Case Study
Unifying Asset Monitoring and Service Management for a Global Labeling Solutions Manufacturer
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decrease in time to resolution
About the Client
A leading manufacturer of automated packaging equipment, offering innovative solutions for industries such as food, beverage, and pharmaceuticals. The company faced challenges related to time-consuming customer issue resolution, inefficient training processes, and over-reliance on traditional paper documentation. By adopting ITHENA’s iSERV Smart Service Solution, the client modernized their operations with AR-guided training, centralized documentation, and streamlined progress tracking, resulting in improved efficiency, productivity, and cost savings.
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decrease in time to resolution
ITHENA’s iSERV solution transformed the way we monitor and maintain our equipment. With real-time insights and streamlined service workflows, we’ve improved response times, enhanced operational efficiency, and delivered better results for our customers.
– Director of Operations
– Director of Operations
Opportunity for Impact
Rise in service response times
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Boost in sales revenue
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Increase in operational performance
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Key Challenges Faced
- No unified view of asset performance tracking
- Inability to remotely monitor equipment performance and service status
- Fragmented service processes leading to delayed ticket resolution and poor traceability
Our Solution
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Provided continuous real-time tracking of asset health and KPIs through interactive dashboards, enabling proactive intervention
Predictive Maintenance
Implemented AI-powered predictive tools for remote monitoring, automated alerts, and maintenance scheduling to reduce unplanned downtime
Service Management
Centralized issue reporting and tracking, integrating performance insights to automatically generate and prioritize service tickets
Knowledge Portal
Offered a self-help repository with training videos, manuals, and AR/VR-enabled repair guidance, lowering service costs and response times