Case Study · USAA US manufacturer of commercial foodservice and supermarket equipment. Family-owned for decades. With service partners across the country. And a parts business that, until now, bypassed them.
Starting point
The machines run in supermarkets, restaurants and hotels for many years. That creates an ongoing need for spare parts and accessories.
The problem
The manufacturer shipped spare parts itself, often across the US. Long delivery times while the customer's machine stood still.
The local service partners earned nothing from parts and had little reason to look after the customer.
Shop, shipping, returns and support for small orders all sat with the manufacturer.
Dealer Checkout sits on the manufacturer's spare-parts and accessory pages. The manufacturer's site stays the first stop. The partner makes the sale.
The customer sees the partners nearby that have the part in stock.
Paid directly to the partner, without a redirect.
The partner delivers the part or installs it right away.
Every order with customer, location and partner in the brand account.
The result
The part comes from nearby, often with installation.
The parts business ties the partner to the brand and the customer.
Which parts are needed where, order by order.
At a glance
An industrial manufacturer sells standard products worldwide through its local partners, straight from its own website.
An office technology manufacturer measures marketing by dealer revenue instead of clicks.
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