NTP-STAG News Article

Grand Design, NTP-STAG Partner for New Service Parts Fulfillment Program

11/28/2018 12:00:00 AM
RV PRO Staff
RV PRO

Grand Design RV has partnered with NTP-STAG for fulfillment services to support the new “Grand Design Fast Trax” Dealer Service Parts Support Program. The partnership produces rapid order response times and parts delivery in a fulfillment system, the pilot program of which was launched to a limited number of dealers on Oct. 8.

Based on the success of the pilot, the program is now expanding to the entire Grand Design dealership network beginning immediately.

“Our goal was to leverage the extensive NTP-STAG network to expedite the delivery of critically needed service parts to our dealers,” said Jerry McCarthy of Grand Design. “For too long, RV manufacturers have struggled to get the right parts delivered quickly to complete repairs. Today’s customers have little tolerance for time added to the repair process because of a part’s delay. … Getting critical service parts where they are needed quickly is one of our primary missions and NTP-STAG’s logistics capabilities align perfectly with our requirements.”

NTP-STAG’s category teams worked with Grand Design’s Service Parts team to build a stocking plan that addresses product demand by SKU and location. Establishing stocking levels and item placement within the distribution network were key considerations to ensure next-day service to Grand Design’s dealers, according to the companies. Leveraging NTP-STAG’s coast-to-coast coverage through regional distribution centers, the new program puts needed service parts inventory closer to Grand Design’s dealers than before.

“This was a very unique project for us and a first in the RV market,” said Jon White, RV and towing category director for NTP-STAG. “Supporting Grand Design’s initiative leverages not only our strategically placed warehouses and fleet, but our inventory control, purchasing and customer support programs as well.”

“After confirming part availability within the NTP-STAG distribution network, we place the order with NTP-STAG and the fulfillment process takes over, typically resulting in next-day delivery along with any other parts a dealer may have ordered directly from NTP-STAG,” said McCarthy.

“RVIA/RVDA has rightfully identified an industry need to improve ‘coach down time’ due to parts availability,” said Don Clark, president/CEO of Grand Design RV. “Grand Design’s newly formed relationship with one our industry’s most progressive parts fulfillment specialists and the implementation of our ‘Grand Design Fast Trax’ promises to help move the needle in customer satisfaction and raise the bar in service and parts delivery for our industry.”

NTP-STAG President Sheds Light on RECT

11/27/2018 12:00:00 AM
RV PRO Staff
RV PRO

After the RV Dealer Association’s convention wrapped up at the Paris Hotel in Las Vegas, RV PRO magazine reached out to Bill Rogers, president of NTP-STAG, to discuss issues regarding RECT (repair event cycle time) and talk about NTP-STAG’s display.

Question 1: What are some of the issues that have come up for the task force in speaking with RVIA Chairman Garry Enyart about repair event-cycle time?

At one of the RVIA/RVDA joint meetings two years ago it was suggested that we (the industry) pursue solutions to service wait times and parts availability using the Six Sigma toolset. Garry Enyart stepped up to volunteer resources as Cummins already had a Six Sigma program.

The meeting was with dealers, suppliers and OEMs to identify issues. I think consumers were looking for more of an automotive experience when service and repair was needed for their RV.

Some of the issues we found were a lack of stocking of certain parts, limited service availability, parts accuracy and the warranty process.

One of the key takeaways was if a dealer had a part in stock the RECT was three to four days whereas if they didn’t have the part it rose to the high teens / low 20s.

Question 2: What was the purpose of the concept truck NTP-STAG had at RVDA?

Last year, we did more of a retail experience for dealers and attempted to introduce them to new technologies in the retail space. Given the opportunity with RVDA this year, we decided to focus more on the backroom experience at the dealerships and what was new in the service side of the RV dealership.

As part of our key message, we decided to bring a mobile unit to provoke thought about servicing RVs in the field.

Note: The truck was purchased on the first day at the show by a dealer. Rogers mentioned that at the NTP-STAG show in Nashville this January there will be aspects focused on both the retail side, as well as the repair and service side.

Question 3: With NTP-STAG’s latest distribution center in Southern California, what are the next steps for NTP-STAG in helping the delivery process?

