Fomaco Transforms Spare Parts Ordering with Self-Service Portal

About Fomaco

Fomaco is a Danish manufacturer of injector machines used in the production of cured and marinated meat, poultry, and fish products. Their equipment is used by food producers across the world — and like all complex industrial machinery, it requires a steady supply of spare parts to keep production running.

With a parts catalog spanning 40,000 to 45,000 SKUs and a dealer network of 60 partners operating across time zones and currencies, managing spare parts ordering had become a significant operational burden — for Fomaco's internal team and for the dealers who depended on them.

The Challenge:
Manual processes created high workload, errors and poor customer experience. 

Fomaco's spare parts ordering process was almost entirely manual. Dealers submitted orders by email or phone, which were then processed by Fomaco's customer service team - a model that created high workload, a risk of errors, and a slow experience for dealers who needed parts quickly to minimise production downtime.

Several specific problems had compounded over time:

No integration between ordering and ERP.
Orders arrived through unstructured channels and had to be entered manually into Microsoft Dynamics 365 F&O. Every manual step introduced the risk of a wrong part number, a wrong quantity, or a delay.

Dealers couldn't help themselves.
With no self-service access to the parts catalog, order history, or account information, dealers were entirely dependent on Fomaco's internal team to answer questions and process requests, regardless of the time of day or the time zone they were operating in.

Product data was incomplete. 
A large proportion of products had only basic information, typically just a SKU. Without descriptions, images, or structured hierarchy, it was difficult for dealers to identify the right part with confidence, which led to further back-and-forth with the Fomaco team.

No bulk ordering capability. 
Dealers managing high-volume part orders had no efficient way to submit them. The process was slow and inconvenient, particularly for partners ordering regularly across a wide range of SKUs.

The result was a customer service team under pressure, a dealer experience that didn't reflect the quality of the equipment Fomaco manufactures, and an ordering process that couldn't scale with the business.

The Solution:
Direct, self-service access to the complete parts catalog.

Fomaco implemented a B2B spare parts portal built on Truvio Commerce (powered by DynamicWeb), fully integrated with their Microsoft Dynamics 365 F&O environment. The portal gives dealers direct, self-service access to the complete parts catalog, with live pricing, stock levels, and order creation flowing directly into F&O without manual intervention.

A connected ordering experience.
The portal connects directly to Dynamics 365 F&O, pulling customer-specific pricing and real-time product data into the ordering experience. When a dealer places an order, it goes straight into F&O, no manual entry, no delay, no risk of transcription error.

Self-service for dealers, around the clock. 
Dealers can access the full parts catalog, view their order history, check account information, and place orders at any time, from any time zone. The ordering experience includes express buy for fast single-part orders and Excel upload for bulk orders, giving dealers the flexibility to work the way their own operations require.

Customer-specific pricing. 
With a dealer network spread across markets and currencies, consistent and accurate pricing had been a persistent challenge. The portal displays customer-specific pricing directly from D365 F&O and supports both DKK and EUR, ensuring every dealer sees the right price for their account - automatically.

A foundation for better product data. 
The implementation created a centralised home for Fomaco's product information, making it possible to progressively enrich the catalog, adding descriptions, images, and structured data to parts that previously existed only as a SKU. The portal gives Fomaco's team the tools to improve data quality continuously, rather than as a one-time project.

The portal launched in two to three languages, supporting Fomaco's international dealer network from day one.

The Result:
A scalable platform for the aftermarket

With 40,000 to 45,000 SKUs managed centrally, multiple currencies supported, and a data foundation that can be continuously enriched, Fomaco now has a spare parts operation that can grow with their dealer network and their installed base, without adding headcount to manage it.

Reduction in time spent on case management.
With orders flowing automatically from the portal into Dynamics 365 F&O, Fomaco's customer service team spends significantly less time processing manual orders and handling dealer enquiries. The workload that previously consumed internal resource is now handled by the platform.

60 dealers ordering on their own terms.
Dealers across Fomaco's international network have 24/7 access to the parts catalog, their order history, and their account information, without calling or emailing Fomaco's team. Dealers operating across time zones can place orders when it suits them, not when someone is available to take the call.

Fewer errors in the ordering process.
The direct integration between the portal and F&O eliminates the manual steps where errors previously entered the process. Orders arrive in F&O with the right part numbers, the right quantities, and the right customer-specific pricing.