How Parts Town Transformed Technical Support and Training with Bloomfire

As Parts Town expanded as a global leader in OEM restaurant equipment parts distribution, managing an ever-growing repository of technical knowledge became a significant challenge. Teams struggled with deeply nested folder systems, outdated documents, and time-consuming searches for the right information. Every second mattered, whether helping a technician in the field, identifying the correct part, or ensuring manufacturer partners had the latest updates.

In 2017, Parts Town implemented Bloomfire to centralize knowledge and streamline access to critical information. What began as a solution for managing technical service resources quickly evolved into a company-wide platform for enhancing efficiency, training, and collaboration. 

Improving Accuracy and Efficiency in Technical Support

Bloomfire now houses nearly 20,000 pieces of content, giving employees instant access to technical manuals, wiring diagrams, and troubleshooting guides. Instead of spending time searching through folders or outdated documents, teams can find the answers they need immediately.

Parts Town’s technical support teams refer to Bloomfire dozens of times daily, ensuring customer inquiries are resolved more efficiently. The ability to locate accurate, up-to-date information on the first search has improved success rates and reduced the need for follow-ups.

“In the past, it would take me longer to show people where the information was than to give them the answer. Now, with Bloomfire, we tell our team, ‘Look here,’ and they find exactly what they need.”

A Scalable Solution for Training and Onboarding

Parts Town also integrated Bloomfire into its training program, dramatically improving the onboarding process for new employees. During their six-week training, new hires review 60 to 75 pieces of content in Bloomfire, ensuring they have a strong foundation before working directly with customers.

When Parts Town underwent a company-wide ERP system switchover, Bloomfire became a critical resource. After five to six months of preparation, teams used the platform to centralize training materials, SOPs, and glossaries, ensuring a seamless transition.

“We spent months preparing for the ERP system switch by training employees to use Bloomfire as our single source of truth. The result? A smooth crossover and recognition from leadership on how well it went.”

Facilitating Collaboration with Manufacturers

Bloomfire has also strengthened knowledge-sharing between Parts Town and its manufacturer partners. Instead of waiting for updates or searching multiple systems, teams now have direct access to manufacturer-uploaded content, including technical bulletins, service procedures, and product specifications.

“Our manufacturers now upload their own technical documents and training materials. That means our team gets the latest, most accurate information immediately—no more chasing updates.”

Driving Long-Term Growth with a Culture of Knowledge Sharing

What started as a tool for technical support has evolved into a company-wide knowledge management solution. Bloomfire has helped Parts Town with the following:

• Reducing search time and improving response accuracy
• Cutting onboarding time by making training materials more accessible
• Increasing efficiency and confidence across teams
• Ensuring seamless knowledge transfer during significant system changes
• Enabling real-time collaboration with manufacturers

For Parts Town employees, Bloomfire has become second nature. Team members know that if they have a question, the answer is likely already documented in the platform, reducing repetitive inquiries and improving knowledge retention.

Parts Town’s knowledge management strategy continues to evolve, with Bloomfire playing a central role in supporting growth, scalability, and service excellence.