Download PDF
Paladin Breaks New Ground in Technical Support
Technology Category
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Construction & Infrastructure
- Equipment & Machinery
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Supply Chain Visibility
- Inventory Management
Services
- Cloud Planning, Design & Implementation Services
The Challenge
Before the implementation of Documoto, Paladin Attachments had a manual and time-consuming process for parts ordering and customer service. Customers had to call in to order parts and consumables, and the company relied on hard copy manuals and PDF catalogs for parts lookup. These documents were not regularly updated or maintained, leading to issues with part supersessions. Updates to these documents could take anywhere from 4-12 hours, and creating a new parts manual could take weeks. The company wanted to modernize its aftermarket sales and develop a better way of doing business online.
About The Customer
Paladin Attachments, acquired by Stanley Infrastructure in 2019, is a group of U.S.-based manufacturing companies that build heavy-duty machines for construction, agriculture, mining and related industries. The company had a manual and time-consuming process for parts ordering and customer service. Customers had to call in to order parts and consumables, and the company relied on hard copy manuals and PDF catalogs for parts lookup. These documents were not regularly updated or maintained, leading to issues with part supersessions.
The Solution
Paladin Attachments implemented Documoto, a SaaS digital publishing platform and interactive content management system. Through their Documoto-based portal, Paladin now offers public access to over 800 media items including parts books, operator’s manuals and other technical support materials for nine Paladin brands. Equipment owners and Paladin dealers can find comprehensive technical support without calling for assistance. All Paladin dealers now use Documoto as their primary parts lookup tool. Several of the largest dealers have Documoto Storefront enabled so they can order directly from the portal, and this capability will soon roll out to the entire dealer network.
Operational Impact
Quantitative Benefit
Related Case Studies.
Case Study
Smart Water Filtration Systems
Before working with Ayla Networks, Ozner was already using cloud connectivity to identify and solve water-filtration system malfunctions as well as to monitor filter cartridges for replacements.But, in June 2015, Ozner executives talked with Ayla about how the company might further improve its water systems with IoT technology. They liked what they heard from Ayla, but the executives needed to be sure that Ayla’s Agile IoT Platform provided the security and reliability Ozner required.
Case Study
IoT enabled Fleet Management with MindSphere
In view of growing competition, Gämmerler had a strong need to remain competitive via process optimization, reliability and gentle handling of printed products, even at highest press speeds. In addition, a digitalization initiative also included developing a key differentiation via data-driven services offers.
Case Study
Predictive Maintenance for Industrial Chillers
For global leaders in the industrial chiller manufacturing, reliability of the entire production process is of the utmost importance. Chillers are refrigeration systems that produce ice water to provide cooling for a process or industrial application. One of those leaders sought a way to respond to asset performance issues, even before they occur. The intelligence to guarantee maximum reliability of cooling devices is embedded (pre-alarming). A pre-alarming phase means that the cooling device still works, but symptoms may appear, telling manufacturers that a failure is likely to occur in the near future. Chillers who are not internet connected at that moment, provide little insight in this pre-alarming phase.
Case Study
Premium Appliance Producer Innovates with Internet of Everything
Sub-Zero faced the largest product launch in the company’s history:It wanted to launch 60 new products as scheduled while simultaneously opening a new “greenfield” production facility, yet still adhering to stringent quality requirements and manage issues from new supply-chain partners. A the same time, it wanted to increase staff productivity time and collaboration while reducing travel and costs.
Case Study
Integration of PLC with IoT for Bosch Rexroth
The application arises from the need to monitor and anticipate the problems of one or more machines managed by a PLC. These problems, often resulting from the accumulation over time of small discrepancies, require, when they occur, ex post technical operations maintenance.
Case Study
Robot Saves Money and Time for US Custom Molding Company
Injection Technology (Itech) is a custom molder for a variety of clients that require precision plastic parts for such products as electric meter covers, dental appliance cases and spools. With 95 employees operating 23 molding machines in a 30,000 square foot plant, Itech wanted to reduce man hours and increase efficiency.
