From Reactive to Proactive: How a $320M Manufacturer Transformed Its Aftermarket
Overview
A $320M North American industrial pump and fluid handling manufacturer transforms its aftermarket business using Industrility’s Industrial AI-powered platform, generating $63.6M in cumulative incremental revenue over five years.
The Challenge
With 48,000 machines in the field and no visibility into any of them, the manufacturer was losing millions in aftermarket revenue. Siloed ERPs, static PDF catalogs, paper service reports, a 58-day warranty cycle, and a parts capture rate of just 23% left a $41M annual opportunity completely out of reach.
The Solution
The company implemented Industrility’s asset-centric platform in four phases, from building a digital foundation and launching a branded customer portal, to activating TwinGPT industrial AI and deploying IoT remote monitoring across 3,200 machines.
The Results
Aftermarket revenue grew from 12% to 32% of total revenue. Warranty cycle time dropped from 58 to 11 days. Customer NPS doubled from 22 to 46. Field technician onboarding was cut from 14 months to 3.5 months. Two entirely new revenue streams, warranty upsell and IoT subscriptions, were created from scratch.
What's Covered
- Pre-transformation operational challenges across internal teams, field engineers, and distributors
- Platform evaluation process and why Industrility was selected over ERP expansion
- Phase-by-phase implementation timeline and milestones
- Before-and-after metrics across parts, service, warranty, and customer experience
- Five-year financial performance and total economic impact (2022 to 2026)
