Paladin Breaks New Ground in Technical Support
Company Size
1,000+
Region
- America
Country
- United States
Product
- Documoto
Tech Stack
- SaaS
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
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
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 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.
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
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