Overview

Advance Auto Parts serves millions of customers who depend on the auto aftermarket leader for access to everything from batteries and brakes to wipers and wrenches – and so much more.  In launching its CrossView-powered Web store, the retailer brings to market an online inventory of more than 100,000 SKUs along with “turbocharged” customer service and advance features that put shoppers in the driver’s seat.

 

Reference Site

http://www.advanceautoparts.com

Reference Image

Customer Background

Headquartered in Roanoke, Va., Advance Auto Parts, Inc., a leading automotive aftermarket retailer of parts, accessories, batteries, and maintenance items in the United States, serves both the do-it-yourself and professional installer markets.  As of October 10, 2009, the Company operated 3,418 stores in 39 states, Puerto Rico, and the Virgin Islands. 

Business Need

“The biggest thing customers want to accomplish is finding the right part or tool in the least amount of time and having multiple options to complete the purchase,” says Scott Bauhofer, senior vice president and general manager, E-Commerce, Advance Auto Parts. “Giving shoppers the ability to navigate the site quickly and easily was a top priority.”

Business Solution

The enhanced website includes powerful search features, and high-speed movement from page to page. Customers can easily purchase auto parts and accessories through the user-friendly site around the clock. The business-to-consumer site features a streamlined shopping cart and multiple shipping options that enable buyers to purchase online and pickup in local stores or receive at-home delivery.
The Web store also includes advanced features such as a drop-down menu on the home page that immediately takes shoppers to multiple departments organized by categories such as replacement parts, auto parts, brakes, batteries, performance, accessories, and tools and garage. 


Integrated and hosted by CrossView, the website leverages several best-in-class integrations, including customer reviews using technology from PowerReviews, transaction processing services from PayPal and CyberSource payment management.  The site also reflects the close collaboration between CrossView and the AAP team dedicated to the project, which lent technical expertise as well as insights into the features and functionality consumers want from the site. 

Visitors to the website also can locate their nearest local Advance Auto Parts store, as well as find articles, online videos, and audio and video podcasts in the website’s “Advance Know-How” section.
Additional assistance is available 24-hours a day, seven days a week via the Customer Care Center at 1-877-ADVANCE, offering a variety of services such as online and phone ordering, store, warranty and return questions. The Customer Care Center line features Interactive Voice Routing (IVR) so callers can route their questions to the appropriate customer care expert.   In addition, customers may choose to speak to a customer care expert in either English or Spanish.