The warehouse in Southern California that opened in October allows us to better service the geographical region because of growth that we have had there. The new DC, which is 450,000 square feet, replaces the Corona facility which was only 180,000 square feet. This new facility will improve our ability to service all the customers in the region and we do have “will-call,” where local customers can pick up parts.

We have been focused and will continue to focus on customer service improvements. We have made multiple improvements to help the customer and recently put out a mobile app at SEMA this year for auto customers that will eventually expand to the RV customer base.

Question 4: What else is NTP-STAG doing to help dealers battle RECT?

We are working with some of the manufacturers to help them streamline their warranty fulfillment processes. We are doing that with Coleman currently, and we are working on that with others OEs.

Instead of the manufacturer or OEM processing the warranty issue and then shipping from their facility, we are processing that order and drop shipping that part the next day. It’s a big improvement on the lead time to get those parts. Our business is replacement parts. So, as far as stocking and shipping, we take that over because it’s what we do already.

Question 5: What has happened this year regarding RECT and what are the next steps for the RECT initiative?

There has been a lot done this year. RVIA put in full time Six Sigma resources which are a part of their organizational process now.

The RV Technical Institute is now funded, and they are in the process of hiring a leader to run it. These are big changes that will provide leadership to continue addressing RECT. There will be standardized metrics and reporting. There will also be reporting on how all the industry players are doing on RECT in comparison with others like them, so everyone can see where they stand and hopefully that will motivate them to improve.

Question 6: What was your experience like on the task force. What did you get out of it?

I was impressed with how receptive everyone was. The dealers were all in. The OEs were forthcoming with their participation and resources. A lot of support for the whole effort. Gary Enyart did a great job leadership-wise, pulling all the parties together. RVIA collaborating with RVDA was impressive. As far as our role at NTP-STAG is concerned, to the extent that we can help, we will do that and try to expand that because we do have a good logistics solution getting to dealers.

Recent Articles

NRTVA Presents Awards at Texas RV Assoc. Annual Convention

The National RV Training Academy (NRVTA) bestowed three Champion Awards on Sunday night at the Texas RV Association’s (TRVA) 47th annual convention.

The awards were presented by Stephanie Henson, director of administration at the National RV Inspector’s Association (NRVIA), and her husband, Todd Henson, lead master certified instructor at NRVTA, to:

Front, from left, Beth Elam and Phil Elam. Back, from left, Todd Henson, Fred Petrivelli, Ron Hoover, Chris Hoover and Stephanie Henson.

Fred Petrivelli, vice president of sales at NTP-STAG, which has contributed a variety of RV appliances and other equipment for use in hands-on training at the academy.

Chris Hoover, president of Ron Hoover RV & Marine, which donated two towable RVs to the academy and sent many technicians through training programs at NRVTA.

Phil Elam, Texas RV Association executive director, who kept the association running smoothly despite the loss of revenue from the cancellation of all RV shows in the state, and loss of staff just prior to enduring painful back surgery. He was instrumental in helping NRVTA secure endorsement from TRVA.

“We call this the Champion Award for several reasons,” said Terry “Cooper” Cooper, NRVTA president. “The recipients are champions of our mission at NRVTA, and they have championed the RV industry in general by making significant contributions to its long-term success.

“We could not have trained nearly 700 inspectors or technicians over the past two years without the support of NTP-STAG, Ron Hoover RV and Phil Elam,” he added. “The graduates of our programs have gone on to provide vital services to RV dealers or started businesses as mobile RV technicians and inspectors.”

Kevin White, TRVA president, commended NRVTA for the work it does on behalf of all Texas RV dealerships.

“We are so blessed to have this trendsetting school in Texas,” he said. “We learned today how much the RV industry is thriving in Texas. We have turned a corner, and NRVTA helped make it happen.”

In accepting the award on behalf of NTP-STAG, Petrivelli recalled his first conversation with Cooper, when he outlined his vision for creating the training center in Texas.

“Cooper came to me several years ago and we immediately embraced the idea that would address a need for trained technicians at dealerships around the country,” Petrivelli explained. “This is a tremendous opportunity for us to repurpose damaged inventory and put it directly into the hands of future technicians for training.

