We're turning our installed base into a growth driver.
Manufacturers with a service revenue share of more than 25 percent generate, on average, an EBIT margin that is 3.6 percentage points higher. Whether a manufacturer can achieve this depends primarily on whether it can reliably determine which machine is located where, in what condition, and what its history is. We provide a reliable foundation for this—making maintenance contracts, the spare-parts business, and self-service predictable rather than haphazard.
The bottleneck for AI in customer service isn't the model
When an AI project gets stuck in the service phase, it’s usually because something simple is missing: No one can reliably say what configuration the machine is in at the customer’s site or what malfunctions it has had over the past three years. An agent who doesn’t know this will offer advice. The service team notices this immediately.
The installed base is therefore part of the AI program from the very beginning. It decides on its outcome.
We’ve turned this into a product for technical service diagnoses: SDI by logicline. It uses the information specific to each individual system—such as serial number, build status, trouble history, and telemetry—and submits each service request to Salesforce along with the probable cause, the appropriate spare part, and supporting documentation.
Service Data and Customer Information—One Truth Per Machine
Many companies already have a large number of customers and products in the field. However, when it comes to requests for spare parts, documentation, or troubleshooting assistance, many issues go unaddressed. This is often because of a lack of detailed technical knowledge, an overwhelming number of simultaneous requests, a lack of relevant information about spare parts, or because communication is scattered across different channels and individuals.
We address this on a unified platform rather than through individual projects: a single source of truth per machine, upon which self-service, spare parts sales, maintenance planning, and AI-powered diagnoses are built. Technically, this runs within your Salesforce instance, without creating a new silo and without vendor lock-in. We helped develop the integrations ourselves, including Empolis (knowledge) and TeamViewer (remote support).
We refer to these components as the Digital Machine File, customer portal, and Service Decision Intelligence. You can find details on what each one does in our overview of services.
This provides a 360° view of customers, installed base, support processes and sales opportunities
Customer portals & service portals for machinery manufacturers
Machine operators have direct access to machine data, spare parts, and service—digitally and around the clock. Ticketing, online store, documentation, and remote support—all on one platform.
- Online Store with Spare Parts Identification
- Ticket & order management in self-service
- Embedded documentation, service reports, remote support
60–70% of medium-sized service organizations still rely on analog methods or siloed solutions in this area—yet guided ordering processes reduce incorrect orders by up to 30%.
Digital machine file & IoT asset management for a 360° view
The structured installed base as a single point of truth: technical master data, maintenance history, and real-time IoT data—all in one place. The foundation for proactive service.
- Complete overview of all machines and components
- Real-time data through IoT connection
- Maintenance schedules, meter readings, and fault codes at a glance
Predictive maintenance reduces maintenance costs by about 25% and unplanned downtime by up to 70%—provided there is a structured database. Live in 6–10 weeks.
AI Diagnosis in Service: SDI by logicline
Our path: Service digitization in 4 stages
The four steps describe a progressive process, not how far along you need to be to get started. Where you begin depends on what you’re currently working on: a system selection, a portal project, a requirements specification, or an AI initiative that requires a robust data foundation.
1. Digitize
A structured installed base as a data source.
Digital machine file
2. Connect
Connect service processes and machines—customer portal, IoT, CRM.
Customer Portal & IoT Asset Management
3. Decide
AI with domain knowledge and source citations.
Service Decision Intelligence
4. Autonomous Agents
Service as Software—outcome-based, semi-autonomous.
Vision
The Installed Base as a Structured Database—on Salesforce
Before service processes can be digitized, the installed base must be organized into a structured format: machines, components, maintenance history, configurations, and real-time telemetry. The Digital Machine File creates exactly this database—directly on the Salesforce platform.
- Asset hierarchy with machines, components, and spare parts
- Maintenance history, meter readings, and fault codes for each system
- Integrated IoT telemetry and ERP connection
- Foundation for Predictive Maintenance and Equipment-as-a-Service Models
Self-service portals, online store, and remote support—all connected on Salesforce
What does a Salesforce-realized customer portal ? What features does a web store offer at each level of functionality?
How can IoT data from your installed base be integrated directly into service processes?
We’ll show you how our solutions work – and how they can be tailored to your business.
AI Decisions in Customer Service—With Source Citation, Not Hallucinations
Generic AI agents hallucinate without domain knowledge. Service Decision Intelligence (SDI) combines IoT telemetry, CRM history, ERP data, and technical knowledge into an auditable knowledge base—and makes it available to AI front ends such as Agentforce, Claude, or Copilot. Every recommendation includes a source citation and a confidence score.
Why Service Digitalization Pays Off—Figures from machinery and equipment manufacturers
- About 27% of revenue in the machinery and equipment sector comes from service. If this share exceeds 25%, the EBIT margin is, on average , 3.6 percentage points higher. When manufacturers report service revenue separately, it yields a margin that is 2 to 3 times higher than that of new business.
- Predictive maintenance: approximately 25% lower maintenance costs, up to 70% fewer unplanned downtimes.
- 60–70% of medium-sized service organizations still operate using analog methods or siloed solutions.
- 82% of companies have trouble finding service technicians—digital processes take some of the pressure off their understaffed teams.
Sources: VDMA/McKinsey 2025 · Konecranes 2025 and Nordex 2024 annual reports · Industry studies on predictive maintenance · FSM Trends 2026 · Deloitte
Customers and partners
From medium-sized machinery and equipment manufacturers to global market leaders—we do everything we can to provide our customers with innovative solutions and create real added value. Together with our partners, we design solutions for a successful service business.
