Systematically manage installed base - for more service revenue
More sales through installed base, service business models and Salesforce: If you know your installed base and network it digitally, you can systematically generate service sales from it – and effectively orchestrate all processes with Salesforce as a service hub.
Those who know their installed base – i.e. all of their customers’ machines and systems – precisely and connect them digitally can systematically tap into new sources of revenue. Companies such as ASML show that service business models based on IoT data and platforms such as Salesforce enable significant increases in revenue. Here are the key points:
- Installed base as a source of revenue: Companies can generate up to 60 % more revenue through maintenance, upgrades and data-based services.
- IoT and real-time data: Technologies such as predictive maintenance and remote support reduce downtimes and costs.
- Salesforce as a service hub: The platform connects customer data, optimizes processes and increases efficiency in the service area.
Digital tools and data-based approaches not only offer new revenue opportunities, but also strengthen customer loyalty and reduce operating costs. Read on to find out how you can take advantage of these opportunities for your company.
Tapping into new sources of revenue with IoT, customer portals & AI
Central IoT service models: predictive maintenance and remote support
Predictive maintenance allows maintenance requirements and potential damage to be identified before breakdowns occur. This saves resources and increases sales in the service area at the same time [2]. Remote support goes one step further: firmware updates can be carried out remotely and old and new machines can be seamlessly integrated [2].
An impressive example is provided by Sachsenmilch Leppersdorf GmbH. With the AI-supported Senseye predictive maintenance solution from Siemens, the company ensures smooth operation 365 days a year. A pump failure detected at an early stage saved Sachsenmilch from costs in the low six-figure range [3].
“We can confirm that the pilot project with Senseye Predictive Maintenance has already paid off. The early detection of a defective pump has saved us a lot of effort – in the low six-figure range.”
– Roland Ziepel, Technical Manager and Head of Project Management at Sachsenmilch in Leppersdorf [3]
Also Costa Express shows how IoT can revolutionize service: Over 90 sensors in the coffee machines monitor the appliances and report problems directly, enabling quick diagnoses and solutions [4]. Another example is RUD Ketten Rieger & Dietz GmbH & Co. KG, which monitors conveyor chains in power plants via Telekom ‘s IoT cloud. The result? Fewer unplanned outages and lower maintenance costs [5].
“With the Telekom IoT solution, we are positioning ourselves as an innovator and creating tangible added value for our customers.”
– Klaus Pfaffender, Head of the “Conveying and Power Transmission” division at RUD Ketten [5]
These precise monitoring systems not only strengthen operations, but also create trust and long-term customer relationships.
Building better customer relationships through digital services
Digital, data-supported service models not only open up new revenue opportunities, but also intensify relationships with customers. Germany is playing a pioneering role in Industry 4.0, with growing demand for IoT solutions [6]. The German IoT market is expected to grow by 18% in 2023 and reach a volume of 13 billion US dollars [8]. Particularly noteworthy: Remote and smart services and maintenance have an adoption rate of 50% in Germany, well above the global average of 28% [8].
A look at the industry shows that 93% of companies are already testing at least one use case for digital customer experiences. In addition, 81% are planning to introduce further digital applications in the next one to three years [7]. Managers report increased customer loyalty, higher sales, faster problem solving and improved margins [7].
logicline’s digital tools for service innovation
The company logicline puts these concepts into practice and has been supporting companies in mechanical and plant engineering in the digitalization of their service processes for over 30 years [9]. With more than 130 successfully implemented projects [10] logicline has built up extensive expertise in the optimization of processes.
Your IoT asset management adds a digital dimension to the machine base in Salesforce. This enables proactive services, predictive maintenance and data-based business models [9].
One example: a manufacturer of rotary indexing tables for automotive production launched a digitalization project with logicline in 2019. The result was greater transparency for customers, who were able to make processes more efficient and reduce costs [11].
With the modular IoT Asset Management system (assets360), logicline integrates IoT data and AI agents directly into the service processes on the Salesforce platform. This enables manufacturers to increase their service revenue in a targeted manner [9][11].
Salesforce solutions for digital services in mechanical engineering
How Salesforce manages service processes and data
With Salesforce Field Service enables the connection between customers, field service and products on a central platform, resulting in more efficient service processes. The platform takes care of automatic order assignment and makes it possible to track the progress of field service employees in real time. The central overview of all key service figures, which are bundled in one place, is particularly helpful[12]logicline also shows how tailor-made solutions can further optimize these processes.
Leadec, an industrial service provider that has successfully implemented Salesforce Field Service, provides an illustrative example. This enabled service processes to be digitalized at over 300 locations worldwide. Leadec benefited from flexible planning based on contract agreements, mobile documentation of activities and digital quality management with real-time customer approvals.
“A year ago, we launched a site manager program to flank the technical measures with three special modules for our site managers.”
