ADL’s AD24 reaching Amazon levels of parts service
Alexander Dennis Ltd (ADL) has announced that 90% of parts ordered online via its AD24 platform are now delivered the next day.
The annual amount spent online on parts has also increased by 228% since 2019 as the manufacturer reveals it has seen a seismic shift in how operators are purchasing parts thanks to benefits such as predictive ordering, 24/7 accessibility and free next day delivery.
There is no minimum order value to qualify for free next day delivery with AD24 and orders placed before 6pm are delivered next day unless stated otherwise. Currently only 10% of parts available to buy online are not able to be delivered next day due to supply chains or supplier lead times.
“Our aim is to provide an Amazon-style experience for the industry, where bus and coach operators can access hundreds of thousands of parts at the click of the button” – Richard Jackson, Aftermarket Digital Strategy Director at Alexander Dennis
Richard Jackson, Aftermarket Digital Strategy Director at Alexander Dennis, said: “We want to lead the industry in its digital capabilities to make efficiencies for customers while further enhancing quality and service.
“Our experience when we shop as consumers has been altered by online stores, and other industries have revolutionised customer experience through their digital offering. There is no reason that the bus industry cannot make the same transformative changes.
“Our aim is to provide an Amazon-style experience for the industry, where bus and coach operators can access hundreds of thousands of parts at the click of the button. Other features online that improve our customers’ experience include visible order history and predictive ordering based on this, as well as online proof of delivery and a live chat function.”
While there has been a significant increase in the volume of online sales it still only accounts for a quarter of AD24’s total parts sales. Richard explains: “The rate of growth we’re seeing for aftermarket shopping online is significant, however the majority of parts orders are still made over the phone. So, there are still blockers to people shopping online. We believe some of this is simply down to awareness and tradition and we expect to see this proportion change rapidly over the next few years as we further improve the online experience for our customers and make it the most convenient ordering method for everyone.
“Through continuous improvement to our systems and solutions, we can make the work of technicians and operators more efficient. Benefits to online shopping such as speed of information and visual search give our customers more time to focus on their day job.”
AD24 encompasses all of the Alexander Dennis aftermarket offer to customers, including spare parts, mobile technicians, service centres and expert training.