Komatsu has greatly expanded the range of parts that can be ordered through myKomatsu, its online customer portal, to now include parts that are readily available – but may not be in stock in its local distribution centre facilities.
Previously, parts that were not stocked in local Komatsu distribution centres were listed as “out of stock”, and required customers to call the Komatsu Customer Support Centre (KCSC) to order and process them offline.
The company has now improved its offering by allowing customers to purchase the exact part they need, when they need it.
If stock is not available in one of its Australian distribution centres, Komatsu’s KCSC team will source parts from the nearest branch or supplier to ensure customers get their order as quickly as possible.
These can now be processed entirely online, with customers given the option to be contacted about express delivery if it’s required urgently.
By expanding the range of parts that can be ordered through myKomatsu, parts ordering has been further streamlined for customers, says Todd Connolly, Komatsu’s General Manager – Construction Solutions.
“This is another step forward in our drive to ensure that we are always easy to do business with, and helps us deliver a better online experience to our customers,” he says.
“Now, when a customer orders a part that’s not held in one of our local distribution facilities, the transaction is processed just like any other myKomatsu online parts order, and we will manage internally the process of getting those parts to customers as quickly and expeditiously as possible.
“That means significant efficiency gains for Komatsu, which in turn ensures we can further improve our levels of customer service,” says Connolly.
“It means that customers will immediately see far more parts available online, rather than getting the ‘out of stock’ message.”
Previously, “out of stock” orders had to be processed over the telephone, which required more time on the part of customers and Komatsu staff.
Now, by moving to online processing for these orders, customers don’t have to spend any time or effort in making a phone order, and Komatsu is able to significantly reduce the time it takes to process these orders.
“This will also have additional customer benefits by allowing Komatsu Customer Support Centre staff to focus on other areas of service and technical support,” Connolly says.
“An important element of myKomatsu, and one that is greatly appreciated by its users is the fact that we constantly update customers on the status and shipping time of their orders.
“This process will also apply to this expanded range of parts, so customers will always be fully informed as to when their parts will arrive,” he says.
Previously for Australian customers, stock availability through myKomatsu only reflected stock held in Komatsu’s distribution centres in Fairfield (NSW), Morningside (Queensland) and Welshpool (WA). If parts were not stocked in these centres, customers needed to call the KCSC and place an order via telephone.