Need: reduce spare parts order processing time

Stellantis, one of the world's leading automakers, faces a major challenge in managing the replenishment of spare parts for its dealers, with thousands of part numbers to manage.

The goal was to meet 100% of customer orders by finding the necessary spare parts as quickly as possible, to minimize repair and vehicle downtime. It’s not just the customer satisfaction of vehicle owners that’s at stake here, but also the chance for dealers to reduce their costs (storage, lending of vehicles, etc.), and free up capacity to meet more end-customer orders. With more than 130,000 backorders every day, Stellantis needed to rethink its approach by optimizing its restock management process. A powerful and consolidated solution was called for.

Challenges: a wide range of players and references requiring a unified view of inventories

Existing processes and systems were curbing the efficiency of the company’s order and supply management process. To ensure timely restocking, Stellantis had to centralize its communication both with its B2B customers (approved repairers and other dealers) and its supply chain stakeholders (logistics hubs and partner suppliers).
The objective here was to maximize accessible stock across its logistics network, both internally and externally, and optimize the sourcing strategy for missing parts, even when not available from the dealership’s own hub. They could simply be delivered from another storage point, rather than waiting for a future resupply from the hub or dealership.

Solution: a central platform that drives the sourcing of all spare parts

The solution developed by Kbrw offers consolidated and centralized management and complete visibility of the availability of parts, including the 12 million SKUs manufactured by Stellantis (OEM), but also more than 790 million alternatives.

The portal is used by dealers to place orders, but also by the call center, which uses it to manage orders placed by telephone. The system is designed to keep order processing times
to a minimum, using advanced algorithms, search engine and computational capacity. It take into account the priority of stock sources, connecting as a last resort to other vendors’ systems to find a suitable part, and also includes a validation process in the event of an OEM part running out of stock. The solution also predicts and optimizes delivery routes, displaying a level of reliability for each delivery promise.

With this solution, Stellantis has increased its external sourcing capacity to be able to process more orders, reduced parts delivery time and therefore vehicle downtime, and brought its entire ecosystem together on an efficient and intuitive tool.