SH Group engineers launch and recovery systems, blade turners and defence handling equipment from Svendborg, Denmark. Its equipment runs for decades, but service was historically informal: a phone call, a spare part, a technician dispatched when there was time.

This case study follows the company from spreadsheet-based service to a structured installed base and a single queue for every support case. It covers the state of the installed base before the project, how the rollout was sequenced, what the platform had to fit, and the three sources of value in SH Group’s own internal business case.