In order not to leave the field to third-party suppliers, OEMs need to understand why their customers prefer alternative offers instead of buying original parts from them. One might assume that price is the decisive factor. In reality, however, other factors play a role:
Better solution orientation
Machine damage and downtime are associated with sensitive costs for operators. That's why what counts more for them when it comes to service is that their problems are solved quickly. The price of the spare part they are looking for is secondary.
Those who position themselves as fast problem solvers have an advantage over OEMs — even if the latter offer more attractive prices.
Many third-party suppliers sell their spare parts online. They occupy the top positions in the search results on Google, Bing, and similar platforms. The gray market offering is therefore perceived by many customers as easier to access and quicker to use than, for example, ordering spare parts via an OEM's analog spare parts catalogs.
Many machine manufacturers are currently optimizing their spare parts management in order to shorten delivery times. However, the above-mentioned challenges in the aftersales area are slowing them down. As a result, non-original spare parts from gray market suppliers are often available more quickly than original parts from OEMs.