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Paladin Breaks New Ground in Technical Support
技术
- 平台即服务 (PaaS) - 数据管理平台
适用行业
- 建筑与基础设施
- 设备与机械
适用功能
- 销售与市场营销
- 商业运营
用例
- 供应链可见性(SCV)
- 库存管理
服务
- 云规划/设计/实施服务
挑战
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.
关于客户
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.
解决方案
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.
运营影响
数量效益
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