Streamlining Service Management for a Global Labeling Solutions Manufacturer
A global labeling systems manufacturer handled service requests in fragments, with no central record of assets or service history. iSERV brought tickets, asset records, scheduling and digital service reports into one platform.
- Client
- Global manufacturer of self-adhesive label application systems
- Industry
- Labeling and packaging equipment
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Ticket management, digital asset records, scheduling, service reports
- Headline result
- 33% higher service team productivity
Three numbers service delivery moved.
Results after iSERV centralised the client's service operations.
Higher service response efficiency
Central ticket logging and prioritisation sped up responses to service requests.
Increase in service team productivity
Streamlined scheduling and technician assignment improved team utilisation.
Improvement in service process traceability
Digital service reports and complete history improved traceability and compliance.
Meet the organization and understand the context behind the transformation.
A global manufacturer of self-adhesive label application systems and customized high-tech labeling solutions. Facing challenges in service coordination, asset record management, and service process visibility, the client partnered with ITHENA to implement the iSERV solution. The outcome was centralized service tracking, improved scheduling efficiency, and digitized service documentation, strengthening operational performance and service delivery.
ITHENA’s iSERV solution gave us the structure and visibility we needed to manage our global service operations efficiently. We’ve improved coordination, strengthened service traceability, and enhanced our overall service effectiveness.
– Director of Operations
Service records nobody could find.
Requests, assets and service records were scattered, so coordination and compliance suffered.
- Fragmented service request handling limited visibility and coordination across teams
- Lack of a centralized system to manage installed assets, customers, and service records
- Manual service scheduling and reporting created delays and reduced operational efficiency
- Difficulty in maintaining accurate service documentation affected traceability and compliance
How ITHENA closed the gaps.
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Ticket Management
Enabled centralized logging, tracking, and prioritization of service requests with complete transparency and control
Digitized Asset and Customer Onboarding
Created a structured digital repository of equipment, customer, and site information for improved service traceability
Service Scheduling
Streamlined service planning and technician assignment, ensuring timely service execution and improved team utilization
Service Reports and Documentation
Digitized service report generation and maintained complete service history for better recordkeeping and decision-making
Knowledge Portal
Provided easy access to service manuals and troubleshooting resources to support faster and more consistent issue resolution
Every service visit, on record.
An illustrative iSERV view: requests stay inside SLA while each visit, part and report is linked to the asset and the customer site.