Alexander Dennis (ADL) says it has seen “a seismic shift” in how bus operators purchase vehicle parts after reporting that the annual amount spent on those items online has increased by 228% since 2019.
The OEM’s AD24 platform has given a 90% next day delivery rate for parts, leading Alexander Dennis to describe that as “Amazon level” timing. AD24 allows predictive ordering, 24/7 accessibility and free next day delivery with no minimum order value.
Despite the vast growth, only 25% of Alexander Dennis’s total parts sales are handled online. The majority of orders are still placed by phone. The OEM believes that blockers to transition are “simply down to awareness and tradition,” says Aftermarket Digital Strategy Director Richard Jackson, although he expects the proportion to change rapidly over coming years “as we further improve the online experience for our customers.”
10% of parts available online are not offered for next day delivery owing to supply chains or supplier lead time, ADL says. For the remaining 90%, ordering before 1800hrs will see the items arrive the following day.
Adds Mr Jackson: “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 change.
“Our aim is to provide an Amazon-style experience for the industry, where coach and bus operators can access hundreds of thousands of parts at the click of a button. Other features online that improve our customers’ experience include visible order history and predictive ordering based on that, as well as online proof of delivery and a live chat function.”
Alexander Dennis believes that online parts ordering via AD24 improves efficiency for the operator and speeds the ordering process. The platform encompasses the manufacturer’s entire aftermarket offering.
In November its reach grew with the addition of technical publications and guides for all new buses, and those up to eight years old. Further development work is expected in 2023.
