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Customer Experience

The customer experience can be segmented into three distinct processes: Ordering, Fulfillment, and Post-Sales Support. Each of these stages provides ReMedPar an opportunity to demonstrate our commitment to customer service, technical support, and quality.

Ordering

• Parts ID
  All of our customers automatically have access to our Parts ID Support which allows our customers to talk with a highly skilled ReMedPar Technical Engineer that will help to identify the part in order to facilitate correct part ordering. Our experience tells us that 20 to 25% of the time our customers require some level of technical support to identify the correct part number. We realize that the myriad of part numbers on a circuit board or a complex power supply system can often disguise the correct part number resulting in the wrong part being ordered. By reducing erroneously ordered parts, ReMedPar helps to eliminate the hassle of unnecessary returns and restocking fees.
• Customer Service Representatives
  At ReMedPar we have a dedicated group of Customer Service Representatives that can take a part order 24x7x365. We realize that having a well trained, live service representative is critical when dealing with a downed system that needs immediate attention and expertise. Our approach is simple - provide our customer with flexibility and service. ReMedPar offers dedicated CSRs, modality specific specialists, Parts ID support, and afterhours ordering support.
• Web
  Many customers are increasingly opting for ordering and finding parts through use of the internet. ReMedPar offers our customers the ability to find the right part number, locate parts, and submit orders directly to ReMedPar. Our online platform allows the customer greater flexibility in how they order, increased accuracy in the parts they choose, and an overall lower transaction cost per order. ReMedPar also offers integrations with back-end ERP systems for customer whose volumes require greater efficiency and lower cost per transaction.
• Email
  Some of our customers elect to order parts via email. Part orders that are taken via email are handled expeditiously by our Online CSR Group which immediately begins the fulfillment process for our customer order upon receipt.
• Technical Support
  At ReMedPar we have made a commitment to technical competency. Our Technical Expertise and Intellectual Property facilitate the order intake process by adding a "3rd-Tier" support for complex parts identification or root cause failure analysis. Our third line of support saves our customer's time and money by being able to help them understand what the root cause of a failure is resulting in a more expeditious remediation and uptime for the customer.

Fulfillment

• Parts Inventory
  ReMedPar has the largest inventory in the world of aftermarket parts with approximately $50 million in ready to ship, tested parts. As a market leader our product management is constantly keeping a pulse on the market for what is needed by our customers and making sure that we can meet the demand out of our own inventory. Our CSRs can quote an immediate price with real time inventory quantities resulting in 95% of our inventory parts going out FED EX P1 (Priority Overnight).
• Exchange Purchase
  ReMedPar offers an "Exchange Purchase" option where customers receive the best value by returning their failed part in lieu of paying the more expensive Outright Purchase price.
• Sourced
  If ReMedPar does not have a particular part we will source the part for our customer through our Certified Partner Program, a network of parts suppliers that are approved using various certifications, ensuring that our customers are getting the best value. Our Sourcing Department conforms to strict protocols in order to ensure that we are getting the best value for our customer with the most flexible terms, whether it is restocking fees, warranties or price. At ReMedPar we are selective and choose only to do business with vendors that uphold our commitment to quality, reliability and customer service.
• Unique Intellectual Property
  ReMedPar's ability to remanufacture, refurbish, test, and repair gives us unique insight into parts, vendors, OEM, ODM, and part mapping. Throughout our 20 years of business we have developed an unparalleled database which not only allows us to identify the right part but also substitute parts and ODM parts. The end result is that we can get your critical capital equipment back up and running at a lower cost. (See Case Study: The Right Part at the Right Price)
• Automatic Exchange RMA
  With every shipment ReMedPar provides an automatic RMA slip that facilitates the return of exchange parts. This is available for all parts, whether they come from our inventory or from one of our certified parts suppliers.

Post-Sales Support

• Automatic Exchange RMA
  With every shipment ReMedPar provides an automatic RMA slip that facilitates the return of exchange parts. This is available for all parts, whether they come from our inventory or from one of our certified parts suppliers.
• Returns
  Parts returns are inherent in our business and as a result ReMedPar has developed a unique central clearing model where ALL SHIPMENTS are returned to our factory warehouse. This allows credits and returns to be processed with ease and accuracy for our customers. All too often in the sourcing parts model there are shipments that are coming from a host of partners, suppliers, and vendors. The lack of a common information system, accounting system, and logistics system makes tracking returns and credit very time consuming and prone to errors. For this reason ReMedPar has developed a unique central clearing model for all our return logistics and credit processing which reduces our customer's cost of doing business. A majority of our credits are processed within 30 days and when considering a 20 day time horizon for returns that is a testament to our commitment to get our customers the credit they are owed. All our customers are furnished, at their request, reports from ReMedPar that detail all of their RMA and credits.

• Automated Messaging and Reminders
  Often our customers elect to order a part using our "Exchange Purchase Option" which allows the customer to purchase the part at a significantly lower cost than an "Outright Purchase." As a courtesy we bill our customer the lower price and allow the customer to return the part in a specified window before getting an "Additional Billing" which is an extra amount paid if the failed part is not returned. ReMedPar has developed a set of automatic reminders and processes to help manage this process. Our intent is to avoid any Additional Billings to our customers which is evidenced by a historically low rate of less than 1% of our transaction volume.
• Re-testing, Restocking, and Validation
  All returns to ReMedPar undergo return procedures to ensure that our parts are ready to go back in our inventory or returned to our suppliers. All opened parts from our inventory are retested before they can be restocked ensuring that our overall quality objectives are being met. Even parts that are not opened, including ones from our sourced suppliers are validated to ensure that the integrity of the packaging is still intact and the part has not been compromised in any manner.

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