Summary

Precision Planting dealers needed a way to access product documentation and support resources while offline and on-the-go. This app allows them to download and access resources offline when servicing their customers' equipment.

While accessing product resources was the initial start to this project, the long-term vision was to broaden the scope to a general support app, complete with chat support, troubleshooting walkthroughs, and a CMS for our support team to maintain up-to-date documents

Process

We worked closely with our Product Support and Sales team to lay the foundations of this app. Since this began as an internal app, we were able to constantly communicate with our users in regular meetings and Slack communications. As designs were finalized and developers created proofs of concept, we were continually receiving relevant feedback and making necessary changes.

Solution

Now, the Product Support Mobile App is available in the App Store for iOS, iPad OS, and Android devices. Dealers can take their necessary documentation offline, watch installation videos, chat with the Product Support team, and, most importantly, better help their customers when they need their equipment serviced. Offline capabilities were especially important for our international dealers who would more often not have access to cellular data out in the field.

As the support team updates documentation in their system, those changes carry over to users next time they are connected to the internet. This ensures that all documents are the most up-to-date.

We continue to make improvements and changes as we receive more feedback, but so far we hear a lot about how this app makes dealers' lives much easier as they can quickly navigate to necessary resources to help their customers.