Thursday, April 17, 2014, 4:14:00 pm
Exciting Changes Coming to Encompass
A Message To Our Valued Customers:
Encompass continually seeks innovative ways to increase our operational efficiency and improve our service to you. With our business growing at an exciting rate, we wanted to let you know about some important changes we are making to help enhance your overall customer experience and support:
Warehouse Improvement Project – We contracted with a well-respected facility planning firm to redesign our warehouse facility and install an automated conveyor system to substantially improve productivity, workflow efficiency and capacity. These upgrades are expected to provide a 40% increase in cubic storage capacity and improve our same day picking capacity. Plus, we are expanding our overall warehouse footprint to help accommodate our growth in new verticals and added inventory requirements.
We expect the reconfiguration to be completed within the next 30 days. During this process, there may be some minor delays in receiving your orders, but we are doing everything possible to mitigate the impact to our customers and vendors by adding night shifts and increasing support staff.
New Call System – We are also in the process of implementing a new call center management system. The system is expected to help decrease hold times significantly and offer more automated services. For those who prefer speaking to a live representative, it is our objective to make this a priority. Additionally, the system provides skill-based call routing to match the purpose of your call with the agent most qualified to support you. This system is expected to be operational by May 1 and will also provide auto calls for those who would like periodic status updates on orders, ETAs and other pertinent information.
ISO Certification – To further enhance our operational processes, we are also pursuing ISO-9001& ISO-13485 certification, which will improve our formal quality management system throughout our organization. This certification is expected to help Encompass further upgrade our overall procedures and assist efforts to streamline operations.
Mobile App and Text Service – As another convenience, we previously developed an application that enables customers to quickly search for parts, perform model research, check price and availability and place orders. You can also view open orders and invoices, read up on the latest company news and easily contact us by email or phone. With the Encompass App, we stay on the go with you. For customers with mobile phones on platforms not supported by the Encompass mobile app, we provide texting service to quickly check pricing and availability by part number. To get more information on these services and download the app, please click here.
We are confident that these projects will help us raise the bar on our performance and meet our goal of providing you with superior service and support. You are the lifeblood of our business and remain our sole focus.
As always, we appreciate your business and the opportunity to serve you now and into the future.
All the best,
Robert Coolidge
Encompass President & CEO
AI
