Customer success

Chainsaws marked the beginning of Dolmar's journey into manufacturing. Over the years that followed the company's experience designing high performance 2-cycle engines, coupled with a tireless dedication to quality and innovation, lead to the development of a complete range of premium outdoor power products, which today is successfully sold through a worldwide network of servicing dealers.

 
In 1991, following a strategic decision to broaden its customer base and leverage its leadership position, Dolmar became a 100% affiliated company of Japanese power tool manufacturer, Makita Corp.


 
Embracing innovation
In autumn 2005, Dolmar initiated a 15 month in-depth analysis of its aftermarket services with the objective of streamlining procedures, creating greater efficiencies and significantly improving customer satisfaction levels throughout the market.
The outcome would ultimately revolutionise the way the company interacted with its servicing dealer network, strengthen the relationship and also bring significant operational savings to Dolmar.
 
Mr. Jörg Niermann, Marketing Director and project leader of the MAKITA e-Business initiative, reflects on the key factors he was considering at that time:
 
"To reach our goals we required a software partner with considerable experience in the field of digital documentation and spare parts management, as well as a proven international track record to support our global network. Furthermore, the ideal solution supplier needed to offer additional functionality, beyond our initial electronic spare parts catalogues and e-Commerce requirements, thus catering also for Dolmar/Makita's future needs."
One of our early decisions was not to outsource our data to a third party vendor, which would have published and distributed digital spare parts catalogues autonomously to our customers through a cost-prohibitive licensing system. Our servicing dealer network is strategic to our success and we felt strongly about maintaining direct control of the relationship."

Having reviewed his options Mr. Niermann concludes:
  
“After careful consideration, eVision Technologies proved to be the right company to fulfil our expectations. We now manage all our digital data internally and with the virtual push of a button produce elegant interactive parts and technical catalogues which are published on a CD or on the web, where they automatically link to eVision's B2B platform. We also have the option to export pre-press pdf versions of our catalogues, should we require high quality printable copies.
We are in complete control of both our data and the subsequent distribution process."
 
 
From paper to digital - A major leap forward
Dolmar's bold decision to eliminate paper technical documentation as well as manual parts sales transactions in favour of a modern, digital approach, came at a time when its servicing network still had limited affinity with IT technology.
However, thanks to eVision's extremely intuitive user interface and the undeniable advantages offered by its innovative B2B platform, the new technology was soon adopted and dealers never looked back.

Today Dolmar/Makita's entire digital media asset library (photographs, videos, marketing information, technical documentation, illustrated part lists, repair manuals, user manuals, etc) has been centralised and rationalised. The resulting interactive digital catalogues benefit customers and the Dolmar/Makita organisation alike, ensuring this company is universally recognised within the outdoor power products industry as one of the easiest to do business with.