The Goal

TRAK Machine Tools is a manufacturer of high-precision machine tools, including lathes and mills used in machine shops worldwide. Their business operates in two key segments:

1. Machine Sales – Large-scale, high-value equipment sold through a direct sales force and a global distributor network.
   
   
2. Replacement Parts – A vast catalog of parts, many of which go back decades, required for maintaining and servicing their machines.

While machine sales relied on sales reps and distributors, their replacement parts business had evolved from phone-based ordering to online. However, their previous eCommerce platform—built before they migrated their ERP to Microsoft Dynamics BC—had some significant limitations.

In short, TRAK faced three key challenges:

1. Rigid Technology Limitations – The previous platform lacked flexibility and wasn’t easily scalable to support future growth or new initiatives.
   
   
2. Disconnected Systems – The old eCommerce system was tied to Infor Syteline, and when they migrated to Microsoft Dynamics BC, they needed a solution that would seamlessly integrate with this new ERP.
   
   
3. Complex Customer Requirements – Their business required eCommerce functionality that could accommodate parts exchanges, guest checkouts, and custom pricing, none of which were fully supported by the previous platform.

The Solution

When TRAK transitioned to Microsoft Dynamics BC, they needed an eCommerce solution that would integrate seamlessly, would support their unique business needs, and could evolve with their business.

After an extensive vetting process, they selected Nomad eCommerce. Some of the key features and improvements they have experienced include:

1. Direct integration to Microsoft Dynamics BC
   When TRAK Machine Tools transitioned to Microsoft Dynamics BC for their ERP, they needed an eCommerce platform that was fully integrated. Their previous platform was limited to INFOR Siteline, making it incompatible with their new system. Finding a solution that would sync effortlessly with Microsoft BC was a top priority.
   
   
2. Guest Checkout and Simplified Ordering
   Before Nomad, customers had to be fully registered to make a purchase, which created friction for new buyers. With Nomad, guest checkout was introduced, allowing new customers to make quick, hassle-free purchases.

“We’re already seeing an increase in web orders just from offering guest checkout. Before, customers had to go through the entire account setup process. Now, it’s as easy as clicking ‘buy.”

3. A Smarter Parts Exchange Program
   One of TRAK’s most unique business needs was for the eCommerce platform to support its Express Exchange Program, which allows customers to purchase (for example) refurbished CNC components and electronic controls at a lower cost by returning the corresponding used part for refurbishment. This not only reduces costs but also helps keep high-value machinery running for years. Previously, this process resulted in a less-than-ideal customer experience and still required manual effort post-processing.

   Nomad worked with TRAK to automate the exchange program’s workflows directly within the eCommerce platform.

   • Customers can search through the online catalog to see which items are eligible for exchange, along with pricing adjustments.
   • The system automatically prompts buyers to answer specific questions to determine the eligibility of that specific component, ensuring compliance with TRAK’s program.
   • Internal teams no longer need to manually track exchanges, reducing errors and improving efficiency.