Documoto Case Studies Paladin Breaks New Ground in Technical Support

	Paladin Breaks New Ground in Technical Support Documoto

Paladin Breaks New Ground in Technical Support

Documoto

Technology Category	Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries	Construction & Infrastructure Equipment & Machinery
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Inventory Management Supply Chain Visibility
Services	Cloud Planning, Design & Implementation Services
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Construction & Infrastructure

Equipment & Machinery

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Inventory Management

Supply Chain Visibility

Services

Cloud Planning, Design & Implementation Services

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 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.

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.

Impact #1	Call volume related to technical support and parts orders has decreased.
Impact #2	Large dealers using Documoto Storefront’s shopping cart have reduced calls to 10% of previous levels.
Impact #3	Service reps still take phone orders, but better accuracy means fewer returns and greater customer satisfaction.

Impact #1

Call volume related to technical support and parts orders has decreased.

Impact #2

Large dealers using Documoto Storefront’s shopping cart have reduced calls to 10% of previous levels.

Impact #3

Service reps still take phone orders, but better accuracy means fewer returns and greater customer satisfaction.

Benefit #1	The 4-8 hours of labor it previously took to create a PDF is down to 45 min – 1.5 hours.

Benefit #1

The 4-8 hours of labor it previously took to create a PDF is down to 45 min – 1.5 hours.

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Overview

Paladin Breaks New Ground in Technical Support

Operational Impact

Quantitative Benefit