Bryan LiBrandi

SVP eCommerce
Heritage Food Service Companies

Check out the incredible speaker line-up to see who will be joining Bryan.

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Customer Acquisition and Omnichannel

Saturday, August 5th, 2017

14:00 Case Study Revolution: Building an Omnichannel eCommerce Solution from Scratch to Accelerate an Established B2B Distributor

Celebrating our 30th anniversary, Heritage Parts is a leading parts distributor in the foodservice equipment replacement parts business. Heritage built its business upon expert customer service and management of parts inventory and logistics. Three years ago, Heritage realized it needed to expand the customers’ path to purchase through technology, launching an omni-channel eCommerce solution.

• Understanding the customer’s path to purchase and your own customer mythology
• Building an eCommerce platform from scratch
• Growing through new customer acquisition and converting existing customers to eCommerce users

14:30 Case Study: First-Time Fix: The Bigger Picture

Regardless of whether your customers repair tractor tires or nuclear reactors, a poor first-time fix rate is an early indicator of disgruntled customers, likely customer attrition, and reduced profitability. So how can distributors support first-time fix success? By improving parts identification. More than 50% of service jobs requiring a second or third visit are the result of not having the right part for the repair.

Heritage Parts, the leading online provider of commercial kitchen replacement parts, recently partnered with Snap36 to create 360° images to advance parts identification for more than 60,000 parts. During this presentation you’ll hear from Heritage Parts and Snap36 on why comprehensive parts identification is the most essential ingredient in driving first-time fix success.