Online OEM Machine Proactive Maintenance
- Industry:
- Original Equipment Manufacturers (OEM)
- Country:
- Netherlands
- Model of cooperation:
- Nearshoring
- Company:
- NDA
Our solution helped reduce manual tasks by up to 40% for the customer service and dealer departments related to equipment maintenance.
We've managed to achieve accuracy in machine tracking and assignments. Clients have faster response times for service requests via real-time machine data.
"Working with the LaSoft team has been a great experience. They were not only highly professional and responsive, but also very friendly and easy to communicate with. Throughout the project, they always kept us updated on the progress. The collaboration was smooth and efficient, and we truly felt that they cared about delivering the best possible result."
Client & product
Our client is a Netherlands-based company specializing in the development of post-harvest equipment for the agricultural and food sectors.
The client partnered with LaSoft to automate and scale support for company representatives, dealers, resellers, and end clients.
The goal was to empower dealers, customers, and support agents to manage machines, resolve issues, and access documentation, all within a unified, real-time portal.
Project deliverables
Our solution serves as a central hub that interconnects OEMs, dealers, customers, and service teams. The platform's functionality enables seamless collaboration across different regions.
This unified system addresses common challenges faced by OEMs, including inconsistent maintenance reporting and a lack of real-time machine insights.
Unified dealer & service portal
One place for dealers and service teams to manage machine maintenance, service requests, and spare parts orders with full visibility into machine status and service history.
Real-time telemetry and machine logs
We integrated real-time data collection functionality, allowing the OEM’s team to monitor how the machines are performing. This option enables proactive maintenance, preventing unexpected downtime and optimizing service operations.
Predictive maintenance enablement
By utilizing machine data and service logs, the platform enables predictive maintenance, allowing the OEM to transition from repair to planned interventions, thereby reducing costs and enhancing customer satisfaction.
UI/UX for role-based access
Our design team created a role-specific interface that simplifies complex workflows for different user groups, including dealers, service technicians, and administrative staff. We ensured high usability for all levels of technical expertise.
Interactive Figma prototypes and user testing
We developed Figma prototypes, tested them with real users, and refined them during the MVP stage. This user-centered design process minimized risks and ensured the platform met real-world needs before full-scale development.
Our efforts and scope
We follow a structured approach in software development process to achieve the best outcome. In addition, we combine agile practices to get an ongoing feedback from the client and our team to improve collaboration.
- React JS
- Python
- FastAPI
- PostgreSQL
- LaSoft Admin System
Discovery and specification
LaSoft began with an intensive discovery stage to understand the workflows, user roles, and integration needs. Deliverables included technical specifications, functional documentation, stakeholder interviews, and system architecture.
UI/UX design and information architecture
Our designers created wireframes for core Dealer portal modules, including Machines, Dealers, Customers, and Support. We built user-friendly navigation structures and data flows and delivered high-fidelity UI designs tailored to different user roles (admin, dealer, support).
Infrastructure setup
Configured a robust cloud environment to support scalable hosting, role-based security policies, data backups, and integration with third-party APIs. Our software developers offered to use the Lasoft admin panel as a consistent, universal solution to accelerate the development stage.
Integration
We ensured the accurate integration with the client's ERP to establish database replication. The system allows data sources to be connected without disrupting ongoing operations. We also added automatic notifications for machine assignments, ticket updates, and dealer onboarding approvals.
Remote connection
We integrated secure VNC connections via existing integrations for real-time diagnostics and remote access, allowing dealers and support teams to initiate connections for the machine detail view. The client highly appreciated this solution.
Challenges
Before the Dealer Portal, the client’s company used disconnected tools and manual processes to support dealers, customers, and internal support staff.
Fragmented service tracking
Service requests were submitted via email or phone and manually logged in outdated systems or spreadsheets. Support agents were unable to prioritize or track service issues in a timely and organized manner. Dealers lacked real-time visibility into their support tickets, leading to frequent follow-ups and frustration.
Decentralized order management
The client's company stored key order and service information in the ERP system, but it wasn’t accessible to external partners, such as dealers. The lack of a user-friendly interface made sales and support staff act as intermediaries, answering frequent questions about order status, machine assignments, and warranty coverage.
