CENTER LINE — 1st Source Servall, one of the largest distributors of appliance parts in North America, Tuesday announced it has launched a new state-of-the-art ordering and customer service system throughout the company.

The service system allows customers to inquire and purchase any of the company’s thousands of appliance parts through their preferred communication channels, including social media platforms such as Facebook and SMS texting, while receiving the return communication in the same format used to place the inquiry or order.

Customers currently place orders or communicate with the company’s award-winning customer service via phone, in store visits and online, but 1st Source Servall is now the first within the industry to enhance its ordering and customer service processes to meet the growing demand of customers who want to utilize SMS texting and social media. This is especially beneficial for appliance repair professionals, a large segment of the appliance part industry, because this will allow them to determine pricing, inventory availability and order parts from the road or at the customer job site without the financial burden of purchasing new technology. Anyone with a cell phone or a smart phone now can place an order or ask a question various ways without taking time out of what they have scheduled.  An appliance repair professional can order a part while working on the appliance, with a quick text and finish the job as the reply comes back to his or her phone, saving time for them and their customer.

“The decision to enhance our ordering system and customer service is based on our desire to give our customers the flexibility to order products and ask questions through the communication vehicle they prefer that fits their busy schedules,” said Kim Alder, president, 1st Source Servall.  “We are confident this new system will distinguish us from our competition providing customers the most convenient options of ordering the parts they need as well as having much quicker access to our customer service representatives.”

1st Source Servall said it made a “major investment” to overhaul the company’s customer service and ordering technology. During the due diligence process, the research showed that it was imperative to use social media and text messaging because of the growth potential within these communication channels.

The newly launched technology is already achieving many of the objectives that 1st Source Servall set out to obtain. The new system is cutting wait times and allowing orders to be processed much more efficiently, especially by those using social media and SMS texting. The company estimates that the new technology will help improve its industry leading customer response times by another 30 percent.

In addition, the new technology features multimedia queuing, which will allow customer service representatives to speed up response times and reduce abandonment rates.  Multimedia queuing offers smart features like intelligent call delivery, allowing the best customer service functionality. Calls can be routed to specific agents, based on pre-set parameters to match the caller with the agent best suited to help the customer. Customers will also be able to web chat live with a 1st Source Servall representative to place orders.

“Our business model has always focused on providing personalized and superior customer service and the launch of our new customer service and ordering technology is just another example how we are constantly looking at providing our customers with the utmost convenience,” Alder said. “We realize the needs of our customers are always changing and as an innovator in the industry we need to stay ahead of the curve in anticipating how we can help save them time and money.”

To use SMS texting to place an order a customer must text the phone number (585) 480-2167. For customers wanting to use Facebook to order parts, they must “like” and then place the order through the page’s private messaging option.

Founded in 1929, 1st Source Servall ( is a third-generation family-owned and operated distributor of appliance parts. With branch offices and call centers located throughout the Midwest, Southwest, Southeast and Northeast, 1st Source Servall is one of North America’s largest distributor of appliance parts.


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