Enhancing Service Efficiency and Operational Uptime for a Leading Industrial Cooling Innovator
An industrial cooling innovator making eco-friendly process chillers lacked real-time equipment data, remote monitoring and a central ticket system. iSERV added performance monitoring, predictive maintenance and service management.
- Client
- Industrial process chiller manufacturer
- Industry
- Industrial cooling
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Performance monitoring, predictive maintenance, service management, knowledge portal
- Headline result
- 28% faster service response
Three numbers the chiller fleet moved.
Results after iSERV connected the client's chillers.
Reduction in service response time
A central ticket system sped up response to customers.
Rise in revenue generation
Better uptime and service created new revenue.
Improvement in operational productivity
Live data and predictive maintenance improved productivity.
Meet the organization and understand the context behind the transformation.
A leading innovator in industrial cooling, delivering high-efficiency, eco-friendly process chillers with low-GWP refrigerants and unmatched cooling capacity in a compact footprint. Facing challenges in real-time equipment visibility, remote monitoring, and service ticket management, the client partnered with ITHENA to implement the iSERV solution. The result was centralized performance monitoring, predictive maintenance, and automated ticketing—driving faster service response, higher operational productivity, increased revenue, and improved customer satisfaction.
ITHENA’s iSERV gave us complete visibility into our equipment performance and transformed how we manage service. With real-time monitoring, predictive maintenance, and automated ticketing in one platform, we’ve significantly reduced response times, improved uptime, and unlocked new revenue opportunities.
Director of Service & Aftermarket Operations
Chillers in the field, data out of reach.
Real-time metrics and remote monitoring were limited, and tickets had no central home.
- Difficulty in accessing real-time performance metrics of machinery and assets
- Restricted remote monitoring capabilities for distributed equipment
- Lack of a centralized system for service requests, ticketing, and resolution tracking
How ITHENA closed the gaps.
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Delivered live monitoring of equipment performance with persona-based dashboards and visual analytics for trend detection and downtime prevention
Predictive Maintenance
Enabled AI-driven maintenance planning, remote diagnostics, and automated alerts to maximize operational uptime and efficiency
Service Management
Simplified case logging and resolution workflows while linking performance data to trigger automated ticket creation
Knowledge Portal
Provided a central hub with how-to guides, instructional videos, and AR/VR-assisted troubleshooting to support faster repairs and reduce service expenditure
Every chiller, watched.
An illustrative iSERV view: chillers at customer sites monitored remotely, with alerts turned into tickets before a failure.