Alexander Dennis says that 90% of parts ordered online via its AD24 platform are now delivered the next day. The annual amount spent online on parts has also increased by 228% since 2019 the manufacturer says, with a ‘seismic shift’ in how operators are purchasing parts thanks to benefits such as predictive ordering, 24/7 accessibility and free next day delivery. The AD24 online platform and the company’s extensive global distribution network mean critical parts can be delivered quickly, limiting the amount of time a vehicle is off the road.
Richard Jackson, Aftermarket Digital Strategy Director at Alexander Dennis, said: “We want to lead the industry in its digital capabilities to make efficiencies for customers while further enhancing quality and service. Our experience when we shop as consumers has been altered by online stores, and other industries have revolutionised customer experience through their digital offering. There is no reason that the bus industry cannot make the same transformative changes.
“Our aim is to provide an Amazon-style experience for the industry, where bus and coach operators can access hundreds of thousands of parts at the click of the button. Other features online that improve our customers’ experience include visible order history and predictive ordering based on this, as well as online proof of delivery and a live chat function.”
There is no minimum order value to qualify for free next day delivery with AD24 and most orders placed before 1800hrs are delivered the next day; ADL says that only 10% of parts available to buy online aren’t able to be delivered next day due to supply chains or supplier lead times.
Whilst there has been a significant increase in the volume of online sales, it still only accounts for a quarter of AD24’s total parts sales. Richard explains: “The rate of growth we’re seeing for aftermarket shopping online is significant, however the majority of parts orders are still made over the phone. So, there are still blockers to people shopping online. We believe some of this is simply down to awareness and tradition and we expect to see this proportion change rapidly over the next few years as we further improve the online experience for our customers and make it the most convenient ordering method for everyone.
“Through continuous improvement to our systems and solutions, we can make the work of technicians and operators more efficient. Benefits to online shopping such as speed of information and visual search give our customers more time to focus on their day job.”