Optimizing Performance and Service Efficiency for a Global Automation Provider
A global automation provider for food processing and packaging had weak performance monitoring, little remote support and a disorganised ticketing system. iSERV added monitoring, preventive maintenance, service management and a knowledge portal.
- Client
- Global automation provider for food processing, meat and packaging
- Industry
- Industrial automation
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Performance monitoring, preventive maintenance, service management, knowledge portal
- Headline result
- 34% higher customer satisfaction
Three numbers service moved.
Results after iSERV became the client's service platform.
Reduction in maintenance cost
Preventive maintenance cut unplanned repairs.
Rise in customer satisfaction
Organised ticketing and remote support got customers answers faster.
Improvement in equipment performance
Live performance monitoring kept equipment running as intended.
Meet the organization and understand the context behind the transformation.
A global provider of automation and technology solutions for the food processing, meat, and packaging industries. Known for its commitment to innovation and operational excellence, the company faced challenges such as inefficient performance monitoring, limited remote support, and a disorganized ticketing system. By implementing ITHENA’s iSERV Smart Service Solution, the client transformed its service management processes, enhanced equipment performance, and empowered its workforce with advanced tools and capabilities.
ITHENA's iSERV solution has been a game-changer for us. The real-time performance monitoring, AI-powered maintenance, and enhanced service management have significantly improved our operational efficiency. Our team is now empowered with the right tools, and we've seen measurable improvements in equipment performance and customer satisfaction. We are now better equipped to meet the challenges of our industry.
– Vice President, Manufacturing Operations
Remote customers, limited support.
Monitoring was weak, remote support was limited and tickets were disorganised.
- Lack of effective performance monitoring
- Insufficient remote support capabilities
- Limited workforce empowerment and efficiency
- Inefficient and disorganized ticketing system
How ITHENA closed the gaps.
ITHENA’s iSERV solution empowered the client with:
Performance Monitoring
Enabled real-time visibility into KPIs like OEE, MTTR, and MTBF to optimize operational performance
Preventive Maintenance
Enabled AI/ML-powered solution to automate data collection and schedule maintenance
Service Management
Integrated PLC and HMI connectivity for remote troubleshooting, support management, and simplified ticket creation, enhancing routing and overall ticket management efficiency
Knowledge Portal
Provided access to a knowledge portal for self-service troubleshooting of common errors
Service that sees the line first.
An illustrative iSERV view: signals from automation lines at customer plants open tickets, and most are solved remotely.