Case Study
Modernizing After-Sales Service and Operations for a Global Packaging Machinery Manufacturer
0
%
Increase in revenue from parts sales
About the Client
A global packaging machinery manufacturer serving the food and beverage industry, renowned for innovation in robotic equipment and packaging solutions. Facing challenges in after-sales service efficiency, asset visibility, and maintenance management, the organization partnered with ITHENA to implement the iSERV solution. The result was streamlined service operations, real-time asset monitoring, and predictive maintenance capabilities that improved uptime, reduced costs, and enhanced customer satisfaction.
0
%
Increase in revenue from parts sales
ITHENA’s iSERV solution transformed our after-sales operations, giving us real-time visibility, predictive maintenance capabilities, and faster service response. Their expertise helped us boost uptime, reduce costs, and enhance customer satisfaction.
Head of Operations
Head of Operations
Opportunity for Impact
Increase in revenue from parts sales
0
%
Increase in customer satisfaction
0
%
Improvement in asset visibility
0
%
Key Challenges Faced
- Absence of remote monitoring reduced visibility into system performance
- Lack of an integrated platform for real-time data and alerts hindered proactive maintenance
- Fragmented case logging and task management delayed internal team responsiveness
- Inefficient spare parts planning and ordering led to revenue losses
- Service support gaps reduced end-customer satisfaction and weakened brand loyalty
Our Solution
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Delivered seamless asset connectivity, real-time KPI tracking, and proactive alerts via persona-based dashboards
Predictive Maintenance
Digitized logbooks, automated inspections, and simplified work order management with planned maintenance to enhance uptime and reliability
Integrated Safety Oversight
Unified ticketing enabled optimized technician allocation and AR/VR-based remote collaboration, reducing resolution times
Knowledge Portal
Centralized access to how-to videos, training documentation, and self-service tools to boost efficiency and enhance service management