Masterack

Masterack Launches New Website Powered by User Research

Peachtree Corners, Georgia, September 28, 2022.  Masterack, a designer and manufacturer of top-quality products for commercial-grade vans and cargo management solutions, proudly announces the launch of its redesigned website at www.masterack.com.  

Discovering User Needs

Instead of following the competition, Masterack took the lead by partnering with SHERPA Global to interview distributors and find out what would be most helpful in a new site.

“Distributors are loyal to Masterack because of their relationship to its staff and the quality of its products,” said Jef Blocker, UX Researcher for usability testing. “They want features that help them sell more Masterack products to their customers and ways to quickly get the information they need when they have a customer in front of them.”

Innovating Solutions

The site now features a more robust online product catalog with updated images, additional specs, and trade packages. Distributors can now request a quote directly from the online catalog instead of calling or faxing the Masterack Client Services Team.

Distributors can also enter their sales acknowledgment or purchase order number in Track My Order on the website to receive real-time order status instead of calling Masterack. If the order has shipped, distributors can check the delivery status with the carrier with the tracking number link included in Track My Order.

“Distributors are busy people who need answers now,” said Robyn McKinney, Senior Director of Client Services at Masterack. “Giving them ways to get those answers quickly is a huge advantage.”

Applying a Lean Approach

Although Masterack doesn’t receive many warranty claims due to the high quality of their products, they reimagined the online claim process to eliminate the need for the current back-and-forth process by telephone. Distributors can now provide the essential information the Client Services Team needs to initiate the claim—including attaching photos.

“As a Business Unit of JB Poindexter & Co (JBPCO), our goal is to accelerate Masterack’s performance through innovation while delivering superior products,” said Matthew Eul, Director of Marketing at JBPCO. “We’ll continue investing in crafting excellent digital experiences for its customers.”

The new website goes live on Monday, October 10, 2022.

About MASTERACK

Now a Business Unit of manufacturing powerhouse J.B. Poindexter & Co, Masterack has built trusted relationships with fleet servicing contractors, utility construction, appliance repair, pest control, and insurance carriers across the U.S. and continues to do so today.

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