Komatsu has expanded the range of parts that can be ordered through myKomatsu, its online customer portal, to now include components that are not in stock at local distribution centres.
Previously, parts that were not available in Komatsu Australia’s distribution locations in in Fairfield (New South Wales), Morningside (Queensland) and Welshpool (Western Australia ) were listed as ‘out of stock’, and required customers to call the Komatsu Customer Support Centre (KCSC) to order them offline.
Now, the company has improved its offering by allowing these orders to be entirely processed online. Customers are no longer required to make phone orders, increasing efficiency.
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 receive their orders as quickly as possible.
Clients are also given the option to be contacted about express delivery if it is required urgently.
“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,” Komatsu construction solutions general manager Todd Connolly said.
“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. It means that customers will immediately see far more parts available online, rather than getting the ‘out of stock’ message.”
Connolly added the new measure would have additional customer benefits by allowing KCSC staff to focus on other areas of service and technical support.
“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,” he said.
“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.”
To order on the myKomatsu website, visit my.komatsu.com.au.
Source: Komatsu Australia