For over 80 years, the Schneider Electric North America product catalog, the Digest, has been viewed as Best in Class by customers. The 1,000-page Digest was developed as a print-first document: in 2012, 175,000 copies of the Digest were printed and distributed at a significant cost to Schneider. High publication costs along with a labor intensive effort to update information caused many delays in delivering up-to-date information to customers. While surveys indicated an 87% rating that the printed Digest was either excellent or very good, only 68% rated the online PDF at the same level. The online PDF version of the Digest was too slow to download and use, did not provide an effective search capability, and was not compatible with mobile devices.
“Putting out the Digest every three years was a complex and expensive effort that did not meet all of our customers’ needs.”