Special Report
change them into the new-style generation people, who go online to see what they need,” Johnson said. “Sometimes, people don’t want to go online or go to a picture. Tey want that direct eye contact and to have someone answer their questions face to face.” Te NYHMA also hosts an annual summer seminar where its members have an opportunity to meet with parts representa- tives. Tis year’s event will include classes on web-based inven- tory systems. Johnson is in the process of lining up presenters to demonstrate new systems to keep shops up to date with inventory management. Despite the momentum toward the internet, suppliers continue
to vary in their approaches with some still offering paper catalogs, others deliver almost everything online and still other relying more heavily on salespeople who make in-person visits. “We work with a lot of businesses that still take all three ap-
proaches. We have a lot of sales reps come into our building,” said Johnson, who, after 16 years in the business, personally prefers those on-site calls. “I love people coming in and showing me a part. It means they want my business,” he added. Tese days, Zagroba estimated 75 percent of IC Bus part orders from end users come online; 100 percent of dealer orders are
electronic. He also agrees with Latimer that the ordering process is all about maintaining good relationships and understanding what the customers wants. “Some want ownership. Some want boots on the ground, in the
shop, shaking hands, face to face,” Latimer said. Zagroba added, “We have that agility to handle both.” Jeff Merten, Blue-Bird’s vice president of parts and service, said
the Fort Valley, Georgia, manufacturer continues to offer many materials in printed form but “we are definitely seeing a move toward the online tools.” “Blue Bird Vantage is the central online portal that our dealers and customers utilize. Tis is a great one-stop online source for Blue Bird parts and service information. Trough this portal deal- ers and customers have access to parts manuals, service manuals, wiring diagrams, specific bus parts information based on bus body number and the ability to file warranty claims.” Te company recently launched an online interface in place
through Blue Bird Vantage called Blue Bird Support Center. Deal- ers can submit inquiries via the system, which balances the person- al relationship parts managers have with their dedicated customer service reps while leveraging online tools.
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