case-study

BACKGROUND

The company operates as an online retailer of aftermarket auto parts to the consumer performance and replacement market. Products are sold from its web sites. It also sells through its 800 number and sales channels of wholesale distributors. The company operates distribution centers from their warehouses in Carson, CA and Norfolk, VA.

WHY AGS?

AGS was selected to replace several regional motor carriers that were handling their home delivery products that exceed the FedEx and UPS Ground size (165 inches in length + girth) and weight (150 pounds) limits.

A key factor that led to the AGS selection was the web tracking visibility on shipment progress and scheduled delivery times that were available to customers.

HOW AGS HELPED

The customer would send an email with the AGS bill number and web address to their customers with delivery information. This innovation eliminated over 100 daily tracking phone calls into their customer service department dramatically improving customer satisfaction.

Their customers could also call the AGS National Call Center 24 hours a day to reschedule a delivery and obtain additional information on the shipment.

The auto replacement and performance parts market is highly service and price competitive with the customer often competing with local retailers. AGS has consistently maintained on time arrival times and price stability through ongoing improvements in processes and cost control.

TRANSPORTATION AND HOME DELIVERY

In 2009, they opened an east coast DC in Norfolk, VA and selected AGS for transportation and home delivery. The scope of work was an extension of the proven service AGS provides from their Carson, CA DC.

AGS also provides offshore home delivery to their customers in Hawaii and Puerto Rico along with Alaska and Canada.

CUSTOMER SERVICE FOR RETURNS

AGS provides them with an easy to use solution for returns that is controlled through the AGS National Call Center and 800 number 24 hour access.