are clear: The future belongs to those who can adapt with integrity.

Bridging the Generational Divide

The skilled labor shortage isn’t new, but its root causes are shifting. Gary points out that traditional training methods — often rigid and hierarchical — don’t resonate with today’s younger workforce. “Yelling doesn’t work anymore,” he says. “You have to lead with empathy and mentorship.”

Younger technicians value mental health, collaboration, and digital fluency. They’re used to solving problems with chatbots and YouTube, not manuals and memorization. That’s not a weakness — it’s an opportunity. Contractors who modernize their training culture and embrace peer learning will be better positioned to attract and retain talent.

Technology: Efficiency vs. Expertise

Digital tools are reshaping the HVAC landscape. From QR code-based parts ordering to AI-driven diagnostics, the supply chain is becoming faster and more automated. As noted in our discussion, the Amazon model is coming to HVAC — technicians will soon expect to scan, order, and receive parts without ever stepping into a distributor’s office.

But Gary offers a cautionary note: “Technology can make us faster, but it can also make us forget how to think.” Like GPS, it’s great until it fails. The challenge is to balance efficiency with foundational skill development. We must ensure that the next generation knows not just what to do, but why it works.

From Sales Pressure to Solution Focus

One of the more concerning trends is the shift toward aggressive sales tactics, particularly in residential HVAC. Gary attributes this to private equity influence and a growing emphasis on revenue over relationships. “We’re training techs to sell, not to solve,” he warns.

The antidote? Ethical service rooted in diagnostics. When technicians use tools to identify real issues and offer genuine solutions, they build trust — and long-term customer loyalty. In a market flooded with options, integrity is a competitive advantage.

The Informed Consumer: Friend or Foe?

Today’s customers are more educated than ever. They’ve read the reviews, watched the videos, and compared the brands — before you even arrive. This can lead to better conversations, but also more pushback.

Gary emphasizes the importance of technical rigor. “You can’t size a system by rule of thumb anymore,” he says, recalling his own experience with an oversized unit that led to comfort issues. Proper load calculations and building science aren’t optional — they’re essential.

Business Tools for the Modern Contractor

Running a business today requires more than a wrench and a truck. CRM platforms like Jobber and ServiceTitan are helping contractors streamline operations, automate follow-ups, and enhance the customer experience.

Gary also highlights tools like XOi, which enable real-time support between senior and junior techs. This kind of knowledge sharing not only improves service quality — it builds a culture of continuous learning.

Private Equity and the Future of HVAC

The influx of private equity is changing the game. Consolidation is accelerating, and new models like equipment rental programs are gaining traction. While these can offer affordability, they also risk shifting the focus from service to sales.

Gary’s advice? Stay grounded. “Don’t lose sight of what matters — correct sizing, ethical practices, and technical excellence.” These are the pillars that will sustain your business, no matter who owns the competition.

Conclusion: Adaptation with Integrity

The HVAC industry is at a crossroads. The companies that thrive will be those that embrace change without compromising their values. That means:

  • Modernizing training to meet the needs of a new generation
  • Leveraging technology without losing core skills
  • Prioritizing ethics over short-term gains
  • Educating customers with clarity and confidence

As Gary and I discussed, the future isn’t about choosing between tradition and innovation — it’s about integrating both to deliver lasting value. The next generation is watching. Let’s give them something worth inheriting.

 

Listen to the full conversation: Apple, Spotify

Scott Pierson is a vice president for Encompass Supply Chain Solutions, an affiliate of Parts Town and a company currently revolutionizing how the HVAC industry accesses repair parts. 

Pierson has more than 20 years of senior management experience, including over a decade of leading strategic development and plan execution at national HVAC wholesalers, original equipment manufacturers, and trades-focused technology developers.

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22 Aug

It Starts with Parts®—and it grows with leaders like Corey Gibson!

Our very own Corey Gibson has received a well-deserved promotion!

