When Complexity Becomes Part of Day-to-Day Business
An industry partner is expanding its product line. New vehicle models are entering the market, the variety of parts is growing, and at the same time, the demands on data quality and system integration are increasing. In day-to-day business, there’s often hardly any time to evaluate every change in detail.
It is precisely in these moments that the importance of a reliable point of contact becomes clear—someone who not only knows the products but also understands the market, can put developments into context, and provides early support before minor uncertainties turn into real problems.
For us at Hengst, that is precisely the role of our field sales team. And for Dirk Rose, it’s part of his daily routine.
What Really Matters to Customers Today
Through his interactions with customers, Dirk Rose has a very clear sense of the issues currently shaping the independent Automotive Aftermarket. Due to increasing complexity resulting from a growing variety of products and models, the topic of data—or data quality—often comes up. But even the basics, such as availability and competitiveness, shape day-to-day operations in the wholesale sector.
For Dirk Rose, this means one thing above all else: listening, understanding, and putting things into context. After all, only those who understand the challenges in detail can develop appropriate solutions.
Rethinking Field Service: Solving Problems Before They Arise
For Hengst, field service goes far beyond traditional customer support. It’s not about reacting to problems, but rather identifying and preventing them early on. At the heart of this is continuous communication with wholesalers. Through regular discussions, we develop a deep understanding of processes, challenges, and future requirements. This is precisely what we at Hengst use to derive concrete measures.
One example of this is our approach to actively simplifying our partners’ day-to-day work. We don’t develop solutions in isolation; instead, we draw on real-world experience. This has led, among other things, to the creation of product kits that simplify handling both at wholesalers and in garages. They bundle relevant components, reduce coordination efforts, and ensure more efficient processes along the entire value chain. We showcase an example of these kits in one of our “ Hengst.garagen Video .”
Understand the data before it becomes a bottleneck
A key issue in day-to-day operations is the quality and availability of data. Clean and structured product data is one of the most important foundations for efficient processes in the wholesale sector, particularly when collaborating with garages.Thanks to the close integration between personal support from our field sales team and our digital platforms, we can identify early on what data will be needed in the future. We use this knowledge to continuously refine our data structures and provide our partners with exactly the information they need for their systems.
At the same time, personal contact remains crucial. When special requirements arise or specific data is needed, the field sales team serves as the direct point of contact. For many customers, they are the first point of contact when it comes to implementing solutions quickly and pragmatically. They support many of their customers over the course of years. This continuity fosters trust, which makes a real difference in day-to-day business. Decisions are made faster, coordination is more efficient, and challenges can be solved together.
For him, one thing is clear: Successful collaboration does not result from individual measures, but from a lasting partnership based on mutual respect.
“If you want to be successful in a market, you need to know and understand it. You can only recognize changes and respond to them if you’re close to the market and close to your customers.”
Dirk Rose
Hengst Field Service
Technical expertise that makes a difference in everyday life
In addition to the data, however, technical knowledge of the products is also a fundamental foundation for the field service team. This includes not only basic knowledge of filtration but, above all, an understanding of how the individual components in the engine compartment interact.
At Hengst, specialized trainers support the field service team with in-depth technical expertise. We actively share this knowledge. However, when it comes to the finer details, we support our customers with technical training sessions. Both wholesalers and garages can benefit equally from practical product training sessions that go beyond mere theoretical instruction. This knowledge ensures greater confidence in day-to-day operations and reduces sources of error throughout the entire supply chain.
Contact
If you are interested or have any questions about training courses, please feel free to contact us.
Market proximity is more than just a presence
In the independent Automotive Aftermarket, success isn’t determined by the product alone. It’s the interplay of understanding, experience, and market proximity. The field sales team plays a central role in this. It bridges market requirements with internal processes, brings structure to complex issues, and ensures that solutions reach where they’re needed.
At Hengst, this is exactly how we view market proximity—not as a sporadic presence, but as an ongoing dialogue aimed at making our partners’ day-to-day operations measurably easier.
