Case Study: Paladin achieves faster parts updates and reduced support calls with Documoto

Paladin Breaks New Ground in Technical Support

Paladin Attachments (now part of Stanley Infrastructure) faced a fragmented aftermarket experience: parts and assembly diagrams were trapped in static PDFs and hard-copy manuals, dealers and owners had to call customer service to order parts, and updates were slow and error-prone. After hiring a new parts manager, Paladin selected Documoto and its digital publishing/interactive parts catalog platform to modernize parts lookup, self-service ordering and internal publishing.

Using a Documoto-based portal and Documoto Storefront, Paladin published 800+ media items across nine brands and opened public guest access so dealers and owners can self-serve. The result: large dealers using Documoto Storefront cut support calls to about 10% of prior levels, part supersession edits now take 1–2 minutes, and parts-catalog creation time dropped from 4–8 hours to 45–90 minutes — yielding fewer returns, faster updates and improved customer satisfaction thanks to Documoto.

Paladin

David Garmenn

Parts Manager