Overview
Overview
Reiser is a distributor specializing in commercial food processing and packaging equipment. Its customers depend on reliable equipment and timely access to replacement parts to keep production running efficiently.
To modernize its spare parts ordering process, Reiser partnered with Ten24 to engineer and plan a scalable B2B parts portal that would streamline internal workflows, improve customer service, and establish the foundation for future online ordering.
The project was structured as a phased roadmap, beginning with an internal Customer Service Parts Portal and expanding toward a full authenticated eCommerce platform.
The Challenge
Reiser’s existing spare parts process relied heavily on manual workflows and legacy systems. Customer service representatives needed an easier way to identify customers and machines, search for replacement parts, prepare quotes, and process orders.
At the same time, Reiser needed a digital platform capable of integrating with its existing ERP system and supporting complex product, pricing, customer, inventory, and machine data.
Ten24 began by conducting a comprehensive engineering process to define the required workflows, integrations, technical architecture, and implementation roadmap.
The Solution
Engineering & Product Planning
Ten24 worked collaboratively with the Reiser team through a six-week engineering process designed to establish a detailed blueprint for the new platform.
Interactive wireframes were developed for both internal and customer-facing experiences, allowing Reiser to validate key workflows before development. Ten24 also mapped data flows between the portal and Reiser’s ERP, including product, pricing, customer, machine, and order information.
The engagement resulted in a comprehensive Engineering Document covering functional requirements, technical architecture, development phases, infrastructure requirements, estimated costs, and implementation timelines.
Phase 1: Customer Service Parts Portal
The first phase focuses on giving Reiser’s Customer Service team a centralized digital tool for managing spare parts inquiries and orders.
The portal provides authenticated user access, customer and machine lookup, product search, and quote creation. Customer service representatives can identify equipment and replacement parts, add products to a quote, and prepare orders for internal processing.
The platform also connects to Reiser’s ERP to provide access to customer information, product data, pricing, machine serial numbers, and quote management.
Phase 2: B2B eCommerce
The second phase extends the platform into a full customer-facing eCommerce experience.
Authenticated customers will be able to browse parts, build carts, submit orders, view order history, manage account information, and quickly reorder previously purchased products.
The platform will support customer-specific pricing, inventory availability, and automated order processing through ERP integration.
Additional functionality includes payment processing, real-time shipping estimates and tracking, and automated tax calculation through Avalara.
Third-Party Ordering Integrations
Reiser also serves enterprise customers that use third-party procurement systems. Ten24 planned an integration layer to support platforms such as Ariba through APIs or file-based exchanges.
This will allow orders originating outside the Reiser portal to be incorporated into the same operational workflow while providing reporting and visibility across ordering channels.
