Next level after-sales in mechanical engineering: customer portal and B2B self-service portal with Salesforce connection
In mechanical engineering, a self-service portal is the central, digital point of contact through which operators, service partners and manufacturers can efficiently exchange information, services and transactions relating to installed machines. As a B2B self-service portal, it connects all parties involved throughout the life cycle – from commissioning and predictive maintenance to upgrades – and reduces media disruptions and waiting times.
Stable, fast, scalable: this is how our B2B self-service portals deliver sustainable efficiency and profitability
More sales from your installed base - data-based and strategic.
Increase your after-sales turnover by up to 20 % through targeted analysis of your installed base. Develop a growth plan that can be implemented with concrete measures. Ask for our Installed Base Assessment!
More sales from your installed base - data-based and strategic.
Increase your after-sales turnover by up to 20 % through targeted analysis of your installed base. Develop a growth plan that can be implemented with concrete measures. Ask for our Installed Base Assessment!
Advantages: How a mechanical engineering customer portal benefits service and sales
A self-service portal shortens response times because customers can enter tickets, photos, logs and machine references directly and track the status in real time.
A B2B self-service portal increases turnover in after-sales through an integrated spare parts store with precise parts identification and customer-specific prices.
A customer portal in mechanical engineering increases the first-time fix rate because knowledge, documentation and machine data are available to technicians and operators in context.
A self-service portal creates transparency about the installed base, links service cases with assets and improves the planning of deployments and maintenance.
Challenges and risks - and how logicline solves them
- A B2B self-service portal can lead to data inconsistencies without clear governance; logicline ensures this through clean data models, roles and approval processes.
- A mechanical engineering customer portal requires change management so that users really use the portal; we provide support with enablement, training and KPI-supported adoption.
- A self-service portal needs reliable integrations to ERP/PLM/IoT; we implement robust interfaces (e.g. via MuleSoft) and continuously monitor data flows.
- A B2B self-service portal must be intuitive; we rely on UX design, personalization and iterative testing to lower barriers.
Functional modules for your self-service portal based on Salesforce
As an experienced Salesforce partner, logicline designs your self-service portal along specific use cases: spare parts ordering, ticket and order management, knowledge access, service contracts, remote support, KPI dashboards. In a B2B self-service portal, we map roles (operator, dispatcher, service technician, dealer, etc.) and authorizations granularly. In this way, we ensure that a customer portal in mechanical engineering shows exactly the information that is relevant for each target group: Machine structure, serial numbers, warranty status, meter readings, past deployments, planned maintenance and available upgrades.
In terms of technology, we rely on the Salesforce Experience Cloud for the self-service portal, the Service Cloud for case management and Field Service for deployment planning and mobile technician apps. A B2B self-service portal is being expanded with commerce functions so that spare parts and maintenance kits can be ordered directly. In the mechanical engineering customer portal, we are also integrating knowledge management (e.g. Empolis) and remote support (e.g. TeamViewer) for fast, in-depth help – also with AR support.
Integration: Combining ERP, PLM, IoT and CRM in the customer portal
The connection to the installed base is crucial: a self-service portal shows machine files, components, maintenance plans and error codes in context. Operating statuses, alarms and meter readings are mirrored in a B2B self-service portal via
Many machine manufacturers also use the self-service portal as a spare parts store. A B2B self-service portal facilitates the right selection through parts identification, exploded drawings and machine reference. The mechanical engineering customer portal handles customer-specific pricing logic, framework agreements, budget approvals and shows availability in real time – integrated with the ERP. Cross-selling and upselling can be triggered based on data: Maintenance kits to suit the runtime, upgrade offers for obsolete components, pay-per-use packages.
AI and automation: more efficiency in the B2B self-service portal
A self-service portal becomes smarter with IoT events – cases from anomalies, maintenance impulses from telemetry data, automatic appointment suggestions. A B2B self-service portal can use
Making the impact measurable – with convincing key figures: a self-service portal reduces telephone inquiries, increases the case deflection rate and speeds up resolution times. In a B2B self-service portal, we measure conversion in the spare parts store, shopping basket values, repurchase rates and effort per transaction. A mechanical engineering customer portal has measurable effects on first-time fix, MTTR, spare parts sales and SLA compliance – visible in dashboards used by management and service management.
Procedure with logicline: From MVP to scalable customer portal
Together with you, we define an MVP for the self-service portal – focused on the most important journeys and quick added value. The B2B self-service portal is then expanded iteratively: additional roles, additional countries, deeper ERP/PLM integration, IoT hooks, commerce features. In this way, a mechanical engineering customer portal gradually becomes a central platform without overburdening the organization.
We combine mechanical engineering expertise with Salesforce know-how. We provide consulting, architecture, implementation and operation for your self-service portal from a single source. A B2B self-service portal benefits from reusable modules (spare parts identification, machine file, ticket templates, KPIs) that we adapt to your business. In the customer portal for mechanical engineering, we pay attention to performance, security (GDPR, roles, approvals) and international scalability – so that your portal grows as your service grows.
Why: Practical differentiation!
A self-service portal brings you closer to the operator – 24/7, mobile, in the language of the user, with clear processes. A B2B self-service portal in your corporate design strengthens your brand in after-sales and brings your service to life. A customer portal in mechanical engineering that consistently maps the installed base becomes the linchpin for data-based services, upgrades and new business models such as equipment-as-a-service.
Book live demo Self Service Portal
Let us show you in a demo how a self-service portal is based on your existing system landscape, which quick wins are possible and which roadmap is realistic. Numerous satisfied customers confirm our approach. You too can benefit from a B2B self-service portal from logicline, which is based on best practices without ignoring your special features. A customer portal in mechanical engineering then becomes a competitive advantage because it increases customer loyalty and efficiency in equal measure.
Arrange a non-binding initial consultation now or request a workshop directly!
Why are you in the right place with logicline?
We are the right partner for all matters relating to the digitalization of your service business.
Our strengths:
For over 30 years, we have been helping companies optimize their processes and develop new business opportunities. Our expertise lies in the development of innovative software solutions, particularly on the Salesforce platform, which enable our customers to provide services more efficiently and with greater agility.
We value open communication and exchange with our customers on an equal footing. We develop solutions together with you that are then tailored precisely to the needs of your company. We are not just a service provider, but a partner who will support you in the digital transformation in the long term.
Our team consists of highly qualified Salesforce experts as well as specialists with extensive experience in the service business of mechanical engineering. With this well-coordinated team, we cover the complete development cycle, from strategy and business model to implementation and go-live.
We do everything we can to not only offer you innovative solutions, but also to create real added value. In addition to our own services and products, we offer an ecosystem of partners who contribute complementary expertise, services, and technologies to our collaboration.
