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Fecon Cuts Down Competition with Online Portal for Sales and Customer Support
Applicable Functions
- Sales & Marketing
Use Cases
- Inventory Management
Services
- Software Design & Engineering Services
The Challenge
Fecon, a manufacturer of premium products in the forestry industry, was facing challenges with its parts catalogs. The catalogs were dependent on a third-party vendor, who converted product information from the manufacturer into parts books and manuals. This process was time-consuming and costly, with each manual costing almost $10,000. The lengthy turnaround time meant parts catalogs were effectively obsolete as soon as they were published. There was no effective way to update manuals in response to engineering changes and product updates. This resulted in extensive phone time with Fecon customer service simply trying to identify the correct parts for a customer’s machine. Fecon wanted to improve dealer and customer communications by providing timely service bulletins, warranty notifications, sales promotions and other vital information for equipment owners.
About The Customer
Fecon is a manufacturer of premium products in the forestry industry. Their flagship product is the Bull Hog, a mulching head that is available for a wide variety of applications and vehicles. In addition to the Bull Hog, Fecon makes track-driven and wheeled tractors for mulching and utility work, forestry attachments, chippers, and hydraulic power packs. They apply advanced design technology and materials to create a range of tools, which are all built at Fecon’s facilities in Lebanon, Ohio. Fecon fosters long-term relationships by providing the highest level of customer care possible, in alignment with their corporate vision and values.
The Solution
Fecon decided to improve its technology to reap more long-term benefits and have a greater impact on the company’s overall performance. They focused on improving online capabilities and considered a SaaS solution to lower upfront costs and provide more flexibility. They chose Documoto, an out-of-the-box solution that matched their vision for customer support. The Documoto Professional Services team worked alongside Fecon’s publishing, engineering and information technology staff to guide the implementation process. After Fecon’s cloud environment was configured and the publishing staff attended Documoto training, they began the process of migrating parts data and illustrations into the new system. Fecon’s aftermarket portal, Fecon Connect, was rolled out to the entire dealer network after a 90-day period of publishing and testing.
Operational Impact
Quantitative Benefit
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