Digitizing Field Services for Wastewater Equipment Manufacturer
A maker of dewatering centrifuges and sludge thickeners faced high maintenance costs and frequent downtime at remote customer sites. iSERV added predictive maintenance, AR/VR guided repairs and a central ticket portal.
- Client
- Manufacturer of dewatering centrifuges and sludge thickeners
- Industry
- Water and wastewater equipment
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Predictive maintenance, knowledge portal, AR/VR repairs, ticket portal
- Headline result
- 3x faster query resolution
Three numbers field service moved.
Results after iSERV digitised field service.
Increase in customer satisfaction
A central ticket portal gave customers faster, clearer responses.
Faster time-to-query resolution
AR/VR guidance let technicians resolve queries without travel.
Decrease in equipment downtime
Predictive maintenance cut failures from limited asset visibility.
Meet the organization and understand the context behind the transformation.
A globally leading manufacturer of dewatering centrifuges and sludge thickeners, also providing repair and parts services. To reduce high maintenance costs and frequent downtimes caused by limited asset visibility, the company partnered with ITHENA. By implementing the iSERV solution, they gained access to AR/VR guided repairs, predictive maintenance, and a centralized ticketing portal. This transformation significantly reduced service costs, improved service management, and enhanced customer satisfaction.
iSERV transformed our service operations by providing real-time insights, remote troubleshooting, and predictive maintenance. The platform’s centralized ticketing system and AR/VR-guided repairs helped us reduce service costs and enhance customer satisfaction, all while minimizing equipment downtime.
– Process Improvement Manager
Remote sites, rising costs.
Customers were far away, assets were hard to see and there was no ticketing system.
- High maintenance costs from remote customer locations
- Frequent downtime and failures caused by limited asset visibility
- Delayed responses and reduced customer satisfaction due to the absence of a ticketing system
How ITHENA closed the gaps.
ITHENA deployed Smart Service solution, iSERV with functionality such as:
Predictive Maintenance
Monitored real-time KPIs to generate insights, alerts, and forecasts for proactive maintenance and reduced downtime
Knowledge Portal
Offered centralized access to on-the-go resources such as how-to videos, manuals, and machine schematics for self service troubleshooting
AR/VR Integration
Implemented AR & VR for real-time guided repairs, reducing service costs through remote collaboration with customers
Centralized Ticket Management Portal
Digitized workflows, scheduled orders, resolved and tracked queries through a unified web and desktop platform with 24/7 access
Fix it before you fly out.
An illustrative iSERV view: centrifuges at remote plants monitored live, with AR-guided repairs closing most issues.