Customer success

High Quality OPE products are typically sold through an extensive network of servicing dealers which, in turn, rely on international subsidiaries and distributors to provide aftermarket services. Products are mechanical by design, seasonal by application, service-intensive and when they break, require immediate attention. Meeting the service expectations of demanding customers, especially those using their equipment professionally, is critical to EMAK's success, albeit by no means a simple task.

After many years providing distributors and dealers with paper based repair manuals, service bulletins, operator manuals and spare parts catalogues, EMAK decided to prepare for the future and embrace a modern, innovative digital approach to its service operating environment. EMAK's goal was to empower its service network with a cohesive, interactive software system designed for fast and intuitive access to spare parts data and a wealth of sales and service related information.
A simple transition from paper to pdf was not the answer.
 
EMAK was also on a quest to streamline internal procedures, move away from a fax, email and phone-based spare parts purchasing system and significantly reduce the time required to process and dispatch parts orders. They were effectively searching for an interactive parts catalogue system with advanced e-Commerce functionality, seamless integration with corporate back-end business systems and with the ability to adapt to the complexities of an international distribution network.