– Paulina Lujan, Head of Global Service Delivery Excellence, Leadec[13]
In addition, it offers Salesforce Data Cloud offers the possibility to bundle internal and external customer data, enabling proactive services[12]. Data silos are dissolved and communication between departments becomes more efficient. Practical benefits include optimized route planning that shortens travel times, greater success on the first customer visit thanks to mobile access to customer information and reduced administrative effort thanks to digital workflows.
logiclines Salesforce solutions for service digitization
logicline uses the possibilities of the central Salesforce platform to offer industry-specific solutions. With over 30 years of experience in the digitalization of service processes, the company develops solutions such as self-service portals, customer portals with the Salesforce Experience Cloud and spare parts web stores that can be seamlessly integrated into Salesforce.
The modular IoT Asset Management system (assets360) from logicline extends these functions specifically for machine manufacturers. This enables manufacturers to not only increase their service revenue, but also improve the efficiency of their processes.
Another industry-specific solution is the Manufacturing Cloud for Service from Salesforce, which can be easily connected to ERP systems[14]. According to a Salesforce study, manufacturers using this solution were able to reduce their processing time by 21%[1].
Partner integrations that extend Salesforce functions
In addition to the standard functions, the Salesforce platform is extended through partnerships with companies such as TeamViewer and Empolis. logicline works with these strategic partners to provide additional functions.
TeamViewer enables remote support directly from within Salesforce. This allows technicians to diagnose and resolve problems remotely.
Empolis Service Express brings intelligent knowledge management to the Salesforce environment. Service employees get quick access to relevant documentation, instructions and expert knowledge without having to leave their working environment.
A successful example of successful integration is provided by Koenig & Bauer, which uses the Manufacturing Cloud for Service to provide faster services and minimize system downtime[14]:
“With the help of the Manufacturing Cloud for Service, we can deliver services to our customers much faster and ensure that downtime is kept to a minimum. This in turn helps our customers to be more productive and successful in the market.”
– Thomas Göcke, Head of Digital Business Transformation, Koenig & Bauer[14]
The Salesforce AppExchange also offers a large number of apps that are specially tailored to the requirements of mechanical engineering. These include solutions for CPQ (Configure, Price, Quote) and product lifecycle management[15]. This flexibility allows manufacturers to customize and continuously expand their Salesforce environment.
Other success stories show the practical benefits: TOMRA was able to improve its technicians’ response times by 20% by using AI-powered planning and optimization in Salesforce Field Service Management[16]. CPI Security reduced the number of calls by 30% by using Agentforce for Field Service [16].
Tools and examples that you can use
logiclines tools for more efficient service processes
logicline enhances the Salesforce environment with specialized tools based on the strategic approaches described above. One highlight is the IoT Asset Management (assets360) system, which integrates IoT data directly into Salesforce. This enables predictive maintenance: sensors continuously transmit measured values, automatically trigger notifications for technicians and significantly reduce unplanned downtime[22].
The remote support integration with TeamViewer allows support sessions to be started directly from Salesforce service cases. Device IDs are automatically transmitted and all activities are documented. This saves time, minimizes trips and increases the success rate on the first visit[22].
AI-supported agents from logicline analyze service cases, suggest suitable solutions and start processes based on data from TeamViewer, Empolis and IoT platforms. This automation reduces the processing time of service cases by 21%[1].
These optimized solutions are the basis for impressive success stories, as the following examples show.
Case study: Increasing sales with Salesforce
The Coca-Cola Erfrischungsgetränke AG uses Salesforce as a central platform for sales and service. With a specially developed app based on the Service Cloud, the administrative effort for technicians was reduced by 30-40% and the efficiency of sales staff increased by 20-25%[19].
“We have literally billions of transactions a day on Salesforce. And everything is connected, collaborative and mobile.”
– Coca-Cola Germany[18]
A German packaging materials manufacturer benefited from Salesforce Commerce: order fulfillment time was reduced by 17%, customer inquiry processing improved by 45%, and manual documentation was reduced by 95%[20]. An automotive manufacturer used Salesforce Audience Studio and Marketing Cloud to increase click-through rates in campaigns by up to 160% and achieve savings in the millions[21].
The results speak for themselves: manufacturers achieve an ROI of 30% with the Manufacturing Cloud[1]. One global manufacturer even automated 60% of its warranty claims with Salesforce[1].
