Schaeffler’s new AI-assited PartFinder
Schaeffler has introduced a new AI-assisted online enquiry tool designed to help professionals in the trade quickly identify the correct replacement parts they need. PMF catches up with Schaeffler Technical Hotline expert, Simon Perring.
Available through a link on the Schaeffler online catalogue page, or by heading direct to www.rdr.link, PartFinder allows users to submit part identification enquiries directly online. Once submitted, users receive a unique ticket reference number and email confirmation, ensuring every enquiry is tracked.
Schaeffler reported the tool has been introduced to support the “growing number of technical and product number enquiry calls” made to the REPXPERT hotline by both workshops and motor factors.
While the technical hotline also remains fully available, Schaeffler believes the new online system offers several advantages, particularly for workshops:
- Free and faster enquiry submission
- Clear tracking through a ticket reference number
- Email confirmation for records
- Easier to follow-up previous requests
- Reduced waiting times during busy periods
Schaeffler added that PartFinder is especially useful for workshops needing quick clarification on vehicle applications, part references or product identification, and by submitting enquiries online, users can provide detailed vehicle information to help the Schaeffler technical team respond more efficiently.
Partfinder Q&A with simon Perring
Q. How does PartFinder fit into a motor factor’s day-to-day workflow, particularly when handling high volumes of part identification enquiries?
A. As vehicles and systems become ever more complex, with a much wider selection of engine and transmission options, the number of enquiries we receive asking for help in identifying the correct components continues to grow.
The whole concept behind the creation of Schaeffler’s AI PartFinder system is to free up the time spent by both installers and parts distributors in trying to get assistance identifying these correct parts.
The PartFinder system will help installers and parts distribution staff get some of this time back, so they can handle all the other aspects of the business.
Q. What kind of response times can users expect compared to the REPXPERT hotline, and how will this improve service levels to trade customers?
A. Schaeffler’s technical hotline currently receives up to 300 calls per day, with a limited number of technical staff available to answer them.
With the number of basic catalogue enquires growing, the team is unable to concentrate on assisting with technical enquiries, which means that the queue of callers requiring genuine technical support will continue to grow, even if the overall number of calls remains the same.
The PartFinder system requires that the user adds the vehicle details, such as VRN, and ticks some basic drop-down boxes, like manual or semi-automatic transmission and with or without start stop. They then select the components they require – RepSet DMF or RepSet Pro, for instance – and then press send. They can then carry on dealing with their day-to-day business, returning to check their e-mail inbox later to see the result of their enquiry, with no hanging around waiting on the phone.
Since its soft launch in mid-January, PartFinder has already handled over 3,000 cases, with an average response time of 7.5 minutes. Once it reaches full capacity, it will operate 24/7, with a target response time of approximately four minutes and resolutions delivered by email.
Q. Can PartFinder support cross-referencing between OE and aftermarket part numbers to help reduce ordering errors and returns?
A. PartFinder is capable of providing accurate cross-references from OE numbers; however, we find that OE number crossover in some motor factor systems can sometimes highlight just elements of a kit, but they do not consider certain important qualifiers, such as accurate build dates, transmission variants or component mix etc. Schaeffler always advises using the VRN as the primary search option in PartFinder, with VIN number as a secondary qualifier which can ensure a more accurate identification of the parts required for each specific vehicle.
Q. How does this launch reflect Schaeffler’s wider investment in AI, and what future developments can the trade, not just motor factors, expect from this technology?
A. Schaeffler has implemented various AI systems for internal operations for some time and invested in teams dedicated to ensuring that AI development is targeted so each application delivers a direct and positive result in operational or manufacturing procedures. Schaeffler’s PartFinder is the first AI-based system that had been specifically created for external use, by an international development team assembled to work on this specific project. Since its inception in January 2024, a team of IT/software/holistic/programme developers and vehicle technical specialists has adapted and improved the PartFinder experience to ensure it delivers the best possible performance and accuracy in the most user-friendly way.
Future additional functions planned for the system will add full connectivity to not just our catalogue systems, but also to additional valuable information relating to the requested parts, the latest service information, technical bulletins, workshop manuals and training videos.
So, the current version of PartFinder is only laying the foundations for a more advanced system that will provide a wealth of value-added benefits to the entire motor trade as it evolves.