It Starts with Parts®—and it grows with leaders like Corey Gibson.

We are proud to announce that Corey Gibson has been promoted to Manager of Customer Partnerships.

Corey has been a force as a Territory Sales Manager, building trusted relationships across the West Coast. In his new role, he will continue leading his territory while also managing our Territory Sales Managers nationwide.

“Corey brings the perfect mix of passion, leadership, and vision. He has already elevated our customer partnerships, and I have no doubt he will continue to deliver even greater results in this new role.” — Jack Webner, Director of Customer Partnerships

When he is not driving partnerships, you can find Corey on the golf course, exploring national parks with his dog, or enjoying the great outdoors.

Heading to PSA in Vegas? Stop by booth 41-55, say hello to Corey, and see how Encompass is powering the repair industry.

Congratulations, Corey. We are excited for all that is ahead!

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18 Aug

Parts Town Unlimited Secures Place on Inc. 5000 for 17th Consecutive Year

Parts Town Unlimited, announces its recognition by Inc. Magazine as one of the fastest-growing companies in the U.S. for the 17th consecutive year.

ADDISON, IL, Aug. 14, 2025 /PRNewswire-PRWeb/ — Parts Town Unlimited, the leader in the high-tech distribution of commercial kitchen parts, HVAC parts, residential appliance parts and related services, today announced its recognition by Inc. Magazine as one of the fastest-growing companies in the U.S. for the 17th consecutive year.

This ongoing achievement reflects nearly two decades of exceptional growth, sustained momentum, and unwavering excellence across the business. Parts Town Unlimited earned its rank in this year’s list by reporting record revenue of $2.5 billion in 2024, driven by strong performance in its core Parts Town business and growing momentum in areas like HVAC parts and residential appliance parts.

“Being named to the Inc. 5000 for 17 straight years is a great recognition for our team members whose commitment to our core values has enabled our extraordinary growth,” said Steve Snower, 6th Man, AKA Executive Chairman. “Our culture continues to be our biggest differentiator, driving our growth and innovation. As we look ahead, we’ll continue to grow the right way by staying true to our values and supporting our team, our manufacturer partners and our customers.”

Parts Town Unlimited has expanded to include 49 brands across 147 global locations serving 171 countries and has grown to more than 5,500 team members worldwide. This year, the company launched its “Town Shares” program, offering ownership to all team members so they can directly share in the value they help create. The company has also continued to invest in its technology and operations, expanding same-day delivery service, enhancing digital tools and AI capabilities and maintaining industry-leading service levels.

The year also marked key leadership additions, including Bill Geary joining as CEO, with Snower moving into the role of Executive Chairman for Parts Town Unlimited.

“I’m thrilled to join Parts Town Unlimited during such an exciting time,” said Geary. “This team has built something truly special – an organization powered by strong values, a deep commitment to service and a strong passion for growth. The results speak for themselves, but what’s even more impressive is how those results are achieved. I’m looking forward to building on this momentum together as we continue to grow and innovate well into the future.”

Complete results of the Inc. 5000, including company profiles and an interactive database that can be sorted by industry, region, and other criteria, can be found at www.inc.com/inc5000.

Media Contact

Katie Whorton, Parts Town Unlimited, 1 4045699901, katie.whorton@finnpartners.com, partstown.com

 

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22 Jul

AI Is Changing the Game in Parts Distribution!

Artificial intelligence is no longer a futuristic idea; it’s rapidly becoming embedded in the infrastructure of global commerce. For the home appliance and HVAC parts industry, this marks a turning point. AI is not just changing how we search for parts; it’s reshaping how problems are diagnosed, repairs are guided, and how customers expect information to be delivered. Encompass is not only adapting to this shift; we are helping define it.

Across our industry, many organizations use AI for surface-level gains: automating basic service responses, generating generic content, or suggesting simple product pairings. These initiatives offer short-term value, but they miss the larger opportunity. At Encompass, we believe the true value of AI is unlocked not by using it, but by becoming the source it learns from.

