Optimising Waratah’s Dealer Support Network
Streamlining Content Management for Enhanced User Experiences
Waratah, a global powerhouse in forestry and logging equipment, understands that efficiency is paramount in this demanding industry. To maintain their position as the undisputed leader in field support, they sought to revolutionise how technical information was accessed and managed across their worldwide network. The challenge was clear: Waratah needed a centralised solution to empower dealers, streamline equipment commissioning, and ensure customers could effortlessly find the manuals and diagrams vital to their operations. They aimed to create a support portal mirroring their commitment to innovation and customer-centricity.
The Challenge: Balancing accessibility and security
Waratah's global reach, coupled with the complexity of their equipment, presented a multifaceted support challenge. Their technical documentation was extensive and continuously growing, making it difficult for dealers and equipment owners to find the information they required promptly. Commissioning new equipment required streamlining, as did the secure management of sensitive documents. Waratah faced balancing accessibility with security, ensuring the appropriate people had access to the proper resources. Without a centralised, user-friendly system, valuable time was lost, potentially impacting operational efficiency across their network.
The Solution: A Flexible and Powerful Content Management System
Cucumber approached Waratah's challenge with a deep understanding of their industry-specific needs and the importance of user-centred design. We began by immersing ourselves in Waratah's document management processes and the unique requirements of its global dealer network. To address both accessibility and security, we leveraged the flexible content management capabilities of the Umbraco CMS platform.
This foundation allowed us to create a highly customised front-end experience with robust search and filtering tools. Dealers and equipment owners could quickly find the manuals and diagrams needed. At the same time, sensitive content remained protected behind secure user logins with varying access levels.
Our collaboration with Waratah extended beyond the initial launch. We have refined the portal over the years, incorporating regular technology updates, dynamic filter enhancements, and innovative solutions for storing and serving larger files. This ongoing partnership ensures that the DealerNet portal evolves with Waratah's needs, providing exceptional long-term value.
The Result: Customer Empowerment Through Self-service
The DealerNet portal has transformed how Waratah delivers technical support. Dealers now streamline equipment commissioning processes, while customers enjoy rapid access to the documentation essential for maintaining their machinery. Waratah's commitment to accessibility and efficiency is reflected in the portal's intuitive design, empowering users to self-serve and minimise downtime. Through Cucumber's strategic approach and deep technical expertise, Waratah has gained a centralised, adaptable platform that has fortified its reputation as a global leader in customer-centric support. The long-term partnership has yielded continuous improvements and innovations, ensuring that the portal remains a cornerstone of Waratah's success for years to come.
If Waratah’s story has got you thinking about your digital journey and what needs to be modernised, then please get in touch - we'd love to have a chat with you about your goals.