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CUSTOMER SUCCESS STORY

Tiger

Mowers

Industry: Manufacturing (Boom, Flail, and Rotary Mowers)

Solution: Equip360 eCommerce and Interactive Parts Manuals

  81,000+
Products Sold Online
 300+
Models Available

THE CUSTOMER

B2B Manufacturer &
Online Retailer

Tiger Mowers is a leading manufacturer of a wide variety of durable rotary and flail boom mowers, side mowers and rear mowing equipment, along with truck mounted boom mowers and a full line of specialty mowing equipment and attachments.

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THE PROBLEM

Adapting to a Digital Customer

Service Strategy

Tiger Mowers has long been committed to providing exceptional equipment support through a traditional approach. Their inside sales team played a pivotal role in servicing part requests for their dealer network. However, as the industry moved towards digital solutions, their existing B2B system, which relied on outdated data, presented new challenges. The inside sales team became heavily focused on handling numerous micro requests, which limited their ability to adopt a more proactive strategy for OEM parts and drive sales growth.

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THE SOLUTION

Implementation of Equip360 eCommerce and Interactive
Parts Manuals

After a few collaborative sessions with the Genalpha Customer Success team, Tiger Mowers implemented a new structured content solution, working directly with Genalpha to convert both legacy data and provide accurate bills of material for machines rolling out of the factory each month.  With each bill of materials now current, Tiger has established confidence in their digital commerce presence with their dealer network.

THE RESULTS

Increase in Site Traffic and
Dealer Satisfaction

Since partnering with Genalpha, Tiger Mowers has seen tremendous growth in B2B site traffic, resulting in both an increase in revenue and a reduction in overhead costs related to customer contact.  With dealers and local municipalities now thinking digital commerce first, in their first six months, Tiger has benefited from over $180,000 in overhead cost savings related to:

  • Faster Parts Identification

  • Stock Availability

  • Shipment Tracking

  • Accounts Payable and Invoicing

  • Service and Support Documentation

 

Note: Gartner’s 2019 Customer Service and Support Leader poll identified that live channels such as phone, live chat, and email cost an average of $8.01 per contact, while self-service channels such as company-run websites and mobile apps cost about $0.10 per contact.

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Make Digital Support Simple for Your Customers

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