Most AI tools in use today are built on publicly available data, which means their outputs often sound the same, even across different brands. In a crowded marketplace, this creates commoditization. Differentiation will no longer come from being faster or cheaper; it will come from being the expert that AI systems rely on to make decisions.

This is where Encompass takes a fundamentally different approach. We are building a foundation designed not only to serve human users but also to instruct AI systems, including emerging Large Instruction Models (LIMs), with deep, accurate, and structured content across our catalog, service workflows, technical documentation, and warranty resolution paths.

LIMs represent the next generation of AI tools that don’t just answer questions but perform expert-level tasks by following trusted instructions. They don’t rely on simple keyword matching; they depend on curated instruction sets, manufacturer-specific logic, and structured data. At Encompass, we are actively enriching our catalog and content ecosystem to support this evolution: from comprehensive parts diagrams and compatibility charts to step-by-step troubleshooting flows, service bulletins, installation support, and interactive tools that make complex data consumable by both people and machines.

This matters because user behavior is changing. Consumers, service providers, and field technicians aren’t just typing SKU numbers; they’re asking natural-language questions like, “Why isn’t my LG washer draining?” or “What’s the right board for a 2019 Samsung refrigerator?” When these questions are asked through AI-powered platforms, the systems will look for reliable, well-structured content to provide the answer. If your business hasn’t invested in that content, it’s invisible.

At Encompass, we’ve prioritized becoming visible in these new digital channels, not just through search rankings, but through direct integration into the intelligence layer itself. We’re building the infrastructure that enables AI platforms to point customers, partners, and technicians to us because we are the ones helping them solve the problem.

This approach extends far beyond product listings. We treat our product data, service manuals, return policies, technical support scripts, and even field insights as strategic assets, assets that help power AI-driven decisions. We are structuring this information to be consumed not only by humans but also by the systems that will increasingly guide how service and commerce are conducted.

This also creates a better experience for our customers and OEM partners. By embedding knowledge into the fabric of our ecosystem, whether through API integrations, guided triage modules, or warranty validation tools, we are reducing friction, increasing accuracy, and speeding up resolution time. The result is not just output efficiency, but deeper trust and reliance on Encompass as the single source of truth for service parts and support.

Looking ahead, AI will increasingly determine how service is initiated, how parts are selected, and where consumers and technicians turn for solutions. If your company’s expertise isn’t embedded in that process, you’ll be bypassed. But if you become the source that AI systems are trained on and respond with, your company becomes the digital front door to your entire industry and the gateway consumers and repair dealers.

Encompass is not simply preparing for this future; we are helping to shape it. We are aligning our content, systems, and partnerships to ensure that when someone asks a question, whether it’s typed, spoken, or triggered by a machine, the answer leads back to us.

The companies that will lead in this next chapter are those that stop treating AI as a tool and start treating it as a channel of trust, one that needs to be trained, fed, and guided with precision. That is what Encompass is doing today: not just participating in the AI revolution but building the framework that ensures AI works for our customers, our partners, and the future of service.

Be the source. Set the standard. Lead the industry.

 

For more information, visit www.encompass.com and www.partselect.com

—
Robert Coolidge
President & CEO, Encompass Supply Chain Solutions

 

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24 Apr

Turning Tariffs into Opportunity: How the Trade War Can Boost the Appliance Parts Business

By Robert Coolidge, President & CEO, Encompass Supply Chain Solutions

As global trade tensions escalate and tariffs drive up the cost of finished goods, manufacturers and consumers alike are feeling the squeeze. But amid these economic headwinds lies an often-overlooked opportunity—particularly for the parts and repair industry. At Encompass, we see this as a pivotal moment to redefine the value of repair in the consumer mindset.

