Case Study
Enhancing After-Sales Service and Customer Satisfaction for a Global Packaging Machinery Manufacturer
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Reduction in service cost
About the Client
A leading manufacturer of automated packaging equipment and integrated solutions for industries including food, pharmaceuticals, and consumer goods. Facing challenges in remote equipment monitoring, spare parts management, and service response, the client partnered with ITHENA to implement the iSERV solution. The outcome was streamlined after-sales operations, real-time asset monitoring, and predictive maintenance, driving higher uptime, lower costs, and improved customer satisfaction.
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Reduction in service cost
ITHENA’s iSERV solution gave us complete visibility into our equipment and after-sales operations. With predictive maintenance and end-to-end e-commerce capability, we’ve increased uptime, cut costs, and delivered better experiences for our customers.
Vice President of Service Excellence
Vice President of Service Excellence
Opportunity for Impact
Reduction in service cost
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Improvement in issue resolution time
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Boost in machine uptime
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Key Challenges Faced
- Difficulty in remotely tracking equipment and conducting preventive maintenance
- Lack of a centralized platform for end-customers to submit service requests
- Ineffective spare parts planning and procurement led to revenue loss
- Restricted access to order information hindered delivery forecasting
Our Solution
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Enabled real-time monitoring of equipment parameters to support performance evaluation and predictive maintenance
Knowledge Portal with AR/VR Integration
Delivered access to knowledge resources, including self-help videos, maintenance manuals, and AR/VR-enabled guidance
Centralized Ticket Management
Deployed a unified ticket management portal for submitting service requests and queries
End-to-End E-commerce
Streamlined ordering of machinery and spare parts with 3D/2D equipment views and a web-based tracking system