We're turning our installed base into a growth driver.
15–30% of revenue in the machinery and equipment industry comes from service—with margins up to four times higher than in new business. The potential lies in your installed base, but the relevant data is scattered. logicline organizes it on a single platform and makes it actionable: Digital Machine File, customer portal, IoT, and AI-powered service decisions with source citation.
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 these challenges on the Salesforce platform: a Digital Machine File and customer portal with self-service and a spare parts store, IoT asset management for real-time status updates, and Service Decision Intelligence (SDI) for AI-driven decisions with source citation. No new silos, no vendor lock-in, and a proven ecosystem of co-developed Salesforce integrations —including Empolis (knowledge) and TeamViewer (remote support).
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.
Service Decision Intelligence - AI with source reference
Generic AI agents hallucinate without domain knowledge. SDI combines machine data, CRM, and knowledge into a knowledge base that Agentforce, Claude, or Copilot can rely on—with a source citation. 82% of industrial companies consider AI to be critical to their competitiveness, but only 42% are actually using it—mostly because they lack a reliable data foundation.
- 6 ready-made skills, productive in 10-12 weeks
- Persistent audit trail – AI Act-compliant from day 1
- On your cloud (Azure/AWS), LLM-agnostic via MCP
Service digitization for machinery and equipment manufacturers on Salesforce - we show you how.
Our path: Service digitization in 4 stages
The bottleneck for AI in customer service is rarely the model itself—it’s the underlying data set. As long as the installed base isn’t structured and maintained according to clear rules, every use case remains an isolated instance; if it is, the next steps almost take care of themselves. That’s why we’re taking a step-by-step approach.
1. Digitize
A structured installed base as a data source.
Digital machine file
2. Connect
Connected 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 in a structured manner: machines, components, maintenance history, configurations, and real-time telemetry. The Digital Machine File creates exactly this database—right 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
How the installed base becomes a business model - the story behind the machine file.
Self-service portals, web store and remote support - networked 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.
What customer portals really do for machinery and equipment manufacturers - functions, stages, practical examples.
AI decisions in service - with proof of source instead of hallucination
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. Each recommendation includes a source citation and a confidence score.
- 6 ready-made skills, productive in 10-12 weeks
- Persistent audit trail – AI Act-compliant from day 1
- On your cloud (Azure/AWS), LLM-agnostic via MCP
AI in service with its own knowledge base - how SDI avoids hallucinations and delivers comprehensible decisions.
Why Service Digitalization Pays Off—Figures from machinery and equipment manufacturers
- 15–30% of revenue comes from service, with margins up to four times higher than those from 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 · 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.
