Enhancing Service Efficiency and Customer Satisfaction for a Global Leader in Factory Automation
A global builder of turnkey factory automation systems struggled to monitor equipment at remote customer sites, which drove up service costs. iSERV added predictive maintenance, a central ticket portal, AR/VR guidance and remote collaboration.
- Client
- Global builder of turnkey factory automation systems
- Industry
- Industrial automation
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Predictive maintenance, ticket portal, AR/VR knowledge portal, remote collaboration
- Headline result
- 20% lower service costs
Three numbers service moved.
Results after iSERV connected machines at customer sites.
Reduction in service costs
Remote collaboration and monitoring avoided costly site visits.
Increase in end-customer satisfaction
A single ticket portal gave customers a clear way to get help.
Improvement in issue resolution time
AR/VR guidance and remote support shortened resolution times.
Meet the organization and understand the context behind the transformation.
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.
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
Machines far away, costs close to home.
Remote equipment was hard to monitor, and customers had no single place to raise tickets.
- 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
How ITHENA closed the gaps.
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
Service that sees the cell first.
An illustrative iSERV view: automation cells at customer plants monitored remotely, with most tickets resolved without a site visit.