Encompass Speeds Part Identification | Blitzz

With Blitzz’s app-free video support, agents can now identify parts instantly, boosting first-call resolution rates, reducing shipping errors, and improving overall customer satisfaction.

About Encompass

Encompass Supply Chain Solutions is one of the nation’s largest distributors of repair parts and supply chain services for appliance, HVAC, consumer electronics, and related industries. Headquartered in Georgia, Encompass supports both B2B and direct consumers with a mission to deliver the right part, at the right time, with exceptional customer care.

The Challenge: A Disconnect in Part Identification

As one of the country’s largest suppliers of repair parts for home products, Encompass is dedicated to providing a top-notch customer experience. Historically, when customers needed help identifying a model number or specific part, the support process relied entirely on verbal descriptions over a phone call.

This method often resulted in:

• Confusion and Frustration: Customers and agents struggled to communicate complex visual details accurately.
• Inaccurate Identification: Verbal descriptions sometimes led to incorrect part identification.
• Inefficiency: The back-and-forth communication required more time per interaction and often necessitated follow-up calls or repeat attempts to identify the correct part.

Encompass needed a solution to bridge the visual gap between their agents and the physical products in the customer’s home.

The Solution: Seamless, App-Free Video Support

Encompass selected Blitzz Concierge—an app-free mobile video platform—to integrate visual support into its customer service workflow.

Key features utilized by Encompass:

1. App-Free Access: An Encompass agent simply sends a link via SMS text message to the customer. When the customer clicks the link, the agent instantly gains a secure, real-time view through the customer’s smartphone camera, eliminating the need for cumbersome third-party app downloads (like Zoom or Teams).
2. Augmented Reality (AR) Collaboration: Both the agent and the customer can use the AR feature to draw, highlight, and annotate on the live video stream in real-time, pointing out model numbers, serial tags, and specific components.
3. Instant Visual Identification: Agents can immediately identify model numbers and visually confirm replacement parts, eliminating the guesswork associated with audio-only communication.

“We aim to provide a top-notch experience for our customers and supply them with the specific parts they need exactly when they need them. Blitzz is an invaluable tool to help us accomplish that mission. It’s very user-friendly for customers and agents alike and offers seamless support that keeps our business running smoothly.”

- Jim Scarff, VP of Customer Support @ Encompass

“Blitzz is an invaluable tool that helps us give customers the exact parts they need, right when they need them. It’s simple, seamless, and keeps our business running smoothly.”

The Results: Increased Efficiency and Customer Satisfaction

By leveraging Blitzz Concierge, Encompass transformed its part identification process, leading to measurable improvements in efficiency and customer satisfaction:

• Less Guesswork: Live video provides clear, visual evidence, ensuring customers are no longer left to guess whether they are properly identifying parts or where a model number is located.
• Fewer Callbacks: Encompass is now able to identify the specific parts needed during the first customer interaction, reducing the need for follow-up calls and increasing first-call resolution rates.
• Faster Delivery: The immediate visual identification removes the time-consuming back-and-forth communication, allowing Encompass to process orders for replacement parts faster and ship them out sooner.

Key Success Metrics

Conclusion

By integrating Blitzz Concierge into its customer support process, Encompass Supply Chain Solutions eliminated the guesswork from part identification. Agents can now see exactly what customers see, enabling instant, accurate assistance that reduces errors, speeds up order fulfillment, and boosts customer satisfaction. Blitzz has become an essential tool in Encompass’s mission to deliver the right part, at the right time—every time.