NTP-STAG News Article

NTP-STAG Rolls Out New Customer Service Features Within VIA Account Center

  • 6/11/2018 12:00:00 AM
  • Harneet Kaur

Exeter, PA - NTP-STAG is pleased to announce several customer service enhancements to the Account Center on viantp.com. “We are always looking for ways to leverage our online B2B platform to provide better resources, tools and communication that makes it easier to do business with us,” says Tom Romanoski, Director of Customer Care at NTP-STAG.

The foundation for the company’s development process was customer feedback. “We were careful to listen to what our customers were saying and discovered that our internal team had similar interests in sharing information faster allowing said customers to self-service more during any hour of the day,” states Romanoski. The site improvements were engineered internally and launched at the beginning of June.

The Account Center enhancements allow NTP-STAG customers to review their invoice history, initiate return to stock MRA requests, view accounts receivable billing and payment history as well as their order history. The new interface even allows customers to cancel an order and view what will be delivered that day.

“These upgrades provide our customers the information they need when they need it to help manage their accounts with us. We do that every day with the products we deliver and now we can do it with customer information, too,” says Romanoski. “These are great additions to our customer service model and we have already started working on creating new user guides and “how to” videos for the site to help our customers learn how to take advantage of these improvements.”

To learn more about the Account Center on viantp.com, active NTP-STAG customers simply need to login and click the Account Center button located in the top right corner of the site. They can also contact their account representative for a site tour and tutorial.

For more than 50 years, NTP-STAG has been serving fellow enthusiasts and professionals across the industry. Today, as a division of Keystone Automotive Operations, the company is highly regarded as the leading distribution company across the recreation 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 most.

Recent Articles

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

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

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.

NTP-STAG Welcomes Ruggable to its Interior Accessories Category

EXETER, PA – NTP-STAG welcomes Ruggable to its interior accessories category, a two-piece system featuring a washable rug cover and detachable non-slip pad. This patented product is constructed of non-toxic and naturally flame-resistant materials, comes in a variety of trendy designs, and is stain resistant as well as pet friendly. Ruggable is cushioned for comfort but lightweight enough for easy lifting and washing, making it an ideal choice for high-traffic areas.

“We’re pleased to include Ruggable as part of our vast line of RV aftermarket products. The product offers creative solutions that transition from RV and travel trailer use to home and outdoors,” said Ron Weatrowski, Category Manager at NTP-STAG. “Furthermore, our exclusive relationship with Ruggable highlights our commitment to aligning our customers with the right product at the right value,” he added.

Michael Malm, Executive VP of parent company Crystal Art Gallery shares the same sentiment about the new venture, adding, "We are very excited to partner with NTP-STAG for the distribution of the Ruggable two-piece rug system within the RV market. Because this patented solution allows the consumer to be able to peel the top of the rug off of the non-slip base for easy cleaning in a home washer and dryer, we feel confident that RV owners will embrace this new format rug as standard equipment in every RV across the country. It will make clean up after a trip so much easier and is an especially good solution for those consumers with pets."

For more than 50 years, NTP-STAG has been serving fellow enthusiasts and professionals across the industry. Today, as a division of Keystone Automotive Operations, the company is highly regarded as the leading distribution company across the recreation 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 most.

NTP-STAG Welcomes Stellar Innovative Products

EXETER, PA – NTP-STAG welcomes Stellar Innovative Products to its LP Gas category. Stellar Innovative Products was founded in 2016 with a goal of developing clever and useful products. The core team of designers and engineers at Stellar Innovative Products is focused on that mission with its first product to market, the Valve Grip.

Offering a safe and easy way for customers to open and close propane tanks, the Valve Grip is an attractive add-on accessory for campers, boaters, tailgaters, and RV enthusiasts. Stellar Innovative Products is also developing The Badge, a patent pending, snap-on bike accessory. Made of aluminum and stainless steel, The Badge comes in two finishes and can be personalized with custom engravings.

“Our team is always excited to welcome aboard new brands with a creative and useful line of products,” said Ron Weatrowski, Category Manager at NTP-STAG. “NTP-STAG is proud to be an exclusive distribution partner of Stellar Innovative Products in the RV aftermarket, and we look forward to offering its growing line of products to our customers,” he continued.

For more than 50 years, NTP-STAG has been serving fellow enthusiasts and professionals across the industry. Today, as a division of Keystone Automotive Operations, the company is highly regarded as the leading distribution company across the recreation 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 most.

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