Comparison of the functions of Salesforce-based solutions
|
Function |
Benefit |
Cost savings |
Increase in sales |
|---|---|---|---|
|
AI automation |
Automatic case processing and suggested solutions |
21 % less processing time[1] |
Faster problem solving |
|
Remote support (TeamViewer) |
Remote maintenance directly from service cases |
30-40% less administrative work[19] |
Higher success rate on the first visit |
|
Self-service portals |
Customers solve problems independently |
Fewer support requests |
24/7 availability increases customer satisfaction |
|
IoT integration |
Predictive maintenance through real-time data |
Fewer unplanned outages |
Proactive service offerings |
|
Knowledge management (Empolis) |
Context-based solutions for technicians |
Shorter familiarization times |
Intelligent support for all experience levels |
Pricing for Salesforce solutions in mechanical engineering is clearly structured: The add-ons Experience Cloud for Manufacturing starts at €15 per login/month, Manufacturing Intelligence at $165 per login/month and Rebate Management at $75 per user/month[17]. These add-on prices require an annual contract and further details should be discussed with a sales representative[17].
In addition, logicline offers customized solutions that can be seamlessly integrated into existing Salesforce environments. Thanks to the modular structure, manufacturers can start with basic functions and expand the system step by step depending on their needs and budget.
IoT Asset Management in Salesforce from logicline
Today, your customers expect self-service portals that offer them quick access to documentation or spare parts. At the same time, your internal processes, from resource planning to IoT-supported maintenance, need to mesh perfectly. With platform solutions such as Salesforce and our complementary modules, we create a seamless connection between your customers, your installed base and your teams.
What you need for digital service success
Prerequisites for a successful digital transformation
Digital transformation in mechanical engineering is much more than just the use of new software. High data quality is a crucial foundation: the installed base must be recorded in a complete and structured manner so that digital tools such as IoT sensors or Salesforce can unfold their potential.
Another key factor is system compatibility. Standardized reference architectures ensure that existing ERP systems, maintenance software and production facilities can communicate seamlessly with platforms such as Salesforce and IoT systems. As part of the Industry 4.0 initiative, Germany is specifically focusing on interoperability between different systems in order to overcome these challenges[23][24].
Employee qualifications also play a key role. Technicians must be able to use digital tools with confidence, while management must be able to react quickly to new business models. With around 15 million employees working directly or indirectly in the German manufacturing industry, structured training is essential[24].
Security concepts should not be underestimated. The increasing merging of Operational Technology (OT) and Information Technology (IT) requires new approaches to minimize security risks and strengthen the trust of customers and employees in these technologies. At the same time, these measures must meet the strict German data protection requirements[23][24].
Compliance with German regulations and cultural expectations
Compliance with German data protection laws, in particular the GDPR and the German Federal Data Protection Act (BDSG), is a must for any IoT or Salesforce implementation[25]. Data sovereignty is a crucial concept here: companies must ensure that they retain control over the storage, access and processing of their data in order to both comply with legal requirements and not jeopardize customer trust[25].
Cross-border data transfers bring additional challenges. Companies must implement robust data protection measures and comply with GDPR-compliant processes to avoid fines of up to €20 million or 4% of annual global turnover[25]. Measures such as encryption, strict access controls and regular audits are essential. The use of local data centers and cloud services within Germany also supports compliance with data protection requirements. In addition, the appointment of a data protection officer and the publication of their contact details is required by law[26].
International companies often face further hurdles, such as compliance with German electrotechnical standards and conformity procedures. Partnerships with system integrators and membership of German associations can be helpful here[24].
Long-term benefits for competitiveness and customer loyalty
Once the technical and organizational foundations have been laid, the digital transformation pays off in the long term. Companies benefit from improved customer relationships, for example through proactive maintenance, faster problem solving and the use of self-service portals. Digital tools also make it possible to address customers in a more targeted manner and better understand their behavior[27].
In addition, data-based services open up new revenue opportunities. In addition to the sale of machines, service subscriptions and usage-based business models can provide predictable, recurring revenue and strengthen customer loyalty[28].
Operational efficiency also increases. Optimized marketing and operating processes reduce costs and increase flexibility in adapting to market changes. Real-time monitoring and measurement enable companies to react quickly to new trends and opportunities[27].
With investments of up to 10 billion euros by 2025, SMEs are driving the digital transformation forward. 75% of German companies have already implemented digital solutions. Small and medium-sized enterprises in particular, which make up 99.3% of all German companies and employ 56% of the workforce, are benefiting from this development[23][24].
These prerequisites create a solid foundation for a successful digital service strategy. They not only help companies to generate continuous revenue, but also to stand out from the competition, build stronger customer relationships and secure brand loyalty in the long term[27].
Conclusion: More turnover through installed base and Salesforce
Important findings for mechanical engineers
Salesforce as a centralized service hub can bundle proven approaches and help companies improve their sales forecasting by up to 42% and increase sales productivity by 34%[30]. These figures illustrate just how much IoT data and CRM technologies can change the service sector.
The decisive factor is the targeted use of machine data. Digital monitoring and the integration of this data into Salesforce automatically creates new service models. Examples such as predictive maintenance, remote support or data-based consulting open up additional sources of revenue that go far beyond the sale of machines.