Rising Costs Are Redefining Consumer Behavior

With tariffs inflating the price of appliances, electronics, and other imported finished goods, the gap between the cost of repair and replacement continues to widen. Consumers are reassessing discretionary purchases, opting to repair rather than replace when the numbers make sense—and more often than not, they do.

That brand-new refrigerator or flat-screen television doesn’t seem quite so essential when the cost to repair is a fraction of the replacement price. This shift is creating tailwinds for the appliance parts business and paving the way for a more repair-friendly economy.

The Digital DIY Revolution

Technology is also empowering consumers to take repair into their own hands. E-commerce platforms, how-to videos, and detailed parts diagrams are making it easier than ever for consumers to identify, purchase, and install parts themselves.

At Encompass, we’re investing heavily in tools and platforms that simplify the entire repair process—from intuitive search features to technical support that guides consumers every step of the way. The DIY demographic has expanded far beyond hobbyists; today’s consumers are embracing repair with growing confidence and capability.  While DIY is here to stay it’s important for OEMs, Parts Distributors and contractors to promote the benefits of trained, licensed professionals.

OEMs Embrace the Repair Economy

This transformation is not limited to consumers. OEMs are increasingly recognizing the value of supporting extended product lifecycles—not just for cost efficiency, but for sustainability and customer satisfaction. Warranty providers and retailers are also adapting, leaning on supply chain partners like Encompass to streamline part availability and improve repair success rates utilizing OEM original parts.

The result is a repair ecosystem that benefits everyone: manufacturers protect their brand, consumers save money, and the environment avoids unnecessary waste.

Board-Level Repair: A Strategic Advantage for OEMs

A particularly impactful solution within this movement is board repair and core recovery. At Encompass, we work closely with manufacturers under direct engineering oversight to safely repair and recirculate high-value electronic components.

Board repair not only extends the life of products—it also provides a powerful alternative to expensive new part production, reducing exposure to raw material shortages and tariffs. This model supports OEMs in maintaining quality control, minimizing waste, and meeting sustainability goals particularly where parts are no longer available.

Protecting Against Gray Market Threats

Equally important is the protection board repair programs and affordable OEM parts offer against unauthorized gray market parts. Unvetted suppliers can flood the market with substandard components, undermining product performance and eroding brand trust.

Our OEM-certified repair processes ensure every refurbished part meets the contract manufacturers original specifications. This commitment to quality preserves both safety and customer satisfaction while helping manufacturers maintain control over their product ecosystem.  This service is only offered to our OEM partners that are committed to maintaining their products with the utmost quality control.  Visit https://solutions.encompass.com/repair-service/ for more information.

A Greener, More Resilient Supply Chain

Repairing over replacing doesn’t just make financial sense—it’s a critical part of building a greener, more resilient supply chain. By reclaiming and repairing OEM part cores, we reduce e-waste, conserve resources, and support a circular economy.

Tariffs may be disrupting traditional business models, but they also present a chance to realign with smarter, more sustainable strategies.

Looking Ahead

For Encompass and the OEMs, contractors and consumers we serve, the future is bright. Tariffs may be a headwind for finished goods, but they’re a tailwind for repair. This is our opportunity to lead a repair-first movement—where affordability, sustainability, and quality come together to meet the evolving needs of today’s consumers.

We’re just getting started.  For more information, visit www.encompass.com and www.partselect.com

—
Robert Coolidge
President & CEO, Encompass Supply Chain Solutions

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21 Apr

Repairing for a Greener Future Starts with Us

By Robert Coolidge, President & CEO, Encompass Supply Chain Solutions

As Earth Day approaches, we’re reminded that the choices we make today will shape the world we leave for future generations. For leaders across industries, it’s an opportunity to reflect on how we can collectively address the growing environmental challenges of our time. In the replacement parts supply chain, these challenges are particularly pressing.

