Pre-filled Purchase Orders
When customers call P&WC Component Solutions to request a part, they need to send a purchase order (PO) to set the process in motion. Sometimes, however, that’s easier said than done, as Kari TerMolen, Customer Service Supervisor, explains.
“An agricultural operator might call us from the middle of a field during crop spraying season. They need a replacement part to get the aircraft back on line and resume their work. But they don’t have a computer handy to fill out and send us a PO right away, and they don’t want to wait until they’re back in their office to start the process,” she explains.
P&WC Component Solutions created a pre-filled purchase order system. Once the customer has explained the situation, an agent fills in the PO form on their behalf and emails it to them to review on their smartphone. All they have to do then is email their consent.
Proactive Stocking of Parts
Naturally, the closer parts are to a customer’s location, the faster they can be delivered when needed. To help optimize the available inventory at each site, P&WC Component Solutions harnesses digital analytics and data mining to optimize parts inventory and logistics to better serve the customer.
“Last year, we introduced new business intelligence tools that allow us to drill down into a vast amount of data and make it easier to identify and visualize part ordering trends,” says Susan.
The insights gained from these tools—combined with new software, automation and algorithms that predict needs by region—have enabled P&WC Component Solutions to shift to a more proactive parts stocking strategy.
Its All About the Data
The custom-designed business intelligence tools track a wide range of metrics, such as AOG times and on-time delivery status. By analyzing this data by engine line, region, part or customer, P&WC Component Solutions can offer more tailored support.
Kari recalls a typical example of how business intelligence is used on a daily basis to enhance service. It involved shipping some parts from the Singapore warehouse to a customer in India.
“Tracking showed us the shipment would take 10 days to arrive using the customer’s preferred shipper, which is quite a long time. We used our business intelligence tools to drill into delivery data from Singapore to India and found that it would be faster to use a different shipper,” she explains. “That allowed us to offer the customer a different option.”