Limited machine monitoring
Although the machines produced valuable telemetry and performance data through cloud infrastructure gateways, there was no central place to view or analyze this information. Both internal teams and dealers were blind to early warning signs and potential maintenance needs. Remote diagnostics were delayed, and support relied heavily on manual input from users.
Administrative overload
The support and sales teams spent a significant portion of their time on repetitive administrative tasks, including updating records, assigning machines, coordinating maintenance, and answering routine questions. These inefficiencies slowed down the operation and limited the team's focus to strategic or high-priority initiatives.
No role-based access and self-service tools
Without a central portal, different user groups (dealers, customers, and support agents) had no place to access their data or perform actions independently.
LaSoft helps OEMs to turn unconnected machines into intelligent assistants
The LaSoft engineers bridge the technological gap by enabling OEMs to connect their machines without the expense of redesigning or rebuilding them.
The problem
Many Original Equipment Manufacturers (OEMs) face a critical technological gap: their machines, especially older models or legacy fleets, aren’t “connected.” Redesigning and rebuilding machines from scratch to add IoT capability is too costly, time-consuming, and often infeasible.
No live data on performance, failures, or operating conditions.
No visibility for service teams until a breakdown occurs and the client contacts them.
No option to offer proactive or predictive maintenance.
Limited insights into machine usage across regions or clients.
Manual service ticket (work orders) creation and poor customer support.
High risk of downtime, which can damage both brand reputation and customer retention.
Lasoft solution
Lasoft offers a solution by installing industrial-grade IoT devices from our partner.
As an outcome you get a functional software and eliminate the problem of "unconnected machines."Collect operational data (temperature, pressure, etc.)
Transmit telemetry securely.
Requires no redesign or machine rebuild.
Receives and processes real-time data.
Automatically triggers alerts and work orders.
Schedules preventive maintenance.
Notifies dealers and manufacturers of anomalies.
Offers dashboards for OEMs, dealers, and service teams.
Key features delivered
The agile implementation ensured that the platform was aligned with the client's business needs, technical environment, and requirements, thereby accelerating the time to value.
Secure registration
New users (dealers, support staff, and admins) go through a secure registration process that includes explicit consent to the client’s data policy, ensuring compliance with EU regulations.
Multi-role access
The system supports four primary user types: Admin, Dealer admin, Dealer sub-user, and Support. Each has been assigned specific permissions based on business needs.
Self-registration and invitation flows
Dealers and sub-users can register via secure invitation links. Admins approve access and assign roles, ensuring controlled onboarding while minimizing manual data entry.
ERP-synced machine inventory
Machine records are synchronized with ERP, giving dealers accurate, real-time access to machine serial numbers, locations, status, and customer assignments.
Dealer-controlled assignment
Dealers can assign machines to their customers, update location data, and manage machine metadata without needing to contact our client's support.
Machine diagnostics and logs
Each machine has a detailed view showing operational status, error history, uptime, product type, and more.
Remote access via existing cloud infrastructure
Secure remote sessions allow dealers and support staff to connect to machine interfaces for diagnostics or configuration, reducing on-site visits.
Multichannel ticket (work orders) creation
Dealers and customers can submit tickets through the portal, by email, or via phone (call center integration). Middleware converts emails and call data into structured tickets.
Ticket (work order) life cycle management
Tickets follow a clear status workflow: new, in progress, done, or rejected with manual links to Ridder iQ service requests.
Admin & support dashboards
Internal users track, update, assign, and escalate support requests, ensuring that nothing gets lost in the shuffle.
Email notifications
Automated alerts for machine assignments, ticket (work order) status changes, and remote access approvals.
Planned in-app notifications
Future phases include support for real-time, in-app alerts to keep users informed as they interact with the system.
Final recap
The Dealer Portal project was a big step toward digitalizing and scaling support operations across the company’s international dealer network. LaSoft delivered a role-based web platform that integrates with existing ERP systems and remote diagnostic tools.
The portal enables real-time collaboration among dealers, customers, and internal support staff, reducing manual workload by 30-40%.
By centralizing machine management, integrating ERP data, enabling secure remote diagnostics via existing cloud infrastructure, and providing multi-channel support ticketing, LaSoft helped the client company modernize its operations and increase productivity.
