Building World-Class Support for a Global Luxury Brand
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Documoto software platform
技术栈
- Cloud-based relational database
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
技术
- 平台即服务 (PaaS) - 数据管理平台
适用行业
- 消费品
适用功能
- 产品研发
- 质量保证
用例
- 供应链可见性(SCV)
- 库存管理
服务
- 云规划/设计/实施服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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