The distributor of industrial and maintenance products updated GlobalIndustrial.com as a critical part of its strategy to improve overall customer experience, CEO Barry Litwin says.

Systemax Inc., an online distributor of maintenance, repair and operations (MRO) products based in Port Washington, New York, has rolled out an updated ecommerce site for GlobalIndustrial.com, a B2B website which sells a variety of industrial products ranging from electrical and lighting products to vehicle maintenance.

This new website will deliver a differentiated Global Industrial customer experience and help drive operating efficiencies.
ManojShetty-Systemax

Manoj Shetty, CIO, Systemax

The updated GlobalIndustrial.com, which Systemax rolled out in November, features a variety of new ecommerce tools and applications aimed at speeding up order selection, purchasing and fulfillment, says Systemax chief information officer Manoj Shetty. “With the introduction of advanced features and functionalities, customers will have more control in conducting their online order and service-related tasks, which will deliver a faster, richer, and seamless online experience,” he says.

Included in the new website updates are features that enable customers to expedite product returns for less-than-truck-load and small parcel shipments. These features include an instant call-back service to schedule pick-up and complete a product return, and an advanced tracking tool for monitoring the returns process.

A faster way to reorder products

Other new features include faster reordering of such products as janitorial and maintenance supplies and speedier access to information on replacement parts or products now listed with a customer’s order history or on the product detail page.

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“The new website is a key component in our strategy to accelerate the customer experience,” Shetty says.

Systemax also updated GlobalIndustrial.com with better order-tracking tools that show customers exactly when an order was shipped, its delivery status and the expected delivery window.

BarryLitwin-Systemax

Barry Litwin, CEO, Systemax Inc.

To improve customer service, GlobalIndustrial.com’s customers can also receive product-tracking alerts by text and use a new chatbot to check order status inquiry, returns, product questions and other customer service inquiries. A chatbot is software that conducts a conversation though voice or text and simulates human conversation.

Quicker deliveries, too

All in, Systemax has upgraded GlobalIndustrial.com with more than 160 improved features for online returns, auto-reorder, replacement parts, improved lead time and order tracking, and inventory clearance, says CEO Barry Litwin.

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“This new website will deliver a differentiated Global Industrial customer experience and help drive operating efficiencies and deliver first-to-the-distribution-market features, many of which have historically only been found on consumer retail websites,” Litwin says. “This positions us to drive long-term customer satisfaction and redefine the online business-to-business experience.”

Systemax is investing heavily in better and faster delivery in addition to updating GlobalIndustrial.com. In September Systemax opened a new distribution center near Dallas and now operates seven distribution across the United States and Canada.

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