“The academy gets to use modern equipment to train students and it’s a great fit that makes solid business sense,” said Petrivelli. “Everyone wins – NTP-STAG, NRVTA, its students, RV users and the entire industry.”

Hoover strongly encouraged Texas RV dealers to send technicians to NRVTA for training.

“If you’re a dealer and haven’t done any training with these folks, you’re missing out on a huge opportunity because they are very good at what they do,” he said.

“We support NRVTA because of the people involved in running the school and providing the instruction,” Hoover added. “Everything they do is for our customers who are the ones to suffer if they can’t get their RVs fixed right the first time they’re brought in for service.”

Elam was surprised by the award and humbled to be a recipient.

“There are no bigger supporters of TRVA than Terry Cooper and his staff at NRVTA. They helped keep our association afloat during this challenging year,” Elam said. “They work tirelessly to help improve the level of service in the Texas RV industry. We could never be the largest state for RV sales if we couldn’t take care of customers after they make a purchase.”

Each recipient received an engraved award depicting the lone star of Texas.

“It is our honor to be able to recognize companies and individuals, like these three, each year at the TRVA annual convention,” said Henson. “We are grateful to the many supporters we have had over the years and look forward to much success in coming years.”

More than 110 dealers, suppliers, finance and insurance professionals attended the four-day event, which included training sessions as well as social activities.

NTP-STAG Awarded 2021 RVIA Distributor of the Year

NTP-STAG was honored to be recognized as Distributor of the Year at the recent 2021 RV Aftermarket Conference in Atlanta, Ga.

Celebrating the 50th anniversary of the Conference, the RV Aftermarket Awards presentation was hosted by Bob Brammer of Stromberg Carlson and John Hawkins of BAL as the industry came together to recognize the top aftermarket individuals, suppliers, distributors, and products.

Click here to learn more about the 2021 RV Aftermarket conference and this year’s RV Aftermarket Award recipients.

Jon White and John Spaulding of NTP-STAG accept the RVIA Distributor of the Year Award

NTP-STAG Expo Announces 2021 RV University PRO Speaker Lineup

Exeter, PA (December 15, 2020) – Today, NTP-STAG, the leading distribution company for the recreational vehicle market, announced the RV University (RVU) Professional Retail Organization (PRO) Education Speaker Lineup for Expo 2021 that will be held in person January 18 – 19 at the Marriott Orlando World Center in Orlando, FL. and virtually January 25 – 29.

Hall of Fame speaker, Dr. Mary Kelly PhD is returning for her second year as a PRO Speaker to share ways attendees can make their businesses even more successful utilizing improved customer service practices, expanding business opportunities, customer training and how team development translates into Increased growth. Along with her insight on economic trends, Dr. Kelly’s presentation will include a series of five-minute business plans emphasizing business growth, expanding leaderships skillsets and decreasing stress while increasing productivity.

Bestselling author and nationally-recognized social media expert, Corey Perlman will be sharing his highly-respected views on best practices to maximize digital business opportunities. From presenting a successful web presence, managing reviews and developing and publishing effective, high-quality social media content, this top-rated speaker will show attendees how to most effectively turn happy customers into a digital salesforce.

“We are excited to share this valuable business insight from these highly-respected speakers in this, our eleventh consecutive year presenting the PRO education series,” said NTP-STAG President, Bill Rogers. “These two subject matter experts are a wonderful addition to an impressive roster of more than 60 PRO seminar courses available to industry professionals of all levels. We’re greatly looking forward to hearing their presentations at the 2021 EXPO.”

The RVU PRO business development seminar series presents free, in-person and web-based continuing education courses to RV Industry professionals. Launching each year at Expo, quarterly supplemental education series webinars provide instruction on a variety of subjects including store readiness, customer and team member relationship management and e-commerce and salesmanship.
The speaker lineup is selected by NTP-STAG to provide attendees with compelling, impactful, results-driven content.

Dr. Mary Kelly
Dr. Mary Kelly is an economist and best-selling author specializing in business and leadership development to improve efficiency and profits. A graduate of the US Naval Academy, Mary spent 21 years on active duty, achieving the rank of Commander. She has trained over 40,000 military and civilian personnel in multi-cultural environments all over the world. She now builds successful strategies for corporate and association leaders.

