Digitizing Global Service Operations for a Leading Packaging Machinery Manufacturer
A robotic packaging machinery maker serving food and beverage handled service requests in fragments, with manual scheduling and limited history. iSERV added ticket management, asset lifecycle tracking, scheduling and service reporting.
- Client
- Robotic packaging machinery manufacturer for food and beverage
- Industry
- Packaging machinery
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Ticket management, asset lifecycle, scheduling and work orders, reporting
- Headline result
- 33% faster service response
Three numbers global service moved.
Results after iSERV digitised the client's global service operations.
Faster service response time
Central ticket tracking cut response time.
Increase in customer satisfaction
Faster, better-coordinated service raised satisfaction.
Improvement in service team productivity
Digital scheduling and work orders gave technicians more productive time.
Meet the organization and understand the context behind the transformation.
A global packaging machinery manufacturer serving the food and beverage industry, renowned for innovation in robotic equipment and packaging solutions. Facing challenges in service efficiency, response time, and operational visibility, the organization partnered with ITHENA to implement the iSERV solution. The result was streamlined service operations, improved service coordination, and faster response times, enhancing overall customer satisfaction.
ITHENA’s iSERV solution transformed our after-sales service operations, giving us complete visibility into service requests and enabling faster response and resolution. Their solution helped us improve efficiency and deliver a more consistent customer service experience.
-Head of Operations
Service run in fragments.
Requests were fragmented, scheduling was manual and service history was hard to find.
- Fragmented service request handling reduced visibility into ongoing service activities
- Lack of a centralized platform for ticket tracking and service coordination delayed response times
- Manual service scheduling and work order management impacted technician productivity
- Limited access to service history and documentation slowed issue resolution
- Service support inefficiencies affected customer satisfaction and overall service experience
How ITHENA closed the gaps.
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Ticket and Case Management
Unified ticketing enabled complete tracking, prioritization, and faster resolution of service requests
Asset and Service Lifecycle Management
Digitized asset onboarding and maintained complete service history for improved service efficiency
Service Scheduling and Work Order Management
Streamlined service planning, task assignment, and execution to improve technician productivity
Knowledge Portal
Centralized access to how-to videos, training documentation, and self-service tools to boost efficiency and enhance service delivery
Service Reporting and Visibility
Enabled digital service reports and operational visibility for better coordination and decision-making
Global service, one system.
An illustrative iSERV view: response times fall as tickets, work orders and technicians are managed in one place.