Customer Portal

Empower Your Customers with a Self-service Portal

Our Customer Portal solution is a powerful add-on to the Installed Base, enabling machine manufacturers and distributors to provide their customers with a dedicated service and parts management platform.
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Industry leaders we work with

Launch a Customer Portal With Makula to Reduce Service Follow-ups

White-label the customer portal

Customize the customer portal with your own logo and background colors so it appears as a natural extension of your brand. This creates a consistent, professional after-sales experience for customers and partners without changing technical setup.

Installed Base Visibility

Customers can see all their machines, locations, and configurations in one place, giving them full transparency over their assets.

Service Ticket Creation

Customers can raise and track work orders and service requests directly against specific machines, ensuring faster responses and fewer follow-up questions.

Service History per Machine

Customers have access to a complete service history per machine and see the ticket status,  helping them understand past issues and maintenance activities.

Preventive Maintenance Visibility

Customers can see upcoming maintenance and planned service visits, making service predictable instead of reactive.

Spare Part Requests & Ordering

Customers can request and order spare parts in context of their machines, reducing service follow-up emails, errors and downtime.

Service Reports & Documentation

Customers receive service reports and documentation digitally, ensuring all records are accessible and up to date.

Multi-Site & User Access Management

If you are selling into larger enterprises. Give the headquarter access to all information and factories only information on the machines they are running in their factory.

Re-Sharing Across Distributors & Partners

Distributors can see all machines they are responsible for and securely re-share access with local partners or service teams. This ensures decentralized service execution while the OEM retains full visibility across the entire installed base.

Give Customers 24/7 Access to Machine Information

Makula makes it easy for customers to view their installed machines, documentation, and service records through a self-service Customer Portal for industrial equipment.
Customers log in through your website or by scanning a QR code on the machine
View machine details, manuals, maintenance schedules and service history instantly.
Keep customers informed with the latest machine information and updates.
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Allow Customers to Create and Track Service Tickets

Customers can raise and follow up on service requests directly in the Customer Portal, reducing email traffic and response delays.
Customers create new tickets with one click, automatically linked to the correct machine.
See ticket status, assigned technician, and progress in real time.
Communicate directly with your service team in a structured thread.
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Empower Customers with an AI Service Copilot

Makula’s Customer Portal includes an AI Copilot that instantly answers customer questions based on their own machines and service history. It uses your official documentation and past service records to provide accurate, context-specific help, anytime in any language.
Customers ask questions in natural language about maintenance or troubleshooting
The AI Copilot draws from manuals, asset data, and previous tickets for that customer
It is language agnostic and always available, reducing repetitive support requests and improving understanding
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Enable Self-Service Spare Part Requests

Let customers browse your spare parts catalogue in the portal and submit part requests digitally.
Display the right parts per machine or asset.
Customers can request quotations
All requests stay linked to the relevant machine for full traceability
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Share Documentation and Training Materials Easily

Centralise technical knowledge and make it accessible to customers without sending endless PDFs.
Upload manuals, SOPs, and drawings once and keep them always up to date.
Organise content by machine or model for intuitive navigation.
Control who can access confidential or advanced documentation.
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Integrate Seamlessly with Field Service and Help Desk teams

The Customer Portal is fully connected to your service workflows in Makula.
Tickets created by customers appear instantly in your Help Desk dashboard.
Customers can see updates on ticket and work order progress through our Scheduling and Dispatch feature.
For consistent asset visibility data directly flows into CRM and ERP systems.
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Keep Full Control of Access and Data

You decide which customers and partners can access which machines and information.
Grant or revoke access per customer, site, or distributor
Manage roles and permissions centrally
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Transform Your Product Data into a Digital Experience

Make it easy for your customers to explore your full offering and access detailed product information anytime.
Provide instant asset visibility with structured, searchable product catalogs through the portal.
Organise products by custom filters, automatically displaying relevant maintenance records and machine service history
Keep catalogs dynamic and continuously updated to reflect your latest offerings.
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Explore more about Customer Portal

After Sales
Branded Customer Portal for OEMs: A Detailed Guide
After Sales
How After-Sales Service Generates Up to 2.5× More Profit Than New Machine Sales
Case Studies
Revolutionising Customer Service: Swiss Can AG's Success with Makula's Customer Portal

