Loring Smart Roast, Inc., a manufacturer of commercial coffee roasting equipment operating for more than 20 years, launched a digital knowledge base for its global customer base. The mobile platform aggregates hundreds of machine-specific documents and technical resources into a single interface to help equipment operators address mechanical issues.
The deployment addresses a demand for faster access to technical information during equipment failures. Operators search the repository using their specific roaster model or serial number to isolate relevant maintenance procedures. By structuring the data around specific hardware units, the company intends to reduce avoidable downtime in commercial roasteries.
"Technical support is central to the customer experience," said Paul Robinson, Technical Services Manager for Loring Smart Roast, Inc. "Our customers told us they want easier access to the information needed to maintain their machines and address basic troubleshooting and repairs. Our priority is to help keep their roasteries operating, so we provided machine-specific guidance available whenever and wherever they need it."
The digital repository supplements the manufacturer's existing hardware support systems, which include model-specific replacement components distributed as Essentials Service Kits.
"Being able to search for information based on roaster model or serial number makes it that much more useful," said Doug Graf of Vintage Works Ltd. "Loring is unique in the industry in making this information available to all of its customers in such an accessible format."
