Empowering a governmental organization by Optimizing Planning and Scheduling
A leading heavy-duty forklift OEM moved first contact onto AI agents. Coverage went round the clock, urgent work was separated from routine at the door, and the simple calls stopped reaching technicians at all.
- Client
- Case Study
- Footprint
- Nationwide dealer & parts network.
- Solution
- ITHENA Agentic OEM AI Agents.
- Coverage
- 24 / 7, including after hours.
- Parts catalogue
- 35,000 lines, checked live on the call.
Three numbers the service desk moved.
Measured against the client's own pre-deployment baseline across the nationwide dealer and parts network.
Boost in overall productivity
Routine fault and parts questions closed by the agent, never entering the human queue.
Faster decision-making
Guided diagnostics run at the moment of the call instead of waiting on technician availability.
Increase in operational efficiency
Visits booked against real technician availability, then confirmed automatically.
Meet the organization and understand the context behind the transformation.
A global leader in innovative, efficient automotive diagnostic tools, advancing next-generation vehicle technologies. To address challenges such as delayed project timelines, evolving industry demands, and usability concerns with diagnostic software, they implemented ITHENA's Modernization solutions. With modernized app development, cutting-edge design practices, and Agile methodologies, the company accelerated delivery timelines, enhanced operational efficiency, and improved customer satisfaction.
I just posted an entire week of material to these programs for reporting in about 30 minutes. Used to take me 15+ hours all during the week. YAY!!!!
-Enloa, End User
Gaps between a breakdown and an answer.
Recurring failures in the service desk, each one costing hours before anybody could act on the call.
- Delayed decision-making and action due to time-consuming paper-based KPI monitoring during Gemba walks
- Inability to identify trends and patterns for proactive management of shop floor incidents
- Limited visibility into key performance indicators across SDQC
- Unavailability of historical data to conduct thorough root cause analysis (RCA) and developing targeted corrective actions
ITHENA empowered the client with:
ITHENA’s Digital Shopfloor (iGEMBA) solution provided the client with:
Digital KPI Dashboard
Digitized dashboards enabled users to define organizational hierarchy and KPIs for a unified view of shop floor performance
Smart Visualization
Persona-based visualization of KPI formulas and color thresholds for clear performance insights
Historical KPI Access
Provided access to historical data of KPIs for easy comparison of current observations with past trends, enabling effective pattern analysis
Proactive Issue Resolution
Streamlined efficient task tracking and issue resolution related to KPI breaches