Case Study
Transforming Service Operations with iSERV for a Global R&D Technology Provider
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Faster Service Response Times
About the Client
A global provider of advanced technology solutions, specializing in supporting research and development in physics, chemistry, biotechnology, materials science, and nanotechnology. Facing challenges in real-time asset performance monitoring, limited remote visibility, and fragmented service management, the client partnered with ITHENA to implement the iSERV solution. The outcome was digital performance monitoring, AI-driven predictive maintenance, and a centralized knowledge portal, driving faster service response, improved operational efficiency, and enhanced asset visibility.
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Faster Service Response Times
ITHENA’s iSERV solution transformed how we monitor and manage our equipment. With real-time performance insights, automated ticketing, and a centralized knowledge portal, we’ve accelerated service response, improved operational efficiency, and unlocked new revenue opportunities.
Director of Global Service Operations
Director of Global Service Operations
Opportunity for Impact
Faster Service Response Times
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Increase in Revenue
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Boost in Operational Efficiency
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Key Challenges Faced
- Inability to monitor asset performance in real time
- Restricted remote visibility and control over products and equipment
- Lack of a unified platform for service requests, issue tracking, and rapid resolution
Our Solution
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Provided instant insights into asset performance through tailored dashboards and interactive reports, enabling early detection of issues
Predictive Maintenance
Utilized AI-based monitoring and automated alerts, along with flexible scheduling tools, to boost operational efficiency and reduce maintenance costs
Service Management
Simplified issue reporting and resolution workflows while linking performance data to automatically generate tickets, ensuring faster response times
Knowledge Portal
Offered an accessible repository of instructional videos, manuals, and AR/VR guidance, allowing teams to perform repairs independently and cut service expenses