We turn the installed base into a growth driver.
Salesforce-native product provider for service in mechanical engineering – digital machine file (IOTAM), customer portal, IoT asset management and service decision intelligence (SDI) on one platform. From structured machine inventory to AI-supported service decisions.
Service data and customer information - one truth per machine
Many companies already have lots of customers and products in the field. But when it comes to requests for spare parts, documentation or help with troubleshooting, many things fall through the cracks. For example, because there is a lack of detailed technical knowledge, there are too many requests at the same time, because relevant information about spare parts is not available or communication is spread across different media and people.
We solve these challenges on the Salesforce platform: digital machine file and customer portal with self-service and spare parts store, IoT asset management for real-time status and Service Decision Intelligence (SDI) for AI decisions with source verification. 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, web store, documentation and remote support on one platform.
- Webshop with spare parts identification
- Ticket & order management in self-service
- Embedded documentation, service reports, remote support
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 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 error codes at a glance
Service Decision Intelligence - AI with source reference
Generic AI agents hallucinate without domain knowledge. SDI combines machine data, CRM and knowledge to create a knowledge base that Agentforce, Claude or Copilot can use reliably – with proof of source.
- 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 in mechanical engineering on Salesforce - we show you how.
Our path: Service digitization in 4 stages
The bottleneck for AI in service is rarely the model – it is the underlying database. As long as the installed base is not structured and properly maintained under clear rules, each use case remains an individual case; if it is, the next stages are almost self-sustaining. That is why we are proceeding in order.
1. Digitize
Structured installed base as a database.
Digital machine file
2. Connect
Service processes and machines networked – customer portal, IoT, CRM.
Customer portal & IOTAM
3. Decide
AI with domain knowledge and source reference.
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 available in a structured form: Machines, components, maintenance history, configurations, real-time telemetry. The digital machine file creates precisely this database – directly on the Salesforce platform.
- Asset hierarchy with machines, components and spare parts
- Maintenance history, meter readings and error codes per 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 customer portal realized with Salesforce look like? Which functions does a web store offer in which expansion stages?
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 in mechanical engineering - 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 comes with a source reference and 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.
Customers and partners
From medium-sized mechanical engineering companies to global market leaders – we do everything we can to offer our customers 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 manufacturers of machinery and equipment in all areas of their service business. Whether self-service portals, IoT integration, spare parts stores or managing the installed base:
We offer strategic consulting, application modules and partner solutions based 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 sales through simple and targeted orders. Support the identification of replacement parts. Use AI agents to create quotations.
Installed Base Management
Keep an eye on your machines and service histories. Identify potential problems at an early stage. Offer new services or pay-per-use models for the installed base.
Service Management
Automate ticket processing, dispatching, field service and integrate IoT data from your installed base.
Knowledge Management
Structured service knowledge for mechanical engineers – 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 how other machine manufacturers have transformed their service processes. Find out more about trends such as predictive maintenance, IoT integration and digital platforms. Learn how to increase productivity with AI tools and AI agents.
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.