See how Swiss can AG is revolutionising their customer service

Swisscan AG's Challenges
  • Time-consuming machine identification
  • Outdated and confusing documentation
  • Slow communication and support
  • Complex spare parts ordering
  • Lack of clear order/service history
Makula Solution
  • Simplified machine selection
  • Up-to-date, centralized document access
  • Instant live chat support
  • Streamlined spare parts ordering
  • Comprehensive transaction overview
Read Case Study

Frequently asked questions

How do customers interact with the customer portal?
Customers use the portal as a central place to access machine-related information, submit service requests, and communicate with your service organization. Everything is structured around machines, ensuring clarity and context.
Are customers notified about changes in the portal?
Yes. Customers receive notifications when relevant updates occur in the customer portal, such as status changes, new messages, or updates to their service requests. This keeps communication transparent without manual follow-ups.
Can the customer portal be accessed on mobile devices?
Yes. Customers can access the customer portal through the mobile app, allowing them to view information, submit requests, and stay up to date directly from their phone or tablet.
Can the customer portal be white-labeled?
Yes. The portal can be branded with your company logo and background banner. This ensures a consistent, professional experience that aligns with your existing brand.
Who can access the customer portal?
Access is issued to specific users based on customers, locations, distributors, or partners. Each user only sees the machines and information relevant to them, ensuring clarity and security.
Is the customer portal suitable for distributors and partners?
Yes. The portal is designed for complex machinery ecosystems and can be used by end customers, distributors, importers, and service partners alike, each with the appropriate level of access.
Can complex hierarchies be reflected in the portal?
Yes. The portal supports multi-level hierarchies, for example from manufacturer to importer to distributor to end customer. You can also delegate portal management, allowing importers or distributors to re-issue portals to their downstream customers on your behalf, while you retain overall visibility and control.
Do customers need training to use the portal?
No. The portal is designed to be intuitive and easy to use. Most customers can start using it immediately without training or onboarding sessions.

Here’s what our customers say about us

Since implementing Makula in June 2023, we've seen a dramatic reduction in errors and a significant boost to our after-sales efficiency. Makula has streamlined our processes, allowing us to provide faster and more accurate service to our customers. This has not only improved customer satisfaction but has also generated additional revenue through monthly sales.

Robert Thornton
Sales Director

The efficiency and clarity that Makula brought to our after-sales operation is unparalleled. Our team is more aligned, our customers are happier, and our revenue is on the rise. Highly recommended!

Norbert Kaiser
Managing Director

The overview of all the latest offers, spare part orders, invoices, and service reports, helps the customer enormously. The software has really developed very well and Makula is doing a great job. The service is great, if I need something, there is always an answer from Karina very quickly.

Michael G.
Chief Executive Officer

We have had a great experience with the Makula team from the sales process to onboarding and then helping with day to day support if needed. The team are always quick to come back to us and provide solutions to requests. The platform is easy to access and navigate and Makula have already incorporated most of the functionality we need. This enables us to support our customers with the tools and resources they need to order spares, access machine information or book service visits.

Lizzie W.
Marketing Executive

The software is very user-friendly and intuitive to use. The team assists very intensively with the transformation process and onboarding. We have managed to integrate the tool into our daily processes, thereby promoting our internal coordination and ultimately our spare parts sales.

Flynn S.
Advisory Board Member

Thanks to the implementation of Makula, we have achieved full traceability of all customer requests. We consolidated all after-sales interactions into a single platform, which has significantly improved our response times and operational efficiency

Fernando Neves
Global Customer Support Manager

Since we started using Makula, we've gained a broader perspective on the evolving world of digital after-sales. The software has seamlessly blended with our processes, enhancing operations and providing fresh insights. It's a gentle reminder of the portential avenues open for SME machine suppliers in this digital era.

Erik Döinghaus
Managing Director

Makula's platform has been a game-changer for us. Onboarding was incredibly smooth, and the system's ease of use has significantly improved our after-sales service efficiency. Our technicians now save several hours each day by reducing the time spent on phone calls and searching through scattered documents.

Edward Herbert
COO & Founder

Being a user of 30+ machine brands, I can firmly state that Makula's after-sales platform is transformative. It doesn't just enhance and streamline communication with OEMs—it revolutionises it, driving unparalleled customer satisfaction in an increasingly complex and dynamic production

Christopher Staub
Chief Executive Officer

Ready to transform your machine maintenance?

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