Kenworth improves parts counter service

KIRKLAND, Wash. (June 3) — Kenworth Truck Co. has added a new electronic tool called “Visual Search” to its electronic parts catalog used by the parts departments at Kenworth dealerships. The object is to make it easier for parts personnel to find the right part and thus deliver faster customer service.

Visual Search uses so-called “hot spots” on line drawings of a truck to identify the parts requested. The parts salesperson simply clicks on a particular section of the truck to find specific parts listings in that area. The system allows counterpeople to click through progressively more specific images to pinpoint the right parts.

There are two viewing options for selecting hot spots. The first is an “outside” view for parts or systems such as the cab and sleeper, air intake, bumper, wheels, battery, and exhaust.

The second is a “frame” view for parts or systems like cooling, air, axle, suspension, engine, transmission, clutch, and steering.

Kenworth has also automated the process of obtaining parts price and availability information. Previously, parts department personnel had to write down the part number, access the dealership business system, and then manually check the part’s price and availability.

Now, once the part is found in the electronic parts catalog, parts people just click on a price/availability button that directly links into the business system.