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Dantherm Group Spare Parts Portal
Dantherm Group is one of Europe's leading manufacturers of climate control equipment. Their spare parts portal — built on Truvio Commerce (DynamicWeb) and integrated with Microsoft Dynamics 365 Finance & Operations — turned a manual, error-prone ordering process into a self-service experience that now handles the majority of their aftermarket business.
- 60% of spare parts sales now placed through the portal
- Fully integrated with Microsoft Dynamics 365 F&O - live prcing, stock, and automated order flow
- 24/7 Self-service ordering for dealers and customers worldwide
The Challenge
Ageing spare parts portal gave more headache than revenue.
Dantherm had a spare parts portal. The problem was that it had grown into a heavily customised solution on an ageing platform — difficult to update, expensive to maintain, and increasingly out of step with what their customers expected from a modern ordering experience.
Several specific problems had compounded over time:
- No ERP integration — everything was manual.
Customer creation, pricing, stock availability, and order processing all required manual intervention. Orders came in through unstructured channels and had to be entered by hand into Microsoft Dynamics 365 F&O. Every touchpoint introduced the risk of delay or error, and the workload
on Dantherm's customer service team grew with every new dealer and product added to the range. - Product data quality made finding parts difficult.
A large proportion of parts existed in the system with only a SKU and a description — no images, no structured hierarchy, no indication of which machine they belonged to. When a customer or technician needed to identify the right part for a specific unit, they had to call Dantherm's team or work from printed documentation. - No compatibility-based navigation.
Customers knew the machine they were trying to service. They did not always know the part number. Without a way to browse parts by machine model and see which components belonged to which unit, the ordering process was slow and prone to mistakes. - The platform could not keep pace.
Dantherm's aftermarket ambitions — using the spare parts portal as part of a broader servitization strategy — required a digital foundation that could scale and evolve. The existing platform could not support it.
The Solution
Full rebuild with Truvio Commerce (DynamicWeb)
Dantherm rebuilt their spare parts portal on DynamicWeb 10 Cloud, with full integration to Microsoft Dynamics 365 F&O and a completely redesigned user experience built around how customers actually identify and order parts.
- Find by compatibility — navigate from machine to part.
The portal is structured around how technicians and dealers think: start with the equipment. Customers browse by product category and model — selecting their specific Dantherm unit — and see every compatible spare part for that model, organised by sub-category, with live stock availability and pricing pulled directly from F&O. The right part for the right machine, without guesswork. - Exploded view diagrams with direct part links.
For complex assemblies, the portal surfaces exploded view diagrams showing how components fit together. Each position in the diagram links directly to the corresponding part in the catalog. Customers can identify the component visually, confirm it is the correct part, and add it to their order — without calling Dantherm's support team. - Live pricing and stock from Dynamics 365 F&O.
Pricing and availability are pulled in real time from F&O — including customer-specific pricing and live delivery lead times shown at the part level. Customers see accurate, up-to-date information at the point of decision, not a static price list. - Automated end-to-end order flow.
Orders placed in the portal flow directly into F&O without manual handling. Customer account creation is automated. Product data synchronises from ERP to the portal. The manual steps that previously consumed customer service capacity have been replaced by automated workflows that run
without intervention. - A foundation for ongoing data enrichment.
By centralising product information in DynamicWeb PIM — connected to F&O as the system of record — Dantherm now has a single place to enrich part data with images, documentation, and structured attributes. Data quality improves continuously, and every improvement is immediately
visible to customers in the portal.
The Results
60% of spare part sales now go through the portal
This is the number that defines the project's success. The majority of Dantherm's aftermarket revenue now flows through a self-service channel — not because customers were pushed there, but because the experience became easier than the alternative. When finding the right part is simple, customers order online.
Customers order without contacting support
The combination of compatibility navigation and exploded view diagrams means customers can identify and order the correct part independently. Fewer calls, fewer emails, fewer errors at the point of identification — and a customer experience that reflects the quality of the equipment Dantherm manufactures.
Ordering errors reduced significantly
The visual exploded views show how components fit together and make it straightforward to select the correct part first time. Returns and re-orders from wrong-part errors have dropped. When customers can see the component in context, they order with confidence.
Internal teams freed from manual order processing
With customer creation, product data, and order flow all automated, Dantherm's customer service and sales teams spend less time on routine transactions and more time on complex enquiries, advice, and relationship management.
A scalable platform for servitization
The portal is not just a parts catalog — it is the digital foundation for Dantherm's broader aftermarket strategy. New products, languages, markets, and service capabilities can be added to the platform without starting from scratch. The aftermarket is now a channel that can grow with the business.