Case Study
Digitizing Asset Monitoring and Service Operations for a Leading Packaging Machinery Manufacturer
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Faster service resolution
About the Client
A packaging industry leader specializing in premium shrink wrap and end-of-line machinery. Facing challenges in real-time asset visibility, remote monitoring, and fragmented service workflows, the client partnered with ITHENA to implement the iSERV solution. The result was digitized service operations, real-time asset monitoring, and predictive maintenance, leading to faster issue resolution, improved efficiency, and increased revenue.
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Faster service resolution
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
Faster service resolution
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Increase in sales revenue
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Uplift in overall operational efficiency
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Key Challenges Faced
- Limited visibility into real-time asset and equipment performance
- Challenges in remotely monitoring operations and product health
- Absence of a single portal for service requests, tracking, and rapid issue resolution
Our Solution
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Real-time asset tracking with interactive dashboards, trend analysis, and visual reports to detect anomalies and prevent failures
Predictive Maintenance
AI-powered predictive maintenance with automated alerts, remote supervision, and flexible scheduling to improve uptime and ROI
Service Management
An integrated ticketing system that connects performance data with service workflows, automating issue logging and prioritization
Knowledge Portal
Self-service portal with repair manuals, instructional videos, and AR/VR-enabled guidance to empower field teams and reduce service costs