Somewhere at sea right now, a crane is launching a remotely operated. Until recently, the company that built that crane could not have told you who owned it.

SH Group is a 350-person manufacturer in Svendborg, Denmark, building launch and recovery systems for marine, offshore wind and defense. It ships 10 to 15 new systems a year against an installed base of 500 to 700 units and roughly 1,000 customers. Service ran on phone calls, a shared inbox and spreadsheets. Most cases were resolved quickly, by good people, which is exactly why nothing looked broken.

In this session, Sune Lysgaard-Hansen, Head of OEM at SH Group, walks through what changed. Achint Varia, Co-Founder of Industrility, shows the system on screen while Sune says whether it is true.

What you will learn

• How an OEM with no single list of its own installed base built one, and what the data work actually cost in time and people
• How AI case management replaced the shared inbox. Every channel into one queue, every case tied to a specific asset, triaged before an agent opens
• Why SH Group sequenced installed base visibility and case management first
• What proactive service looks like in practice, which is a weekly list of customers to call before anything fail