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Benefit of Electronic Spare Parts Catalogues – Result of a Customer Survey
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The software producer Docware, one of the leading suppliers of spare parts catalogue
software in Europe, has conducted a customer survey about the benefit of electronic
spare parts catalogues.
114 companies that installed electronic spare parts catalogues
participated in the survey. About 60% of the survey participants make use of their
electronic spare parts catalogues (CD and/or Internet) since more than a year.
34% of the interviewees declared, that they use electronic spare parts catalogues
since at least 24 months.
The primary benefit of the spare parts catalogue software was thoroughly seen
in the increase of effectiveness in the catalogue production. 73% of the participants
stated that the process flows of the catalogue production were condierably improved.
About one third registered a decrease of the error rate in the catalogue production.
Almost continuously (92% of the interviewees) they stated, that the assignment of
a data-base based spare parts catalogue software simplified the maintenance and the
updating of the spare parts catalogues.
Regarding quality and up-to-dateness of the produced spare parts catalogues and
the data sheets, 87% of the companies saw an improvement. More than two-thirds
of the spare parts catalogue users registered an improved availability of the
spare parts and service information.
When asked about the cost savings, 12% of the users of the spare parts catalogue
software PARTS-PUBLISHER noted considerable savings, 47% light to medium savings
and 9% did not reckon any savings when producing and updating their catalogues.
The rest of the surveyed companies were not able to make a statement about savings
due to the short service life of the software. But 74% of these companies expect future
savings.
One issue that was looked upon favourably by 50% of the survey participants was the
integrated order possibility of electonic catalogues. More than half of the companies
were able to note an acceleration in the processing of spare part orders, more than a
third a decrease of the error rate.
The end user acceptance of electonic spare parts catalogues – customers, dealers,
or service technicians – was rated as very good by 31%, as good by 46%,
as satisfactorily by 15% and as bad by 2% of the companies.
The question, whether the participants were able to reveal an amelioration of customer
satisfaction by the assignment of electronic spare parts catalogues was affirmed by 27%
and negated by 13%. The rest was not able to evaluate this point.
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