NTP-STAG has entered into an agreement with Heartland RV to execute fulfillment services for the Elkhart, Ind.-based builder’s warranty program. The collaboration, set to go into effect soon, is designed to result in faster response times, quicker parts delivery, and a better overall experience for Heartland’s consumers and dealer network, according to the manufacturer.
“Our commitment extends beyond the manufacturing process to ensure our customers have an exceptional experience with their Heartland RV after the sale,” said Ryan Juday, president of Heartland. “We continue to invest and partner with quality organizations to improve on the Repair Event Cycle Time (RECT), a pressing issue in the industry, and get people back on the road. We found that NTP-STAG’s logistics capabilities perfectly align with our warranty fulfillment requirements.”
NTP-STAG’s category teams worked with Heartland’s warranty department to identify the SKUs needed to support the program while creating a master stocking plan to address demand.
“Establishing stocking levels and item placement within the distribution network were key considerations to ensure next-day service to Heartland’s customers,” said Juday. “The new program reduces repair and service times by putting warranty parts closer to Heartland’s customers than ever before.”
“Our experience in working with manufacturers over the past year, has given us the opportunity to develop customized warranty fulfillment programs,” said Jon White, RV and towing category director for NTP-STAG. “With Heartland, we found a very engaged management team, focused on finding a solution. We crafted a solution for Heartland that not only utilizes our strategically placed warehouses and delivery fleet, but our inventory control, purchasing and customer support programs as well. We are excited about the partnership and looking forward to the program’s launch.”
From the dealer’s perspective, there will be no changes with regards to how warranties are handled with Heartland.
“After the part is ordered through our on-line portal, Heartland’s order fulfillment process takes over,” said Jim Fenner, Heartland VP of service and quality. “Each part is evaluated for the fastest means of shipping. … The NTP-STAG partnership allows us to minimize down time and maximize customer satisfaction.”
“The RV Industry Association/RV Dealers Association RECT Taskforce’s study on this topic found that out-of-stock parts and long lead times to get parts can add nearly 17 days to a repair,” said White. “We have the tools, capacity and interest to assist any company with this issue.”
