MyLiSEC - The digital customer portal for the glass machinery industry

With MyLiSEC, LiSEC Austria GmbH – headquartered in Seitenstetten, Lower Austria – has created one of the most modern digital customer portals in the international glass machinery industry. Developed in Austria, used worldwide: The powerful, scalable portal offers customers a new dimension of self-service, transparency, and performance.

Together with dcupl partner Netural, the solution was completely redesigned and implemented. At the center: a well-thought-out service design process, a modern architecture, and the targeted use of dcupl to provide structured data early on and enable frontend development parallel to interface integration. The result: a portal that not only digitizes processes but also sustainably improves customer satisfaction, efficiency, and data quality.

For over 60 years, LiSEC has been manufacturing high-quality machines and software solutions for flat glass processing. To meet the demand for the highest service quality, a customer portal was already in use – but its performance and acceptance lagged behind expectations.

The problems ranged from long loading times and limited navigation and self-service options to a lack of transparency in deliveries and documentation. The digital customer interface had to be rethought – as a central tool along the entire customer journey.

The Initial Challenge

Together with dcupl partner Netural, the project was re-launched with a stringent service design approach. The requirements were high:

• Fast loading times, high-performance data filtering, and optimized navigation for international customer use
• Central document storage despite high variety of machine variants
• Track & Trace for spare parts, services, and machine status
• Extended self-service options to relieve support
• Integration of ERP and machine data for transparency and automation

The new MyLiSEC Portal should not only inform but also enable true autonomy for customers – from service cases to product management.

The Solution

Frontend First & Dual-Speed

To quickly set up productive features, dcupl was used. Already during the first service design phase, structured real data (CSV exports and APIs) could be modeled and integrated. The application benefited from dcupl's functionality to immediately analyze real data and data volumes at the start of the project, transform them if necessary using configurable workflows and APIs, and provide them in a user-centric manner.

The development of the user interface was frontend-first: Views, filters, and search logic were built, tested, and coordinated with stakeholders based on real data sets – long before systems in the background could be directly connected.

Search & Filter Logic at Enterprise Level

dcupl enabled a high-performance filter architecture for large data volumes: machine documents, product data, and service information are made searchable by location, serial number, or other attributes – lightning fast and role-specific.

Iterative Expansion & Scaling

Thanks to Dual-Speed, the interface connection could be made successively – without code adjustments in the frontend. This allowed the portal to grow in phases while delivering the highest quality, without creating "sunk costs" at any point.

The Impact

The new MyLiSEC customer portal has a noticeable effect – for customers and for internal processes. The targeted use of dcupl and consistent user centricity ensure measurable improvements along the entire service chain. As a globally active provider, LiSEC not only strengthens its service quality but also consolidates its role as a digital innovation leader in the international glass industry.

• Significantly increased customer satisfaction and portal acceptance through modern UX, clear structure, and reliable performance
• Reduction of manual support efforts through extended self-service functions such as ticketing, documentation, and system status
• Scalable architecture enables successive expansion – from product management to digital reports to predictive maintenance
• Integration of machine data forms the basis for **intelligent services, automation, and targeted upselling potentials ** MyLiSEC is thus far more than a digital customer portal – it is a strategic platform for the entire digital customer lifecycle: modularly expandable, future-proof, and consistently focused on efficiency and user experience. As a modern self-service platform for B2B mechanical engineering, MyLiSEC creates the basis for digital services in the industry, optimizes support processes, and simultaneously increases customer satisfaction. Not just a new portal, but a digital foundation for the future of customer relationships at LiSEC.