Flexeserve partners in the U.S. with Parts Town

As we increase our commitment to North America, we’re ensuring excellent parts ordering and delivery for our U.S. customers, distributors and dealers.

To achieve this, we’ve appointed Parts Town, the world’s largest distributor of OEM parts for the foodservice industry, as our exclusive parts distribution partner for North America.

This is the latest move in our strategic vision for growth in North America and support of our U.S. customers. It will enable us to deliver an even better experience for our customers and distribution network.

Jamie Joyce, CEO of Flexeserve, said: “We’re committed to developing a strong presence in North America. Major U.S. and globally-operating customers have chosen our true hot-holding for their hot food programmes, and they require the same level of support we give customers across the UK and Europe.

“We are extremely proud to be the hot-holding partner for these customers – that’s a responsibility we take very seriously. By selecting Parts Town, North American customers can be assured of our support for their hot food operations and the continuity of their Flexeserve unit estate.”

Who is Parts Town?

We’ve selected Parts Town for its excellent reputation built on expertise, reliability and resources. With Parts Town on board, we can provide the best possible aftercare for our North American customers, distributors and dealers.

Based out of Chicago, Parts Town is a restaurant and foodservice equipment parts distributor founded in 1987. They’ve become the world’s largest distributor of OEM parts for the foodservice industry, with the largest in-stock inventory of OEM parts in the world and employing over 1,750 team members.

Parts Town – owned by PT Holdings – also owns First Choice, which we selected in 2021 as our chosen partner for the fulfilment of parts supply for our industry-leading hot-holding equipment in the UK and selected overseas markets. Since then, they have demonstrated that they are the perfect partner to assist our customer base in the UK and Europe, and Parts Town will replicate this success for us in the U.S.

Parts Town offers great capacity for enhanced customer support, handling 1,400 calls per day on average across 48 brands. The business has also committed significant investment into the digital aspect of its service delivery, having created the industry’s first mobile app. This, together with their ecommerce website – the most utilised genuine OEM parts website in the world – enables customers to research and purchase parts with ease.

Colten Kohler, Director of Manufacturing Relationships at Parts Town, said: “We’re delighted to be extending our resources to the North American customers of Flexeserve. We know that this is a brand doing amazing work for the hot food operations of an impressive and ever-growing list of customers here in the U.S., and we’re more than ready to support them.”

What you can expect with Parts Town

With Parts Town, we can offer our end users and distributors a high quality, personalised customer service:

Same-day shipping on all in-stock Flexeserve parts until 9PM ET, 5PM PT.
All customer inbound calls answered within 3 rings from 7AM to 8PM CT, Monday to Friday.
Their team of technicians providing telephone support for parts identification and guidance on self-installing – with a 90%+ first time fix rate.
Full reporting via their performance dashboard, providing Flexeserve with the most up-to-date status on aftersales customer service.

Parts Town’s app, the first and #1 mobile app in the industry, gives you access to innovative tools wherever you are, including:

Parts ordering
Order history and tracking
Live chat
Quick search
Saved manuals
Interactive diagrams
Shopping cart synchronised with website, and vice versa

We’ll be making full use of the app and all of Parts Town’s digital investments. Flexeserve manuals will be available via the website, mobile app and texting feature. Set up as smart manuals, these will be hyperlinked to lead you directly to product pages, so you can view 360-degree images, pricing and availability. You’ll also be able to access interactive diagrams of our units, with detailed images and summaries of parts – so that you can easily identify the correct part you need.

Part of our way forward

Jamie said: “In addition to its sterling reputation, Parts Town is clearly a very innovative company – with its outstanding track record in digital investment, for example. Flexeserve prides itself on the innovative, one-of-a-kind hot-holding solution it provides and so Parts Town has felt like a great choice – they’re a company as forward-looking as we are.

“Having partnered with First Choice in April of this year for the supply of parts in the UK and selected territories in Europe, and having seen the great work they do, Parts Town is also an assured choice for us – we know the level of service our U.S. customers will receive.

“This is an incredibly important partnership for us. Sales of our products in the U.S. have risen exponentially over recent years and we are actively developing our presence in this territory, as it represents vast potential for Flexeserve. With great sales growth comes great customer service responsibility – and Parts Town offers the capacity for customer support that we need to fulfil our long-term ambitions in North America.”