Aircraft parts supplier Source One is standardising on Siebel's eSales and Field Service products to improve inventory management across the world. Headquartered in Houston with offices in Dallas, Los Angeles, Hong Kong and London, Source One Spares provides aftermarket parts to virtually every airline in the world.
Faved with rapid expansion, Source One needed its applications strategy to help the company scale from national parts supplier to global corporation without diluting its responsiveness to customers.
"Our sales force spends a great deal of time with customers, and we wanted to maximize their effectiveness and help them maintain the highest levels of customer satisfaction," said Taylor White, Vice President of Marketing at Source One. "We also wanted to leverage the Internet to create a self-service environment where we put knowledge in the hands of customers so they could see the exact status of our inventory in real time,"
Source One guarantees delivery of any airline part within 24 hours, 7 days a week, 365 days a year, and is required by the Federal Aviation Administration (FAA) to have available complete, documented histories of each of Source One's 10,000 items currently in stock. Traditionally, this information was recorded on paper documents and stored in file cabinets, and responding to requests for the information was a cumbersome process, occupying the time of salespeople when they could be focusing on revenue-generating activities.
This paper chase is now a thing of the past. The Siebel applications provide an electronic repository of all customer and inventory information in real time, including the availability of parts by condition, year of manufacture, or other criteria. If a customer requests a part that is currently unavailable, the new system enables sales professionals to determine if an interchangeable part is in stock so they can still capture the sale.
Source One's customers can also view pricing, applicable documentation, and alternative part information or submit RFQs and communicate with sales and engineering teams online. The need to search for paper documentation has been eliminated by storing PDF images of all documents in the Siebel system. Field sales professionals can access all documents at any time using Siebel Field Service, and customers are able to access the documents online using Siebel eSales.