Federated Member Tri-County Equipment Sales & Service Implements Fuse5 Automotive Software

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Federated Member Tri-County Equipment Sales & Service Implements Fuse5 Automotive Software

The software enables users “to vastly improve their inventory efficiency, forecasting, price points, sales strategies and more, all adding to increased profitability,” according to the company.

Counterman Staff
By Counterman Staff
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Fuse5 Automotive Software (FAS) announced that it has signed Tri-County Equipment Sales & Service of Crossville, Tennessee, on its cloud-based Fuse5 software.

“Late in September, I received a call from Tri-County Equipment Sales & Service company owner (Marshall) Pugh, and he was desperate after months of trying to implement a new system in his business,” said Bill Feld, business development manager for Fuse5 Automotive Software. “They had been hemorrhaging money because of this process in lost sales and inventory issues. There had been many changes to the business over the course of this year and it was immediately apparent that we needed to help Mr. Pugh by improving his systems and software as well as help him get his footing back on solid ground in his highly competitive market.”

Pugh added: “We had recently become a Federated member, which prompted our search for new software. We purchased software that touted a long history in the automotive aftermarket and began implementation in May of this year. Our business model was changing as well. We not only were changing our system, but we also changed from a six-location jobber to a six-location warehouse distributor. Things were not going well. Our inventory was a mess, our sales were down and we had lost unspeakable amounts of money over an extended period of implementation, exceeding the agreed-to delivery dates.

“Coming out of a nationally recognized chain, we simply didn’t know what we didn’t know about the independent market. It was obvious that we made a mistake choosing the system we had. We were stuck and in need of help in the quickest ways imaginable. Then we found FAS. Without getting any help from our former providers to retrieve our data for FAS, the team at Fuse5 Automotive Software was able to get us up and running, essentially saving our business.”

Fuse5 describes its product as a “complete, true cloud business-management system and enterprise resource planning tool.” The software enables users “to vastly improve their inventory efficiency, forecasting, price points, sales strategies and more, all adding to increased profitability,” according to the company.

“From a financial standpoint, Fuse5 Automotive Software’s cost was much less than our former system and gave us a much more powerful solution,” Pugh said. “Couple that with the fact that we went ‘live’ on Fuse5 Automotive Software on Oct. 8 – just a week after that first conversation – we are more than impressed with what (Fuse5 COO) John Bunting and his team did for us to get our company back on track.”

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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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