Mobility supplier Van Os Medical has very recently opened a £1.1m logistics facility in North Yorkshire which it hopes will help to deliver the 24-hour spare parts service it offers on its products.
The new building will complement Van Os’ two existing sites, which include offices in Sherburn and a warehouse in York, which holds all its powered equipment.
Claiming to be one of only two mobility suppliers signed up to Motability’s 24-hour spare parts delivery service (the other is Electric Mobility), Van Os has restructured its logistical operations around the new site.
“It means that we can just concentrate on getting all the spare parts out. It sounds like a small issue but it’s massive. You’ve got to be able to look after people. Importantly, we can get the spare parts to the dealer quickly because if the end-user’s product breaks down, they need the part off the dealer quickly,” managing director Scott Crabtree told AMP.
“We now operate on a next day delivery on spare parts on 95% of our inventory. It’s expensive but the proof is in the pudding – we’re 10 years old in January and that’s 10 years of growth.”
While the service is challenging to manage as the fleet expands Crabtree maintains that its offering is important for its dealer network and ultimately for the end-user.
“Customers love it. If they’ve got a problem on a Monday morning, on the Tuesday afternoon a parcel arrives for that product – that’s fantastic for them and it’s brilliant for us and our reputation.”
Van Os supplies around 150 key dealerships in the UK and believes that quality should come before anything else when it comes to the products it offers.
The UK arm of the Dutch firm is virtually a self-serving entity now and it provides equipment for the NHS through Ability Matters and for major resellers including Tesco and Costco, as well as specialist mobility retailers like Beechfield Healthcare.