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Case Study

O'Reilly Auto Parts

Perle provides connectivity technology with serial to Ethernet, Ethernet to fiber and device networking.

Headquarters:

Springfield, Missouri

Trading:

USA

Industry:

Retail

Equipment:

POS Systems

The Aim

The O’Reilly Auto Parts store footprint is huge. Thus reliable and functional point of sale hardware is a must.

Mercom supports this by:


Supporting an in-house team of point of sale repair professionals.


Precise, timely cost-effective repairs of all hardware sent out; and taking a flexible and proactive approach to the receipt and return of the repair work.

Specifics of the Solution

Mercom has complimented the in-house point of sale team at O’Reilly Auto Parts for over 10 years. The repair process is seamless, as first line support at O’Reilly Auto Parts is responsible for the initial examination and testing of equipment that comes in as faulty. With a replacement piece of POS hardware sent back to the store, devices in need of repair are pooled until there is a sufficient amount to pass on to Mercom.

On receipt, Mercom carries out repairs across the full range of point of sale equipment. At present this includes barcode scanners and check readers, and previous legacy equipment serviced included dedicated point of sale keyboards, monitors and receipt printers.

Additional Implementation

Mercom contributes to the slick logistics of O’Reilly Auto Part’s repair logistics. When a batch of equipment reaches a level that is sufficient for repair, the in-house team arrange for it to be sent to one of the company’s distribution centers located near Mercom’s repair depot.

Mercom’s logistics team then collect the equipment and it is scanned on to Mercom’s own repair system for tracking. Mercom’s repair technicians then get to work. On completion, devices are packed and returned to the O’Reilly Auto Parts distribution center where they are

held for future deployment.

Introduction:

O’Reilly Auto Parts has a long history in the automotive business. Already well experienced in the trade, a father and son team began the operation in 1957 with one store and thirteen employees. Now, O’Reilly can be found in 39 states, with store numbers approaching 4000 and 23 distribution centers. It is in the top 3 of auto parts distributors in the USA and its stock is traded publicly.

The philosophy of the founders remains firmly embedded. This is based on growth and progress, for both O’Reilly as a company and its team members. Adding further stores means that the IT and technical teams have an important responsibility at O’Reilly to assist colleagues, and ultimately customers, effectively.

Book Service

Providing further personal input, head of operations at Mercom, Tony Alcock, serves the O’Reilly Auto Parts account with visits to take part in service review meetings to make sure that a stellar repair service is being provided. 


"Mercom recently completed in excess of 2000 check reader repairs and handled this number extremely well."


- Richard Bell, O'Reilly Auto Parts

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