She has been quoted by the Wall Street Journal, Money Magazine, Entrepreneur, Men’s Health, and other periodicals. Fun and funny, Mary is a college professor, international speaker, and author of award-winning leadership books. Mary’s workshops are content-rich, enjoyable, and tailored to meet the needs of each audience. Dr. Mary Kelly will capture the audience with “Leading for Profit Growth” at the 2021 NTP-STAG Expo.

Corey Perlman
Bestselling author and top-rated speaker Corey Perlman helps businesses succeed through digital
marketing. He teaches well-tested and current social media strategies. As owner of Impact Social Inc.,
Corey Perlman has been at the forefront of digital marketing for over 10 years. He started his career with the eCommerce Division of General Motors, before launching his consulting and speaking business in 2009. Since then, he’s worked with such notable brands as Sysco Foods, The American Healthcare

Association, Dale Carnegie Training and The PGA Tour.

As a keynote speaker, Corey Perlman delivers results with his engaging interactive talks that are always
tailored to serve his client’s individual needs. He is continually rated as a top speaker by companies big
and small.

The celebrated author of two bestselling books, Perlman’s first, eBoot Camp! Ranked No.1 on Amazon in
every major business category. His most recent, Social Media Overload! Simple Social Media Strategies
for Overwhelmed and Time-deprived Businesses has been called engaging, relevant, a must-read, and
spot-on marketing advice for any business. Close to a decade of keynote speaking has produced a long
list of highly satisfied clients.

NEW PRO LMS Platform
Launched in January 2020, the NEW, user friendly NTP-STAG PRO Learning platform is accessible while logged into VIAntp.com under Partner Central. The platform offers access up to over 60 courses that also qualify learners for Mike Molino RVDA CEUs. Register for an NTP-STAG PRO account today!
NTP-STAG continues to monitor the COVID-19 pandemic and are in constant communication with the host venue and local authorities.
For more information about Expo, please visit: https://expo.ntpstag.com/

About NTP-STAG
For more than 50 years, NTP-STAG has been serving RV dealers, retailers and service professionals across the industry. Today, as a division of Keystone Automotive Operations, the company is highly regarded as the leading distribution company for the recreational vehicle market and is uniquely positioned to offer customers and suppliers substantial scale, the most comprehensive inventory selection in the industry, high levels of customer service, and innovative marketing support. NTP-STAG is committed to expanding its offerings to meet the ever-growing needs of its customer base, providing them what they need, when they need it.

COVID-19: How we are responding, a message from our President

To our trusted suppliers and customers:

The unprecedented effects of COVID-19 (coronavirus) are having a tremendous impact on our lives and businesses. The health, safety and wellbeing of our employees, customers and suppliers is our primary concern and we are continuing to take actions to mitigate the risks across all our facilities based upon guidance provided by the U.S. Center for Disease Control (CDC), the World Health Organization (WHO), the Occupational Safety & Health Administration (OSHA) and other public health authorities and resources. We continue to expect that all employees and drivers remain vigilant in maintaining proper hygiene habits in addition to social distancing.

Our practices have been enhanced to include more frequent, regular cleaning and disinfecting of delivery vehicle surfaces such as interiors and steering wheels, remote controls on lifts, doorknobs and other areas of the vehicles that are frequently touched. We have modified travel and in-person meeting policies appropriately and expect our employees to stay home if they show symptoms or feel sick. We have instituted rigorous cleaning and sanitation practices throughout all our warehouses, vehicles, offices and facilities. Where possible, employees have been transitioned to work at home while we have established strict distancing guidelines for associates working in any of our operating facilities.

We actively monitor the fluid developments of this situation as we continue to serve our customers and support the interests of our suppliers. Many of our customers and suppliers are small and medium-sized, independent essential businesses and as a vital component of the supply chain, we are doing everything we can to service them and the communities and consumers they serve. In the furtherance of this objective, we continue to receive and process orders and maintain deliveries where there is demand and not limited by government restrictions.

We understand the economic realities of this unprecedented situation with their impact on our industry and believe that in staying the course, we can take steps to mitigate the disruption to our business partners. We are confident that this challenge will pass, and we will move forward together.

We wish you safety and health and thank you for your support.

Thank you,
Bill Rogers