The Group IT Conference Focuses On The Power Of Collaboration

GRAPEVINE, Texas and STAUNTON, Va. — The Automotive Parts Services Group (The Group), a joint venture owned by Federated Auto Parts and National Pronto Association, recently held a four-day Information Technology (IT) Conference to review the progress of current technology initiatives and formulate future plans and objectives.

Future IT needs addressed

“We are always looking for ways to collaborate and add value for our members, suppliers and customers,” said Larry Pavey, CEO of The Group. “This IT Conference brought together talent from both Pronto and Federated and resulted in a roadmap to address future technology needs and take advantage of the opportunities technology presents.”

In attendance were senior management from The Group, Federated Auto Parts and National Pronto Association, including Federated CEO Rusty Bishop and Pronto CEO Bill Maggs. Several members of Pronto and Federated also participated, including Herb Godschalk, co-president of Fisher Auto Parts and Robert Pesiri, chief technology officer of Parts Authority.

“A primary goal of The Group is to work together to find ways to improve productivity and profitability for all constituents,” said Maggs. “Through collaboration, we can leverage technology to enhance efficiency throughout the supply chain. We are dedicated to being the best in the industry.”

The Group IT Conference included discussions on a number of key topics, including data management and improved communication with members and suppliers; customer relationship management; electronic catalog enhancements; information integration and enhancement; data warehouse and member support; supplier data analytics; shop connectivity; and other customer support and integration issues.

“Technology has quickly become one of the most important areas of focus for our members and suppliers,” said Bishop. “While we already have many processes in place, our ongoing joint effort continues as we develop new systems and enhance current procedures to address member and customer needs. We look forward to continued success in this area.”

“By combining the strengths of both groups and focusing on how we can work together to improve, we can all benefit from the power of data management and availability,” said Pavey. “As we look to the future, our ability to integrate technical information, catalog data, labor costs and other information into a seamless connectivity model will enhance the value of our members’ services and our suppliers’ parts.”

About Automotive Parts Services Group

The Automotive Parts Services Group, also known as The Group, is a joint venture of the Federated and Pronto program groups on behalf of their respective members, creating one of the largest automotive parts supply networks in North America. For more information, visit www.TheGroupAPSG.com.

About Federated

Federated Auto Parts, headquartered in Staunton, Virginia, is one of the largest auto parts distribution and marketing organizations in North America. Federated is dedicated to supporting its customers with quality name brand parts, programs designed to grow their businesses, and experienced people who are knowledgeable in today’s evolving automotive technology. For more information, visit www.FederatedAutoParts.com.

About Pronto

National Pronto Association is a North American organization headquartered in Grapevine, Texas and consisting of 92 shareholder owners. Pronto was formed in 1979 and is a leading automotive program distribution group with a focus on marketing, technology and buying. The group is a founding member of 1Parts Global Aftermarket Services, headquartered in Brussels, Belgium. Pronto members distribute name brand, OE and Pronto exclusive brand products. Pronto members are located in Canada, United States, Mexico and Puerto Rico. For more information, visit www.Pronto-Net.com.

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.

Social Connect

Resources

Our Brand Family

The Group IT Conference Focuses On The Power Of Collaboration

In attendance were senior management from The Group, Federated Auto Parts and National Pronto Association, including Federated CEO Rusty Bishop and Pronto CEO Bill Maggs.