Digital customer portal for spare parts.

Spare parts catalog Quickly find the right spare part with the digital twin

2024-05-14 Source: Docufy | Translated by AI 3 min Reading Time

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A new customer portal makes it easy and quick to identify and order the right spare parts for each machine variant. The basis is the digital twin as a 3D model including an interactive bill of materials.

Just a few clicks to the desired part.(Image: Docufy) — Just a few clicks to the desired part.
(Image: Docufy)

Rosendahl Nextrom is a global leader in the manufacture of battery, cable, wire, and fiber optic production systems for industry. The company is family-owned by the Austrian Knill Group, which has been driving innovations in the fields of energy, mobility, and communication since 1712. The enthusiasm for innovation does not stop at the business fields – Rosendahl Nextrom is also a forerunner in technical documentation and customer service: With a new customer portal based on Door2parts from Door2solution, the company is taking its customer service and particularly its spare parts service to a new level.

Quickly find the right spare part

A production line from Rosendahl Nextrom can consist of more than 6,000 individual parts, and it's not always easy to remember the name of every installed part, let alone the part number. Thomas Krenn, Head of Technical Documentation at Rosendahl Nextrom explains: "In the past, you had to dig through user manuals and parts lists to find the part number, compare the part to technical drawings or even take a photo and hope that the service team would do the rest." All these laborious steps are now a thing of the past.

The entire machine documentation clearly presented

With a new service portal, Rosendahl Nextrom offers its customers a user-friendly platform for managing a digital twin of their custom production system – supported by visualization as a 3D model. The Docufy Cosima software provides comprehensive technical information such as user manuals, drawings, and maintenance instructions in a structured and easily accessible form. Then the software from Door2solution, the new subsidiary of Docufy, is used: The spare parts catalog system provides the entire machine documentation - interactive 3D models, parts list information, 2D drawings, and documents - clearly arranged for different user groups. Customer-specific prices are displayed directly in the catalog via an SAP interface.

The spare parts catalog system clearly provides the entire machine documentation - interactive 3D models, bill of materials information, 2D drawings, and documents - for different user groups.

Search by 3D model or using the bill of materials

In the service portal, users can choose between navigation through interactive 3D models or the bill of materials. Both options are automatically connected to each other to allow easy verification. Customers who know the name of the part or have the item number at hand can also search for it directly. Choosing spare parts is comfortable:

For example, if a new heating band for an extruder is needed, customers can select the corresponding production line and the extruder.
A 3D model of the extruder then opens, allowing the user to navigate directly to the desired part.
The heating band can be viewed from all sides, with the relevant technical drawings and assembly instructions just a click away.
Finally, customers can add the heating band and other desired spare parts to their shopping cart like in online shopping, and send a request.
This process saves time on both sides and significantly reduces the risk of an incorrect order.

"The digital spare parts catalog and Rosendahl Nextrom's customer portal have revolutionized the way we view customer service in the industry. With the ability to create digital twins of our production lines and components, we can offer our customers an efficient and time-saving solution for ordering spare parts. This has not only led to improved customer satisfaction, but has also optimized our internal processes. We are proud to offer our customers a seamless experience and meet their needs throughout the life cycle of our products," says Thomas Krenn, Head of Technical Documentation at Rosendahl Nextrom.

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Service for a whole (production) lifetime

With the offer of lifelong customer service, the company strives to give its customers the assurance that they have a partner by their side who supports them every step of the way. This applies not only during the warranty period, but far beyond - as long as the equipment is in operation. Under optimal conditions, this can be up to 40 years or more. After all, Rosendahl Nextrom's machines are designed to have a long lifespan.