Digitizing Service Operations for a Leading Packaging Machinery Manufacturer
A shrink wrap and end-of-line packaging machinery leader managed service manually, with limited visibility into assets and history. iSERV added ticket and case management, a knowledge portal, scheduling and reporting.
- Client
- Shrink wrap and end-of-line packaging machinery manufacturer
- Industry
- Packaging machinery
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Ticket management, knowledge portal, asset history, scheduling, reporting
- Headline result
- 30% faster service resolution
Three numbers service moved.
Results after iSERV digitised the client's service operations.
Faster service resolution
Tracked tickets and shared knowledge sped up resolution.
Improvement in service team productivity
Digital scheduling and work orders improved team productivity.
Higher service operational efficiency
Structured reporting made service delivery more consistent.
Meet the organization and understand the context behind the transformation.
A packaging industry leader specializing in premium shrink wrap and end-of-line machinery. Facing challenges in service coordination, service visibility, and manual service workflows, the client partnered with ITHENA to implement the iSERV solution. The result was digitized service management, streamlined service workflows, and faster issue resolution, improving operational efficiency and service delivery.
ITHENA’s iSERV solution gave us a centralized and structured way to manage our service operations. We’ve significantly improved response times, strengthened service visibility, and enhanced our overall service efficiency.
- Head of Service Operations
Service coordinated by hand.
There was no central platform, and scheduling and documentation were manual.
- Lack of a centralized platform to manage service requests and track resolution progress
- Limited visibility into service activities, asset records, and service history
- Manual service coordination and scheduling led to slower response and inefficiencies
- Absence of structured documentation and reporting impacted service consistency
How ITHENA closed the gaps.
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Ticket and Case Management
Enabled centralized service request logging, tracking, and prioritization for faster and more efficient resolution
Knowledge Portal
Provided a centralized repository of service manuals, troubleshooting guides, and training content to support service teams
Asset and Service History Management
Digitized asset onboarding and maintained complete service records to improve traceability and service effectiveness
Service Scheduling and Work Order Management
Streamlined service planning, technician assignment, and execution to enhance service coordination and productivity
Service Reporting and Visibility
Enabled digital service report generation and improved visibility into service operations and performance
Service, digitised end to end.
An illustrative iSERV view: tickets resolve faster as knowledge, asset history and schedules sit in one platform.