Executive Summary
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| CATERPILLAR | DEALERS |
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ECOMMERCE GUIDELINES
The following guidelines are intended to provide a framework for development between Caterpillar and dealers in eCommerce.
OPERATIONAL DEFINITION
These eCommerce Guidelines address the process of finding, purchasing and receiving parts on a desktop computer or mobile device to repair or maintain Caterpillar equipment for optimal performance and uptime. Customer expectation for eCommerce varies greatly based on their size and operating model. Multi-national customers typically have their own ERP system with standard processes and requires integration within their business system and processes. Mid-size customers typically pool their purchases through a procurement department to leverage scale and requires quick order entry for speed and efficiency. Small retail customers typically purchase through local parts stores or mobile devices, whichever is more convenient.
FINDING PROCESS will typically include the following elements:
- Search by key words or part number. Results can be further filtered by equipment model, serial number prefix or serial number
- Integration with Caterpillar Service Information System (SIS) to look at schematics and as-shipped consists to find all the parts needed for a repair
- Internet search engine such as Google, Bing, Yahoo, etc.
- Internet social platform such as Facebook, Youtube,
- Online cross-reference sites
PURCHASING PROCESS will typically include the following elements:
- Dealer invoice
- Dealer revolving credit
- Credit cards
- Mobile payment (ApplePay, WeChat Pay, AliPay, etc.)
RECEIVING PROCESS will typically include the following elements:
- Preset dealer delivery
- Third party logistics (UPS, FedEx, DHL, etc)
- Drop box locations
- Pick-up at dealer branches
- Timing: immediate / machine down (0-1 day), normal / replenishment (2-7 days)
| CATERPILLAR POSITION STATEMENTS |
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- Caterpillar will provide eCommerce solutions designed to meet the needs of customer segments from retail through large multi-national companies.
- Caterpillar will expand the reach of integrated procurement offerings while researching new streamlined offerings to increase velocity of deployments.
- Caterpillar will expand retail functionality in Parts.Cat.Com to reach new customers through dealer fulfillment.
- Caterpillar will continue to enhance CatPeijian.cn to reach more customers with expanded parts and functionality.
- Caterpillar will focus on more seamless integrations with enterprise Cat applications and dealer sites to enhance the overall customer experience.
- Caterpillar will drive standardizations across eCommerce sites to provide a more common experience for retail customers.
- Caterpillar will continue to collect customer input through interactions and analytics to drive future enhancements across the platforms.
- Caterpillar will work across internal departments to drive improvements in parts content to enhance the customer’s part selection across sites.
- Caterpillar will continue to partner with the dealer network in reaching customers through online search engines, precision marketing and other digital channels.
| CATERPILLAR FOCUS | DEALER FOCUS |
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