The rise of a “throwaway” culture has led to an alarming increase in electronic waste. According to the United Nations, the world generates over 50 million metric tons of electronic waste annually, yet only about 20% is recycled properly. The rest is discarded, often improperly, contributing to overflowing landfills, resource depletion, and environmental degradation. While this is a systemic issue, it also presents a profound opportunity to rethink how we approach product life cycles—particularly through the lens of repair versus replacement.

At Encompass, we believe sustainability and operational excellence aren’t mutually exclusive—they are inherently connected. Repairing products, rather than replacing them, has a significant impact on reducing waste, extending the lifecycle of valuable materials, and minimizing the environmental footprint of manufacturing and logistics. This is why we advocate for creating an ecosystem where repair is not just an option but the preferred choice.

However, this shift requires more than just individual actions. It requires a collaborative, industry-wide approach. For repair to become the go-to solution, manufacturers, distributors, service providers, and repair technicians must work together to make repairs more accessible, efficient, and cost-effective. Innovation in product design, increased availability of quality parts, and better logistical coordination can make the repair process smoother and more attractive for consumers and businesses alike.

In addition, data and technology play a pivotal role in this transformation. Smarter forecasting tools, AI-driven inventory management, and predictive analytics can enable a more sustainable, circular supply chain. By leveraging these technologies, we can predict demand more accurately, reduce excess stock, and optimize parts distribution to ensure that repairs happen more quickly and with less environmental impact.

The solution to our environmental challenges lies in collaboration and smart innovation. By investing in technologies that enhance the repair process and fostering partnerships across industries, we can create a sustainable, circular economy that benefits consumers, businesses, and the planet.

Repairing products is not just good for the environment—it’s also good for business. It builds trust with customers, reduces costs, and helps companies stay resilient in an increasingly volatile world. As we look to the future, it’s clear that the circular economy will become an essential part of every industry’s operation.

On Earth Day and every day, we must renew our commitment to sustainability. The choice to repair instead of replacing is a powerful step toward a greener, more resilient future.

—
Robert Coolidge
President & CEO, Encompass Supply Chain Solutions

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10 Apr

Encompass Supply Chain Solutions LLC named primary parts distributor in relation to home appliances for IKEA Supply AG in US and Canada

Lawrenceville, Ga., April 10, 2025 – Encompass Supply Chain Solutions, LLC (“Encompass”) the residential division of Parts Town Unlimited and leading provider of replacement parts and supply chain solutions for a diverse range of product brands, today announced its partnership with IKEA Supply AG  (‘IKEA Supply’) for parts support for both warranty and non-warranty in relation to home appliances for IKEA customers in the US and Canada.

Under the partnership, Encompass will play an important role in the IKEA Supply parts distribution operations, including legacy inventory management, procurement, warehousing, pick-pack-ship, returns, and warranty/non-warranty support. This collaboration will be supported through application programming interface (API) integration between the two companies, enabling efficient service operations and enhanced consumer experience. Encompass will ensure that all parts, bill of materials (BOM) data, pricing, and other necessary materials are readily available to support home appliances sold to IKEA customers in US and Canada.

“We are excited to have been chosen as the primary distributor for IKEA Supply for parts support for both warranty and non-warranty in relation to home appliances sold to IKEA customers in US and Canada”, said Robert Coolidge, CEO and President of Encompass. “Our team is committed to optimize the IKEA Supply spare parts distribution, ensuring that customers and partners experience the highest level of efficiency and satisfaction nationwide.”

 About Encompass Supply Chain Solutions

Formed in 1953, Encompass is one of the country’s largest suppliers of repair parts and accessories for products throughout the home. Encompass also offers complete parts supply chain management, 3PL, depot repair and reverse logistics service. In addition to consumers, we support an array of B2B customers, including manufacturers, multi-family property management, warranty providers, service networks, independent dealers and retailers.

In 2022, Encompass was acquired by Parts Town Unlimited to expand its residential parts division. For more information, please visit solutions.encompass.com and follow us on LinkedIn and Facebook.

 

 

 

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