References - how our solutions make companies more successful
Mit logicline haben wir einen Partner gefunden, der uns bei der Entwicklung unseres Kundenportals ‚myDormaHüppe‘ entscheidend unterstützt hat. Ihre Expertise und die partnerschaftliche Zusammenarbeit haben eine Lösung ermöglicht, die sowohl unsere Prozesse effizienter macht als auch die Kundenerfahrung verbessert.
Ein Alleinstellungsmerkmal und wichtiger Wettbewerbsvorteil der Lenze-Gruppe ist die strategische Ausrichtung auf digitale Innovationen. Für uns bedeutet Vordenkertum, die digitale Transformation von innen heraus zu gestalten. Unsere Digital-Kompetenz ist im Geschäftsbereich ‚Lenze Digital‘ gebündelt, wo logicline mit ihren Lösungen Maschinenbauer entlang des gesamten Produktlebenszyklus unterstützt.
logicline überzeugt mit tiefem Salesforce-Know-how und einem exzellenten Verständnis unserer Empolis-Produkte. Gemeinsam haben wir eine Salesforce App entwickelt, die Service-Agents dank KI-gestützter Suche direkt zur benötigten Information führt – ohne Umwege und Medienbrüche. Die nahtlose Integration in Salesforce bietet unseren Kunden eine optimierte Nutzererfahrung und deutlich effizientere Prozesse. Die partnerschaftliche Zusammenarbeit mit logicline ist äußerst effektiv und hat eine Lösung geschaffen, die echten Mehrwert bietet.
Mit Nordex OS, bei dessen Entwicklung logicline ein zuverlässiger und erfahrener Partner ist, führen wir eine IIoT-basierte Plattform ein, die im Zentrum unserer digitalen Transformation steht. Die offene Architektur der Plattform eröffnet uns weitreichende Möglichkeiten zur Interaktion mit der gesamten Flotte und deren Betriebsdaten, die uns und unseren Kunden helfen, die Effizienz der Turbinen zu erhöhen und neue Geschäftsfelder zu erschließen.
Die neue Lösung ist mehr als eine Digitalisierung von bestehenden Services. Sie eröffnet ABP neue Wege in die digitale Zukunft – mittlerweile können wir das digitale Portal auch für Kunden anderer Industrien anbieten und dringen so in völlig neue Geschäftsbereiche vor. Bei der Entwicklung war uns logicline ein wertvoller Partner, der bereits bei der ersten Ideenskizze auf einem Whiteboard eingestiegen ist und direkt verstanden hat, wie sich das technologisch umsetzen lässt.
Unsere Erfahrung mit diesem Partner war unübertroffen! In den über 20 Jahren, in denen ich mit Implementierungspartnern zu tun hatte, hatte ich noch nie einen so hervorragenden Partner wie logicline. logicline hat die Messlatte ganz klar höher gelegt!
logicline ist für uns ein zuverlässiger Projektpartner und mit logicline’s Expertise mit der Salesforce Plattform konnten wir unser Projekt schnell und agil umsetzen.
logicline hat uns verstanden und gut beraten. Mit der Salesforce-Kompetenz konnten wir eine sehr schnelle Umsetzung sicherstellen und die App nach kurzer Zeit direkt beim Kunden einsetzen. Vielen Dank für den großartigen Einsatz!
Die Reparametrisierung unserer Windkraftanlagen dauert heute nur noch wenige Minuten. Und das ist nur eins von vielen Beispielen, wie Nordex die mit logicline entwickelte IoT Plattform zur Effizienzsteigerung nutzt!
Use cases - from portals and web stores to predictive maintenance and equipment-as-a-service
Our solutions support machinery and equipment manufacturers in all areas of their service business. Whether it’s self-service portals, IoT integration, spare parts stores, or managing the installed base:
We offer strategic consulting, application modules, and partner solutions built on the Salesforce platform:
Self-service portals
Provide your customers with 24/7 access to machine data, documentation and tickets. Increase customer service efficiency with a portal. Integrate all channels – telephone, chat, website and on-site.
Spare parts stores
Increase your revenue through simple and targeted orders. Facilitate spare parts identification. Use AI agents to generate quotes.
Installed Base Management
Keep track of your machines and service histories. Identify potential problems early on. Offer new services or pay-per-use models related to your installed base.
Service Management
Automate ticket processing, dispatching, and Field Service, and integrate IoT data from your installed base.
Knowledge Management
Structured service knowledge for machinery and equipment manufacturers—interactive, AI-driven, and cross-team.
Remote Support
Help customers in real time with tools for secure remote access and AR support.
Trends and insights into the digital service world in the industry
Read about how other machinery and equipment manufacturers have transformed their service processes. Learn more about trends such as predictive maintenance, IoT integration, and digital platforms. Discover how AI tools and AI agents can boost productivity.
Why logicline?
Own products for faster solutions
Digital machine file, Service Decision Intelligence (SDI) and other modules are ready-made software with domain IP – no effort from zero, shorter time-to-value.
Industry depth for machinery manufacturers
Over 130 projects in service and aftermarket. Our team knows the processes before the first configuration begins.
Salesforce Platform, end-to-end
No system discontinuity, no integration project off track. Portals, spare parts stores, IoT, AI agents – all on one platform.
AI decision intelligence, product-ready
SDI combines machine data, CRM context and knowledge base into concrete recommendations for action. Not an experiment – a ready-to-use module.
Your pace, your order
The step model allows you to start where the need is greatest. Each level delivers immediate value and builds on the previous one.
Ready for the next step?
We will show you in 30 minutes what is possible for your company.
