In just under 90 years, Internorm has grown from a one-man locksmith’s shop into Europe’s largest internationally operating window brand. The Austrian family business produces around 850,000 units per year at its sites in Traun, Sarleinsbach and Lannach. Continuous technical development of the products do not just make Internorm themselves an industry pioneer; the innovations have to be translated into products that can be ordered by their 1,300 selected sales partners in 21 countries. In order to meet this challenge, Internorm uses two tools implemented on the basis of the INFINICA platform to supplement the standard ordering process with a product configurator. This involves generating the extensive service parts catalog based on intelligent INFINICA templates, as well as processing dealer inquiries via document workflows in the INFINICA Workplace. These successfully implemented solutions demonstrate the diverse range of applications for the INFINICA platform, even outside of the classic customer communication management solutions that INFINICA implements for service companies (banks, insurance companies, energy providers, etc.).
The main aim of the service parts catalog is to sustain the thirty-year functional warranty that the company promises on each of its products. “This requires a huge parts history,” says Jürgen Buchinger, who implemented the corresponding solution at Internorm together with INFINICA, describing the enormous demands placed on the PDF-based catalog. “It contains a structured listing of a total of 3,700 individual parts with around 2,200 part illustrations, (plastic windows, wood/aluminum windows, aluminum entry doors, sun and insect protection).” This makes it possible for the users of the catalog – dealers and service technicians – to determine at any time which part was used in which product system, in which design, and in which time period. If the part they are looking for is no longer manufactured, they can obtain information on alternative processes for restoring the product in question. The catalog is published in nine versions, each with up to 1,100 pages in four languages, and is divided into material categories. Thanks to INFINCA’s structured, integrative system, catalog creation is now completed in five days; previously, this process took three to four weeks.