Case Study
Enhancing Service Efficiency and Customer Satisfaction for a Global Leader in Factory Automation
0
%
reduction in service costs
About the Client
The client is a global leader in custom turnkey factory automation systems, crafting solutions for manufacturers worldwide. To tackle challenges like remote equipment monitoring, high service costs, and delayed issue resolution, they implemented ITHENA’s iSERV solution. With predictive maintenance, centralized ticket management, and remote collaboration tools, the company reduced downtime, streamlined service operations, and boosted customer satisfaction.
0
%
reduction in service costs
iSERV transformed how we manage our service operations. By enabling predictive maintenance and providing real-time remote collaboration, we drastically improved our ability to monitor equipment and resolve issues. The centralized ticketing system has streamlined our customer support, leading to faster resolutions and significantly higher customer satisfaction.
– Product Line Manager
– Product Line Manager
Opportunity for Impact
Reduction in service costs
0
%
Increase in end-customer satisfaction
0
%
Improvement in issue resolution time
0
%
Key Challenges Faced
- Difficulty in remotely monitoring equipment and performing preventive maintenance
- High service costs from machines located at remote customer sites
- Prolonged issue resolution time
- Absence of a unified platform for end-customers to raise service tickets
- Reduced end-customer satisfaction
Our Solution
The client partnered with ITHENA and implemented iSERV, Smart Service solution on their machines:
Predictive Maintenance
Empowered service teams to carry out predictive maintenance by monitoring critical equipment parameters
Centralized Ticket Management
Implemented a centralized ticket management portal for raising service tickets and queries
Knowledge Portal with AR/VR Integration
Provided access to knowledge artifacts: self-help videos, maintenance manuals, and AR/VR integration
Remote collaboration
Facilitated real-time remote collaboration between the OEM and end customers
