Digital solutions enable systematic management of these needs. When a company knows exactly what equipment a customer has, it can link the appropriate parts, maintenance intervals, service history, documentation, and additional services to it.
According to Deloitte, aftermarket service margins can be approximately 2.5 times higher than new equipment sales, and for some manufacturers, services account for 40-50% of total profit.
The foundation: information about customer-owned equipment
If a manufacturer or supplier sells hundreds of units per year, after several years there is already a significant number of them in the market. Each unit has a model, serial number, configuration, warranty period, maintenance intervals, and service history.
The problem is often that this information is fragmented across ERP, service, accounting, and other systems. By consolidating it into one environment, the customer no longer needs to explain what equipment they have every time. The system itself can display the appropriate parts, documentation, upcoming maintenance, or possible upgrades for a specific unit.
This is exactly where an equipment registry is worth starting.
A spare parts catalog can be linked to a specific unit
For customers, the challenge is often not purchasing a part, but understanding which part fits their equipment.
Liebherr links its spare parts catalog to a specific machine's serial number. Caterpillar also allows customers to save their equipment and filters appropriate parts and maintenance kits based on it.
This logic applies not only to heavy machinery. It can be used for production equipment, heating systems, professional kitchen equipment, agricultural machinery, or other equipment where precise part compatibility is critical.
The customer selects their unit and sees only what fits it. For the supplier, this means simpler sales and a lower likelihood that the customer will search for parts elsewhere.
A maintenance reminder can immediately become a sale
If the system knows when the equipment was put into operation, when the last service was performed, and what the recommended intervals are, maintenance needs can be anticipated in advance.
The customer doesn't need to track deadlines themselves - the system can remind them of upcoming service and immediately offer to register for service or order the necessary maintenance kit.
If equipment transmits operational data, maintenance can be scheduled not by date, but according to actual operating hours or other parameters.
In John Deere solutions, equipment operational data can be viewed not only by the customer, but also by their service representative, allowing some problems to be diagnosed remotely.
This is a direct connection between equipment data and new sales.
A customer portal can bring everything together in one place
The spare parts store, service registration, warranty documents, and maintenance history don't necessarily have to be separate systems.
A logged-in customer can see their equipment, its documentation, warranty, service history, upcoming maintenance, suitable parts, and possible upgrades.
For a manufacturer or supplier, such a portal becomes more than just a service channel. It allows them to see what equipment is still in operation, when it was last serviced, and what additional offers might be relevant to a specific customer.
One-time service can be turned into recurring revenue
A digital system also makes it easier to manage maintenance plans. Instead of individual service orders, you can offer an annual plan that includes scheduled services, operating materials, parts, priority service, or remote monitoring.
Caterpillar in its Customer Value Agreements model combines parts, service, and equipment data into a continuous service model.
A smaller manufacturer doesn't need to start with a complex subscription system. A clear annual plan and a system that knows when to offer it to the customer, remind them about service, and renew the contract is sufficient.
Digital services can become a separate revenue stream
Connected equipment allows you to sell not just physical parts or service. Depending on the product, you can offer remote condition monitoring, performance reports, energy consumption analysis, failure warnings, optimization features, or integrations with other customer systems.
MyLiebherr customers can manage equipment, order parts, and administer software licenses linked to specific machines.
This allows part of the product value to be sold even after equipment acquisition.
You don't need to start with telemetry
For many companies, the first step can be very simple: the customer logs in, sees their equipment by model and serial number, finds suitable parts for it, receives maintenance reminders, and can submit a service request.
Such a solution alone can already reduce administrative work, increase spare parts sales, and help maintain a direct relationship with the customer.
Telemetry, remote diagnostics, or paid digital services can be added later.
It's important to measure not just service revenue
It's worth seeing what portion of sold equipment is still linked to active customers, how many devices have maintenance contracts, how many spare parts customers purchase directly, and how much revenue one operating device generates per year.
In a digital solution, you can measure more specifically: how many parts orders started from an equipment profile, how many service registrations were generated by reminders, how many maintenance plans were renewed.
This makes visible not only the system usage, but also its commercial results.
Sales should not end with equipment handover
For an equipment manufacturer or supplier, it's valuable to know what happens after the sale: where the customer searches for parts, who performs the service, how they track maintenance schedules, and whether the manufacturer still has a direct relationship with the equipment owner.
Digital solutions allow this relationship to be maintained and connect each sold unit with further services.
One equipment sale can then become the beginning of many subsequent sales.
Frequently asked questions
What digital solutions are most relevant for equipment manufacturers?
Most commonly, these are customer portals, equipment registries, parts catalogs that work by model or serial number, service management, maintenance reminders, and remote equipment monitoring.
How can a digital solution increase spare parts sales?
By linking the customer to the specific equipment they own, the system can display only compatible parts and allow them to be ordered immediately.
Is it worth creating a customer portal?
If customers regularly need parts, service, documentation, or technical maintenance, such a portal can have direct commercial value.
Where to start?
From the installed base: link customers to specific equipment, their serial numbers, parts, maintenance intervals, and service history. Everything else can be expanded gradually.