Automotive Distribution Network Honors Epicor As Technology Partner Of The Year

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Automotive Distribution Network Honors Epicor As Technology Partner Of The Year

Epicor received the award during the 2018 Network National Convention in Orlando, Florida, in recognition of its contributions to member success through leading-edge business management software, electronic catalog solutions and industry data analytics.

Counterman Staff
By Counterman Staff
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AUSTIN, Texas – Shareholders and members of the Automotive Distribution Network (The Network) recently honored Epicor Software Corp. as the program group’s Technology Partner of the Year.

Epicor received the award during the 2018 Network National Convention in Orlando, Fla., in recognition of its contributions to member success through leading-edge business management software, electronic catalog solutions and industry data analytics.

“Epicor is a partner in every sense of the word,” said Tom Frey, vice president of information technology, The Network. “They offer the best point-of-sale (POS) application catalog in the industry. Their Epicor Vista inventory-modeling tool has been a tremendous resource, helping our members stock the right parts in the right places. And they provide dedicated representation that helps make a positive difference every day.”

Frey also cited the partnership with Epicor in developing Stratus, a comprehensive, hosted enterprise solution for Network members. Stratus includes POS, distribution management, accounts payable, general ledger and other functionality. The solution is integrated with The Network’s NetIntell data warehouse and includes WebShop connectivity to service dealers.

Developed and implemented in 2012 in partnership with Epicor, The Network’s NetIntell data warehouse is used by more than 100 member companies and “is part of almost everything we do,” Frey said.

“We use it for central billing, rebate reporting and promotions management,” Frey added. “Its value continues to increase every year.”

More than 400 Network member employees also use the Epicor-powered Customer Insight mobile sales and customer relationship management solution. The tablet-based app enables users to better manage their relationships with key service accounts.

“It’s especially rewarding to be honored by an organization like The Network, whose members clearly understand the role modern technologies can play in helping to ‘grow beyond’ traditional business constraints,” said Scott Thompson, senior vice president, automotive and business services, Epicor. “Tom and his team play an invaluable role in helping Network members find and apply solutions that can lead to stronger growth, improved profitability, and increased customer satisfaction and loyalty.”

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
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This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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