Innovations in spare parts and machine management

Lindauer DORNIER GmbH is an internationally operating machine and plant manufacturer with around 1,000 employees. With its product lines of weaving machines, special machines and composite systems, it is one of the world's industry technology leaders. Weaving machines from DORNIER meet all the requirements of modern fabric production: flexible and gentle material use, exceptional variety of materials and patterns, total functional reliability, fault-free fabric and short downtimes. In addition: DORNIER is market leader in the engineering and production of film stretching lines for the production of the thinnest plastic films.

Besides providing reliable machines, it is above all the service that creates added value. In addition to consulting and support, DORNER also takes over assembly, commissioning, maintenance and modernization of machinery for its customers.

However, due to the growing technical requirements and the increasing customer demands, the e-commerce systems developed in-house are reaching their limits. This is also due to the huge volume of data with almost 300,000 original parts for machines and systems that can be ordered worldwide.

In addition to modernizing spare parts ordering, a customer portal is to take service to the next level. In line with the new ERP, the company opted for SAP Commerce as the basis.

The goals: Optimizing spare parts ordering had top priority. All related processes were to be made more efficient. For customers and employees alike.

The case study highlights the initial situation and shows the path to a digital customer and service portal including efficient spare parts management.

The new myDoX® service portal with digital spare parts catalog was developed on the basis of SAP Commerce, offering customers simple spare parts management. With the help of the Equipment Viewer from All for One Customer Experience, customers get an overview of more than 50,000 machines and 150 million parts list items using 2D navigation.

Thanks to integrated search either via the machine view and the entire inventory of parts incl. parts list structure or in combination of both search functions, spare parts search and ordering is now enormously simplified.

In addition to the ordering system, the extensive self services characterize the customer experience in the myDoX® portal incl. order history, invoice viewing, etc. In addition, the customer portal can also be used on a mobile device without any restrictions.

All important information about the biggest challenges, the most important lessons learned during implementation and the key success factors of the project can be found in our reference story.

Within the All for One Group, All for One Customer Experience GmbH specializes in customer experience and solutions for sales, marketing, customer service and commerce. Learn more: