Operations Services Case Study
AZ Partsmaster
AZ Partsmaster needed an operations expert to launch and scale a managed services model.
Breaking away from the pack with a managed services strategy that delivers for customers and scales for growth.
“Thanks to TechCXO, AZ Partsmaster has already experienced strong acceptance from each of our clients participating in our pilot program, which was developed and deployed with the leadership of our Executive Operations Partner, Kevin George.”
— Darren Rawson, President, AZ Partsmaster
Overview
AZ Partsmaster is a nationwide distributor of maintenance, repair, and operations (MRO) products, serving more than one million apartment units across the U.S. With a 30-year track record in the multifamily housing industry, the company has earned a reputation for reliable service and deep customer relationships. But in a commoditized market, where large competitors dominate with scale, AZ Partsmaster needed a bold move to stand out.
That move? Transitioning from product supplier to managed services partner.
Challenges
- As the company looked to grow market share and deepen customer engagement, it faced a familiar set of challenges:
- Competing with large-scale rivals like HD Supply, Grainger, and Amazon Business
- Limited perceived differentiation in product or service offerings
- Internal leadership capacity stretched too thin to design and launch a complex new initiative
The concept of a managed services model was compelling to leadership, but executing it required operational know-how, cross-functional coordination, and a strategic go-to-market plan.
Goals
To get where they wanted to be, AZ Partsmaster needed to:
- Design a managed services offering that delivered measurable value to clients
- Build internal systems, processes, and technologies to support it
- Pilot the offering with actual customers to validate impact and refine delivery
- Establish a repeatable go-to-market model that could scale with demand
Solutions
- To help drive this transformation, AZ Partsmaster brought in TechCXO’s Kevin George as fractional COO. Working alongside company leadership, Kevin helped bridge strategic vision and practical execution, translating a compelling concept and model into a concrete, scalable service offering.Kevin:
- Designed and operationalized the managed services model with input from cross-functional teams
- Identified and implemented key systems and process enhancements
- Led the pilot deployment with select customers, integrating learning in real-time
- Collaborated with leadership to develop a phased, strategic go-to-market plan
As fractional COO, Kevin George led the transformation from concept to execution, turning AZ Partsmaster’s managed services vision into a pilot-tested, customer-validated model.
Fractional COO
Kevin is a Partner in TechCXO’s Operations practice, bringing over 25 years of experience leading operational transformations and strategic growth initiatives across industries.
Outcome
Still in its early stages, the managed services pilot has already delivered measurable impact. Clients participating in the initial rollout have embraced the new model, citing improvements in procurement efficiency, product standardization, and technician productivity.
Internally, AZ Partsmaster is also seeing returns: fewer and more efficient deliveries, increased sales and service productivity, and a more strategic role with customers.
The managed services model positions AZ Partsmaster not just as a vendor, but as a long-term partner, unlocking a new path to growth.
Operational lift.
Pilot clients now benefit from streamlined spend, improved MRO standardization, and enhanced technician efficiency.
Strategic shift.
AZ Partsmaster redefined its value proposition, elevating its role from product supplier to trusted managed services provider.
Thanks to TechCXO, AZ Partsmaster has already experienced strong acceptance from each of our clients participating in our pilot program, which was developed and deployed with the leadership of our Executive Operations Partner, Kevin George.
- Darren Rawson President, AZ Partsmaster
