by Joe Jeffrey
Parts Direct set to move in expansion in bid to enhance customer service even more
Bailey of Bristol is expanding its Parts Direct operation to provide caravan and motorhome owners with a new level in customer service. The company hopes its successful existing operation will benefit further from the re-location thanks to its new, much larger and more conveniently located premises.
A new 1,200m² facility is four times the size of the present building and is situated nearer to the major transport links on the M4/M5 motorway interchange. The extra space will allow Bailey to offer customers an expanded range of 13,000+ parts and accessories, 85 per cent of which can be delivered to their door in 24 hours. Currently the Parts Direct centre can satisfy on average 1,800 orders per week and following this re-location that will rise to 2,400 orders per week, representing a 33% increase in operational capacity.
The re-location of the existing Parts Direct operation off-site is part of a larger scheme to enable the future re-development of Bailey’s South Liberty Lane production facility. It is also one of a series of new customer service initiatives the company is currently undertaking to enhance owner satisfaction levels. These include a new eight-bay service centre staffed by a team of dedicated technicians to handle more complex vehicle repairs at the factory; a fully-equipped rapid response van out on the road to carry out repairs in the field and a national retailer workshop training programme, including a ‘How-to’ on-line video library, hosted in a dedicated new in-house training centre.
To coincide with this move Bailey has also taken the opportunity to upgrade its Parts Direct website, with new page layouts, improved navigation and upgraded search facilities all making this popular resource much easier for visitors to use. In addition, as with other modern e-commerce sites, it now provides customers with a click and collect option via a new Parts Direct trade counter. With this being the case operating hours for this part of the business have been extended to offer customers a genuine seven-day service for the first time.
Commenting on the company’s new investment, managing director Nick Howard said: “Feedback from independent owner satisfaction surveys shows that the supply of replacement parts remains one of the main concerns for caravan and motorhome owners. Historically we have always performed well in this area however in-line with other changes we are making to the business we felt the time has come to take our customer service to the next level”.
“Industry-firsts such as on-line parts ordering, twenty four hour deliveries and seven day support are genuine game changers in this field and ones which will ultimately make ownership of Bailey leisure vehicle a simpler and more enjoyable experience” he added.