Case Study
Enhancing Customer Satisfaction for a Leading Flavor and Fragrance Company
0
%
increase in uptime
About the Client
A leading company in the creation and production of high-quality flavors and fragrances. It offers innovative, customizable solutions using natural and synthetic ingredients to create unique sensory experiences. To overcome challenges like unplanned downtime, inefficient task management, and a lack of real-time performance tracking, the company implemented ITHENA’s iSERV Smart Service Solution. With features like predictive maintenance, remote tracking, and a centralized knowledge portal, the company achieved improved equipment reliability, faster issue resolution, and enhanced customer satisfaction.
0
%
increase in uptime
ITHENA’s iSERV solution has revolutionized how we monitor and manage critical equipment. The predictive maintenance capabilities and real-time tracking have minimized downtime, while the centralized knowledge portal has empowered our teams to troubleshoot efficiently. This partnership has been instrumental in improving system reliability and ensuring a seamless experience for our customers.
Opportunity for Impact
Increase in uptime
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%
Quicker resolutions
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%
Boost in customer satisfaction
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%
Key Challenges Faced
- Absence of remote tracking limited the ability to monitor system performance
- Lack of KPI prediction for critical equipment led to higher levels of unplanned downtime
- Disorganized case tracking and task management processes
- Absence of a centralized digital knowledge base for troubleshooting
Our Solution
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Connected assets, tracked real-time KPIs, and provided remote tracking through persona-based dashboards
Predictive Maintenance
Streamlined logbook digitization, automated inspections, and introduced scheduled maintenance to ensure system reliability and uptime
Service Management
Integrated ticketing, optimized technician allocation, and leveraged AR/VR tools for remote collaboration to resolve issues faster
Knowledge Portal
Created a centralized hub with training materials, how-to guides, and self-service resources
