Supply House's online ordering system. Good or Bad?

Unknown

I recently started ordering my materials through my wholesaler's internet ordering system. I will useually place the electronic order in the evening or early morning hours. However, when I arrive at the counter the order STILL hasn't been pulled and I end up wasteing my time waiting around anyway. If I request jobsite delivery, only about half the stuff I ordered shows up and ALLWAYS late.

The counter has changed from when I was a young & dumb apprentice. Seems each supply house I use has just ONE good counterman. If he's tied up I get the indignant kid just out of HS or the old curmudgeon that's been there for 40 years and thinks he knows more than he really does. The counter is the last place I want to find myself standing around during my work day.

Great concept. But, I'm wondering if online ordering's time has come yet or it's still too early? Is it worth it at all?

Gary

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Doesn't it always

come down to the man, or woman, behind the screen! The wizard of OZ

I have had excellent luck with the Grainger online parts system. They were giving free gifts for contractors to try it.

I suspect they (Graingers) spent lots of time, money, and thought on perfecting the system, and it shows.

It only takes one weak link to brake the "chain of distribution" regardless of in person, over phone, fax, or www. methods.

hot rod

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John@Reliable_5

Gary, it's very simple

it starts at the top! If the owner/boss is hands on it shows with all, if not well you know the ......
P.S. when south of Boston check out South Shore Oil Heat Supply in Brockton and Braintree they are the cream of the crop.John@Reliable

John Mills_3

several

of our local suppliers have it. With 1 exception, I'm in their computer directly just like a counterman. Rarely a problem. I ask for delivery not will call normally. Beats waiting on hold forever!

Dave DeFord

Having been in the Internet business..

since 1993 many times the problem is that the site gets ignored. Put yourself in the position of the wholesaler - who is easier to ignore a customer at the counter or an email/online order. This gets back to the owner and his commitment to the online ordering system. Just like anything else it need to have attention paid to it. If the counterman is supposed to pull the online orders in his "spare" time the system likely won't work. The best systems have a person dedicated to processing online orders. You might want to discuss the problems you are having with the owner and let him know that his investment in his online ordering system is not going to pay off if it doesn't work. Just some things I have seen happen helping my customers implement these systems.

Rob T

While not in

the HVAC business, the company I am going to work for as a service writer/office manager at the beginning of the year (Mid-sized vehicle repair facility) uses online ordering a lot.

I believe that their primary supplier has it set up so that when an order is placed online a shipping invoice is printed out near the counterman's main terminal. There is also an area for notes or comments so they can add whether or not they need the parts ASAP or Next Trip or whether to ship a partial order etc.

This system works very well and is as quick or quicker than a phone call.

As was noted in another thread this is the automotive industry and they seem to have a better handle on it than a lot of other industries.

Bud_14

Non-responsive

That's what I have determined with a major Milwaukee hvac wholesaler as I was looking for soldering products...not even a peep. Notta we'll get back to you, Notta, sorry we can't help you out..I'll look for some other internet supplier that can help out, cause this one here must already have too many customers.It's very frustrating.