Simplifying Support of Complex Equipment with Parts and Service Information Solutions

Driving Service Parts Efficiency for Automotive Manufacturers

Leading automotive manufacturers (OEMs) strive to provide the best aftermarket tools to dealers (distributors) because they recognize that dealer networks are the key to parts revenue, customer satisfaction and brand reputation.

To properly support customers, dealers need accurate parts and service information. Automotive dealerships claim that parts managers spend hours looking for part numbers to help technicians complete their work. Service technicians and parts managers often use two or three different systems to look up parts and service information and still have to validate that information with the OEM. Dealers then have a similarly complex process to order required parts. This is a slow, expensive and error-prone process.

There are a number of challenges to improving aftermarket processes:

  • Most OEMs outsource the creation/publication of parts catalogs and service manuals, allowing this third-party to sell the resulting catalog to individual dealers. This approach brings an intermediary into the critically important relationship between OEM and dealer network, and limits the OEM’s ability to control catalog quality and distribution.
  • Changes to service and parts information—whether new part numbers, service bulletins, part supercessions or manuals—are often delayed by the catalog update process and take too long to get to the field. It can take several months before dealers see revisions, forcing them to rely on outdated service and parts information for too long.
  • Multiple deployment methods are needed to support various dealer environments: paper, web, DVD and mobile devices.

The solution to these problems is Enigma InService EPC, which assembles, integrates, and delivers a comprehensive parts catalog containing all relevant service information. Parts catalogs, maintenance manuals, service bulletins, troubleshooting, training videos, product collateral, accessories, diagrams, schematics, etc. can be automatically packaged and distributed by the OEM to their dealers, for both online and offline (stand-alone) usage. Information from different databases and format sources is intelligently combined and delivered to dealer networks through the Web and/or DVD.

The result is a “one-stop-shop” that allows dealers, service technicians, parts managers and customer support representatives to identify the right part, price and procedure without needing to use multiple systems. With its powerful searching and filtering mechanisms and automated updates, InService EPC greatly reduces the amount of time it takes a parts manager or customer support representative to locate relevant information.

Enigma InService EPC

  • Provides all product content—parts, service, specs, bulletins, collateral, etc.—and filters it according to serial number, VIN and/or configuration
  • Distributes parts and service information via the Web, paper, DVD and wireless; incrementally updates DVDs
  • Synchronizes OEM part web sites with offline dealer catalogs (allowing DVDs to be eliminated).

Enigma’s EPC software can be extended to integrate with key applications such as dealer management systems (DMS), enterprise resource planning (ERP), maintenance planning, order processing, diagnostic, warranty and parts inventory systems, menu pricing, software downloads, fault tracing and onboard diagnostics. For more information, contact us.

The Uptime Blog

"With the success of our service partners in mind, we determined that Enigma's [Parts & Service Information Solution] was the best choice to meet our dealer's demanding requirements for real-time service information."
— Lars Kullberg, Director of Technical Service and Car Project Management, Volvo Cars

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