Service Parts Assistance Center (Automotive)
SPAC is a dealer-facing contact center that provides order status and tracking, pricing, availability, invoice re-queue and other critical supply chain assistance functions that support dealer parts departments, warehouse distributors, mass merchandisers, consumers and personnel in the United States and Canada. SPAC is staffed by a team of aftermarket consultants trained to use the client’s service parts order processing systems to track the distribution of parts through the supply chain.
Services are provided in English, Québécois French and Spanish.
Parts availability and transportation logistics concerns are the primary customer inquiries handled by SPAC. Consistency across front-line agents in their use of work tools and responses to dealers is critical for minimizing repeat contacts.
Variable influences can include supplier insolvency, weather, warehousing logistics, cycle time to establish inventory, new vehicle launches and discontinued product lines.
The SWAT (Service With Action Team) is the component of SPAC that provides a triage function to resolve inquiries related to many of the variable influences.