Documoto Case Studies Building World-Class Support for a Global Luxury Brand

	Building World-Class Support for a Global Luxury Brand Documoto

Building World-Class Support for a Global Luxury Brand

Documoto

Technology Category	Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries	Consumer Goods
Applicable Functions	Product Research & Development Quality Assurance
Use Cases	Supply Chain Visibility Inventory Management
Services	Cloud Planning, Design & Implementation Services
Challenge	Viking Range, LLC, a pioneer in bringing commercial-quality technology and design to the residential market, needed an online solution to provide comprehensive product information in one location for both service people and consumers. The documentation includes use and care instructions, installation guides, service manuals and bulletins, and parts books. Viking was also motivated to increase efficiencies in their publishing department. Their previous system relied on an outside vendor to update the content via static PDFs and spreadsheet files. The process of updating a parts book took up to two weeks before it was available online because Viking had to send the change to the external service provider and wait for them to get the content updated on Viking’s online system. Read More
About Customer	Viking Range, LLC has been making high-end residential ranges and appliances in Greenwood, Mississippi since the late 1980s. A pioneer in bringing commercial-quality technology and design to the residential market, Viking has become one of America’s iconic luxury brands. In 2012, Viking Range was acquired by The Middleby Corporation. Middleby is an industry leader in commercial and residential kitchen products with a portfolio of over 70 quality brands. Viking has continued to develop and introduce new products and innovations since the acquisition, maintaining its reputation as an extremely customer-focused organization. Read More
Solution	After conducting market research and evaluating a number of competing products, Viking selected the Documoto software platform as the best option for fulfilling its desired criteria. Documoto’s cloud-based relational database system would allow the greatest flexibility in associating media, parts, and appliance models. And it would enable technical publishers to make changes to parts lists and upload new documents instantly, saving time for both the publishing department and service technicians. With a fairly extensive library of legacy documents and data, Viking enlisted Documoto’s Professional Services team to help with conversion and migration of existing content. Documoto was successfully deployed on schedule, approximately 90 days after starting implementation. Technical writers and illustrators immediately began using the application to speed up critical processes. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Consumer Goods

Applicable Functions

Product Research & Development

Quality Assurance

Use Cases

Supply Chain Visibility

Inventory Management

Services

Cloud Planning, Design & Implementation Services

Challenge

Viking Range, LLC, a pioneer in bringing commercial-quality technology and design to the residential market, needed an online solution to provide comprehensive product information in one location for both service people and consumers. The documentation includes use and care instructions, installation guides, service manuals and bulletins, and parts books. Viking was also motivated to increase efficiencies in their publishing department. Their previous system relied on an outside vendor to update the content via static PDFs and spreadsheet files. The process of updating a parts book took up to two weeks before it was available online because Viking had to send the change to the external service provider and wait for them to get the content updated on Viking’s online system.

About Customer

Viking Range, LLC has been making high-end residential ranges and appliances in Greenwood, Mississippi since the late 1980s. A pioneer in bringing commercial-quality technology and design to the residential market, Viking has become one of America’s iconic luxury brands. In 2012, Viking Range was acquired by The Middleby Corporation. Middleby is an industry leader in commercial and residential kitchen products with a portfolio of over 70 quality brands. Viking has continued to develop and introduce new products and innovations since the acquisition, maintaining its reputation as an extremely customer-focused organization.

Solution

After conducting market research and evaluating a number of competing products, Viking selected the Documoto software platform as the best option for fulfilling its desired criteria. Documoto’s cloud-based relational database system would allow the greatest flexibility in associating media, parts, and appliance models. And it would enable technical publishers to make changes to parts lists and upload new documents instantly, saving time for both the publishing department and service technicians. With a fairly extensive library of legacy documents and data, Viking enlisted Documoto’s Professional Services team to help with conversion and migration of existing content. Documoto was successfully deployed on schedule, approximately 90 days after starting implementation. Technical writers and illustrators immediately began using the application to speed up critical processes.

Impact #1	Viking publishing staff are now able to control every aspect of the process, where in the past they were dependent on the response of an external service provider.
Impact #2	The new publishing process using Documoto takes literally minutes to load updates, new manuals and other media into the database where they are immediately accessible to users.
Impact #3	The service technicians are able to complete repairs faster, ensure that the right parts are ordered on the first visit, and consequently make Viking customers happier.

Impact #1

Viking publishing staff are now able to control every aspect of the process, where in the past they were dependent on the response of an external service provider.

Impact #2

The new publishing process using Documoto takes literally minutes to load updates, new manuals and other media into the database where they are immediately accessible to users.

Impact #3

The service technicians are able to complete repairs faster, ensure that the right parts are ordered on the first visit, and consequently make Viking customers happier.

Benefit #1	Viking is now able to create a new parts book in 8 hours with Documoto. Using their previous system, it took 30 hours to create a parts book for a new model.
Benefit #2	Updates, such as superseding a part now take just 30 minutes where before this sort of update would not appear in Viking’s old parts catalog system for 7-14 days.

Benefit #1

Viking is now able to create a new parts book in 8 hours with Documoto. Using their previous system, it took 30 hours to create a parts book for a new model.

Benefit #2

Updates, such as superseding a part now take just 30 minutes where before this sort of update would not appear in Viking’s old parts catalog system for 7-14 days.

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Overview

Building World-Class Support for a Global Luxury Brand

Operational Impact

Quantitative Benefit