Large industrial companies have successfully implemented this approach: A leading manufacturer of industrial equipment reduced downtime by 25% and reduced maintenance costs by 30% with AWS IoT Core and Amazon SageMaker [32]. Such efficiency gains can be converted directly into new service offerings.
The strength of data-based business models is also demonstrated by Salesforce itself: With revenue growth of 11% and total revenue of $34.9 billion in fiscal 2024, the platform is proving its maturity and capability[29]. For machine manufacturers, this means that even complex service processes can be mapped with Salesforce.
The next sections show how you can put these findings into practice and start your digital transformation.
Your next steps for digital service solutions
The path to successful digitalization of services begins with clear goals and a well-thought-out strategy. Wes Snow, CEO and founder of Ascendix Technologies, puts it in a nutshell:
“A successful Salesforce implementation must take a balanced approach that focuses on the technology design, the people who will use it, and the processes to be supported by the Salesforce system.”[31]
A sensible starting point is a small, manageable framework with a focus on quick successes. Identify areas with high potential and start with a proof of concept. Develop concrete use cases for your machine data and check how workflows can be improved. Think about which new business models – such as as-a-service offerings, data monetization or pay-as-you-go models – could generate additional revenue.
Involve all relevant stakeholders, from management to operational teams, at an early stage to ensure acceptance and success.
logicline offers specialized Salesforce solutions for the mechanical engineering industry to support this transformation process. Whether self-service portals with the Experience Cloud, IoT asset management or AI-supported tools with Agentforce – all modules are designed to systematically generate new sales from the installed base. The integration of proven partners such as TeamViewer for remote support or Empolis Service Express for knowledge management turns Salesforce into a central service hub.
Review your progress regularly – ideally in collaboration with your customers. Use internal tests, pilot projects or employee feedback to ensure that your digital service strategy not only works technically, but also offers real added value.
FAQs
Why is the installed base so important in mechanical engineering?
The installed base forms the basis for long-term service sales. By systematically recording and using it, new digital services such as predictive maintenance, spare parts stores or remote support can be realized.
How does the integration of IoT data in Salesforce help to increase service revenue?
Integrating IoT data into Salesforce offers companies the opportunity to gain real-time insights into their installed base of devices. The result? Maintenance work can be planned in advance, minimizing downtime and increasing customer satisfaction. Manufacturers benefit from more efficient processes and can develop targeted new service offers that are tailored to the current condition of the devices.
In addition, data analysis enables problems to be identified at an early stage before they result in costly repairs. This not only increases the efficiency of the service teams, but also ensures smoother processes. Salesforce acts as a central service hub that connects all important processes. This not only reduces operating costs, but also helps to increase sales in the service area in the long term.
How can companies successfully digitally network their installed base and what challenges need to be overcome?
Digital networking of the installed base
Modern technologies such as cyber-physical systems (CPS) come into play to digitally network the installed base. These systems make it possible to connect machines and devices with each other and with the internet. It is crucial to adapt existing infrastructures and ensure the seamless integration of data.
Of course there are challenges. IT security, the complexity of data processing and the development of standardized interfaces are often key issues. Another important aspect is the training of employees. After all, efficiency can only be increased if they understand and accept the new technologies.
However, these challenges can be overcome with a clear plan and the right technologies. A structured approach is the key to successfully implementing digital networking.
How does Salesforce support the management of the installed base?
With solutions such as Experience Cloud, Service Cloud and Data Cloud, Salesforce offers central tools as a basis for integrating machine data, service processes and customer interfaces. Extensions such as IoT Asset Management with a digital machine file provide a 360-degree view of customers and the installed base – ideal for the digitalization of the after-sales business.
How does Salesforce as a central service hub support the optimization of service processes and what advantages does it offer over conventional methods?
Salesforce: The central hub for customer service
Salesforce brings all customer interactions and data together in one central location. The result? A better overview, more efficient collaboration within the team and the ability to tailor service offerings to customers’ individual needs. Thanks to automated processes and a standardized database, response times can be significantly reduced – and customer satisfaction increases noticeably.
In contrast to conventional methods, which often rely on several isolated systems, Salesforce scores with seamless integration and comprehensive digital networking. This allows service processes to be optimized and service quality to be sustainably increased – a real advantage for companies that want to strategically expand their existing customer base.
What role does IoT play in new service business models?
IoT allows machines to be monitored in real time and enables services such as remote support or predictive maintenance – a key building block for modern business models in industrial service.
Rethinking service processes: greater efficiency with IoT, AI and self-service
Find out how logicline’s extensions for Salesforce – especially for manufacturers of plant and machinery – can revolutionize your service processes with IoT, AI and self-service solutions. Find out more now and fully exploit service potential!
