Case Study: Automotive Parts Distribution Ltd

About APD Limited

APD Ltd is one of the largest automotive part distributors in the UK, supplying both private and commercial customers nationally and internationally.

With an extensive supply network, APD has been involved in exporting automotive parts and consumables for many years. Working on supply chain solutions for clients, organising fast transport of hard to find car parts, exporting products internationally for retail and trade requirements and supplying car parts from well-known tier one suppliers, including Valeo, TRW, Monroe, Bosch, LUK, Sachs and many others.

The Challenge

An overly complicated legacy system installed by a third-party had left APD frustrated over the system limitations. The previous supplier provided no end-user training and therefore the full capabilities of the system were never exploited.

Negative feedback from both customers and employees using the system meant that no meaningful data was able to be extracted for reporting and analysis, rendering the system useless.

The system was so complicated to use that whenever a new staff member was on-boarded and underwent training that the existing team also required a recap.

The Solution

As a long term customer of Atlas Support APD voiced their frustrations over the current system. A full system refresh and installation of MPLS was suggested by Account Manager Jon Gibney.

Working alongside APD, Atlas Support rebuilt the telephone call groups, set up users and phones in the system and then built and trained the team on how to build and automate daily, weekly and monthly reports to help manage call volumes more effectively.

In the near future, Atlas Support will also be providing an updated broadband solution for the network of sites. Helping APD's 90 strong team stay connected with a faster and more reliable MPLS network better designed for business.

The Results

APD has experienced a significant improvement in the usability of their phone system along with some obvious cost savings from not having to install a completely new system.

Time-Saving: An efficient phone system with automatic reporting capabilities has delivered significant time savings to APD.

Reliability: With call groups and phones properly installed and set up the system is now reliable and effective at handling fluctuating call volumes and efficiently routes calls.

Usability: The refreshed system, built with the customer and team members in mind has lead to a much more user-friendly system without complicated programming.

Support: Dedicated Atlas Support Account Managers are always on-hand to offer help and support to APD whenever they need it.

"Atlas Support have always been easy to deal with and deliver on their promises. They take the time to understand what the customer required rather than just selling the solution that they want to sell. We approached them frustrated with our system and open to buying a new package. Rather than taking this option they convinced us that our existing system was more than adequate for our needs it just needed a bit of TLC. You can not buy that quality of service." - Ewan Murray, Managing Director, Automotive Parts Distribution Ltd