Transforming Service Operations for a Leading Industrial Filtration Manufacturer
A U.S. industrial filtration manufacturer trained with paper documents, resolved issues slowly and missed cross-sell chances during service. iSERV added AR/VR remote collaboration, service management, a knowledge portal and integrated ticketing.
- Client
- U.S. manufacturer of strainers, cartridge filters and backwashing systems
- Industry
- Industrial filtration
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- AR/VR remote collaboration, service management, knowledge portal, ticketing
- Headline result
- 37% revenue boost
Three numbers service moved.
Results after iSERV modernised the client's service operations.
Boost in revenue
Service subscriptions and cross-sell during service visits added revenue.
Rise in service excellence
AR/VR guidance and a central knowledge base raised service quality.
Enhanced customer experience
Faster ticket resolution improved the customer experience.
Meet the organization and understand the context behind the transformation.
A leading US-based manufacturer of industrial filtration solutions, offering customized products such as automatic strainers, cartridge filters, and backwashing systems. Dedicated to innovation and operational excellence, the company faced challenges such as prolonged issue resolution times, inefficient training methods, and missed opportunities for revenue growth during service activities. By implementing ITHENA’s iSERV Smart Service Solution, the company streamlined its service operations, improved training efficiency, and unlocked new revenue streams through enhanced customer engagement.
ITHENA’s iSERV solution has revolutionized our service operations. With centralized knowledge management, AR/VR-enabled remote collaboration, and integrated e-commerce capabilities, we’ve enhanced our service efficiency, boosted customer satisfaction, and unlocked new revenue opportunities. This partnership has been instrumental in driving our growth and operational excellence.
Global Director, Operations
Paper training, slow fixes, missed sales.
Knowledge sat on paper, issues took too long to resolve and service visits never led to new sales.
- Lack of a centralized knowledge repository
- Inability to provide effective training due to reliance on paper-based documentation
- Inefficient customer issue resolution system, leading to prolonged resolution times
- Lack of efficient service subscriptions
- Inability to cross-sell during service activities, limiting revenue growth
How ITHENA closed the gaps.
ITHENA’s iSERV solution provided the client with:
Remote collaboration with AR/VR
Centralized support experts used AR/VR technology to collaborate efficiently with customer technicians remotely
Service Management
Offered customers a dedicated platform for submitting service tickets
Knowledge Portal
Delivered a centralized repository of a content hub offering training materials, How-To videos, and mechanics schematics
Integrated Ticketing Management
Enabled technicians to quickly access relevant knowledge and historical ticket data, boosting FTR and improving resolution efficiency
Service that sells.
An illustrative iSERV view: subscriptions and cross-sell grow during service visits while resolution time falls.