Case Study
Enhancing Service Efficiency and Operational Uptime for a Leading Industrial Cooling Innovator
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Boost in Customer Satisfaction
About the Client
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.
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Boost in 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
Director of Service & Aftermarket Operations
Opportunity for Impact
Reduction in service response time
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Rise in revenue generation
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Improvement in operational productivity
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Key Challenges Faced
- 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
Our Solution
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