Service & Asset Management
for Mechanical and Plant Engineering

Digital Processes for Efficient Service & Asset Management in Mechanical and Plant Engineering

Service & Asset Management in Mechanical and Plant Engineering is undergoing significant transformation. Customers expect fast response times, maximum equipment availability and outstanding service throughout the entire lifecycle of their machinery and industrial assets. At the same time, skilled labour shortages, rising spare parts costs, global service organisations and increasingly complex system landscapes make efficient service operations more challenging.

With SAP-based solutions from proaxia, companies digitalise their entire service operation – from customer enquiries and omnichannel communication to workforce scheduling, spare parts management, mobile field service and billing. Customer portals, modern maintenance software, integrated materials management systems and powerful asset management solutions create the foundation for higher productivity, lower costs, transparent customer interactions and long-term customer loyalty.

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Challenges in Service & Asset Management for Mechanical and Plant Engineering

Companies today must deliver far more than traditional maintenance and repair services. Global service organisations require transparent processes, digital support and seamless integration between customer service, ERP, asset management, spare parts logistics and field service operations. At the same time, customers expect to submit, track and manage their service requests anytime through their preferred communication channel.

Typical challenges include

  • Increasing customer expectations regarding service quality, response time, and transparency

  • Lack of seamless processes between customer service, scheduling, field service, and billing

  • Different communication channels without a centralized view of customer inquiries and service cases

  • Limited self-service options for customers outside of business hours

  • Skilled Labor Shortage in Technical Field and Office Roles

  • Complex spare parts and materials logistics

  • Lack of transparency regarding installed machinery, equipment, and their service history

  • Long response times and high service costs

  • Lack of integration between ERP, customer portals, asset management, and service processes

  • Manual handoffs and media breaks between customer inquiries, planning, and technical implementation

Opportunities in Service & Asset Management for Mechanical and Plant Engineering

In Mechanical and Plant Engineering, after-sales service is becoming an increasingly strategic business area. Service, maintenance, spare parts and digital value-added services are no longer viewed simply as cost factors – they are evolving from traditional cost centres into profit centres. Today, many companies generate a significant share of their revenue not only from selling new machinery, but from recurring service business throughout the entire lifecycle of their equipment.

A well-known example is the printer industry: while printers are often sold with relatively low margins, significant recurring revenue is generated through spare parts, consumables and accessories. Similar opportunities exist in Service & Asset Management for Mechanical and Plant Engineering, particularly through professional maintenance services, digital spare parts management, service contracts and new service-based business models.

At the same time, customer expectations are rising. Customers no longer want to rely solely on phone calls or emails to report service issues—they expect to communicate through multiple channels. A seamless omnichannel approach connects phone, email, chat, customer portals and personal support within a single service process. This gives service teams a complete view of each customer, enabling them to handle requests faster, more consistently and with greater transparency.

A digital customer portal extends service availability far beyond regular business hours. Customers can submit service requests, check their current status, access documents, order spare parts and view information about their machinery and equipment at any time. This 24/7 availability reduces the workload for service teams, increases transparency and delivers a significantly better customer experience.

In addition, connected equipment and service data create the foundation for new business models. Predictive maintenance, remote services and usage- or performance-based offerings generate predictable recurring revenue and strengthen long-term customer relationships. Companies that intelligently connect customer service, asset management and field service are evolving from equipment manufacturers into strategic service partners.

proaxia Solutions

With proaxia, you gain an integrated solution portfolio covering the entire service lifecycle in Service & Asset Management for Mechanical and Plant Engineering. From customer enquiries and omnichannel communication to customer portals, workforce scheduling, digital field service, spare parts management, asset maintenance and billing, every process is seamlessly connected within one integrated solution.

Customers benefit from transparent information and digital self-service capabilities at any time, while service organisations can centrally manage and automate their processes. The result is greater operational efficiency, higher asset availability and a modern service experience that builds long-term customer loyalty.

SAP Field Service & Asset Management

Plan, manage, and document service calls digitally. Mobile apps support service technicians directly at the customer's site and improve efficiency and the first-time fix rate.

proaxia Seamless Service Suite

Connect all service processes on a central platform. Seamless workflows ensure greater transparency, faster processes, and more efficient customer service.

SAP Service Cloud

Manage service requests centrally and digitally. Create seamless communication between customers, the office staff, and field staff to deliver a first-class service experience.

FAQ

Service & Asset Management in Mechanical and Plant Engineering covers all customer-facing and technical processes related to installed machinery and industrial equipment. This includes customer service, maintenance, repairs, asset maintenance, spare parts management, asset data, mobile field service and the digital documentation of service activities.

Digital maintenance software helps companies plan maintenance more effectively, reduce unplanned downtime, and carry out service calls more efficiently. It provides centralized access to information on machinery, service histories, spare parts, and maintenance schedules. This increases equipment availability, transparency, and service quality.

After-sales service is increasingly evolving from a cost centre into a profit centre. Companies can generate recurring revenue through service contracts, spare parts, maintenance, digital value-added services and data-driven offerings. At the same time, integrated Service & Asset Management improves the customer experience and strengthens long-term customer relationships.

A customer portal provides customers with a central digital access point for service and support. They can submit service requests, track their status, access documents, order spare parts and view information about their machinery at any time. This increases transparency, improves the customer experience and reduces the workload for internal service teams.

Omnichannel customer service integrates communication channels such as phone, email, chat, the customer portal, and in-person support into a single, unified process. Customers can choose the channel that works best for them, while service representatives have a complete overview of past contacts and open inquiries. This allows issues to be resolved more quickly and consistently.

A materials management system ensures that spare parts and necessary materials are available at the right time and in the right place. It links inventory, purchase orders, service vehicles, and service orders. This enables service technicians to complete jobs more quickly and improve the first-time fix rate.

Asset Management Software provides a centralised view of machinery, equipment, components and their condition. It enables companies to identify maintenance requirements early, track complete service histories and manage asset lifecycles more effectively. At the same time, customer service teams and field technicians have access to the same up-to-date asset information, ensuring greater transparency, collaboration and service efficiency.

Field service software reduces manual work, improves scheduling, and provides service technicians with all relevant information on the go. This reduces administrative overhead, travel time, and unnecessary follow-up visits. When combined with customer service and asset management, it creates an end-to-end process from the initial request to completion.

SAP solutions help companies connect customer service, service operations, asset management, materials management, field service and billing within a single integrated platform. This creates a seamless digital process that spans the entire service lifecycle—from the initial customer enquiry and service order through to invoicing, reporting and performance analysis.

Digital service solutions lay the foundation for rental, term-based, and usage-based business models. For example, equipment can be billed based on operating hours, parts produced, or actual usage. Predictive maintenance, remote services, and digital service contracts can also be offered based on integrated equipment and service data.

Service & Asset Management solutions are ideal for manufacturers of machinery, industrial plants and other complex technical equipment that want to digitalise their customer service, maintenance and field service operations. They are particularly valuable for companies looking to strengthen customer relationships, increase asset availability and unlock new revenue opportunities through after-sales service.

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Digitalise your Service & Asset Management in Mechanical and Plant Engineering with SAP-based solutions from proaxia. Connect customer service, customer portals, maintenance, asset management and field service within one seamless process, creating the foundation for higher customer satisfaction, greater operational efficiency and long-term business success.