Service doesn't work today.
Not because people do bad work.
Because the system is built wrong.
We built that system for a decade - then we rebuilt it from the ground up. Why coordination time is the real enemy of uptime, and what service looks like when you finally think about it from the machine.
It all starts with an email.
Then everything stalls.
Every service case begins the same way: an email, follow-up questions, the hunt for the right contact, scheduling, clarifying the spare part. And while all of that happens, the machine does one thing - nothing.
Downtime
The most expensive state an industrial asset can be in
Coordination time
The real enemy - not repair time
More portals
Don't solve the island problem - they multiply the islands
"The industry keeps answering with the same reflex: one more portal, one more tool, one more system. More systems don't solve an island problem. They multiply the islands."
We can say this because we built the islands ourselves.
Since 2013 we built customer portals for the machine-building industry - good portals that worked. But every one ended up as another isolated island.
In 2021 the insight landed that changed everything: as long as you think from the manufacturer, all you ever build is one more island.
So we don't build another portal. We build what a portal can never become - a shared, neutral service infrastructure that belongs to no single manufacturer. Machine builder, operator, and supplier finally work inside the same flow.
Started building customer portals for machine builders
The insight: thinking from the manufacturer always creates another island
CECIMO Machine Tools Innovation Award with UNITED GRINDING
A shared, neutral service infrastructure - live and growing
This isn't just our opinion.
Two independent studies from 2020 reached the same conclusion.
VDMA / McKinsey Study
Own platforms don't pay off for most machine builders - and manufacturer independence is a stated customer demand.
Fraunhofer ISI Survey
Confirms: own platforms don't pay off for most machine builders. Manufacturer-independent infrastructure is the future.
Today, with connected assets and AI, manufacturer-independent service infrastructure is no longer an option.
It's the price of staying competitive.
Watch the Manifesto
Read the full manifesto.
In "Service doesn't work today," we show why "one more portal" is the wrong answer - and what service looks like when you finally think about it from the machine.
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