Improving Real-Time Visibility and Operational Response for a Metal Filtration Technology Leader
A leading heavy-duty forklift OEM moved first contact onto AI agents. Coverage went round the clock, urgent work was separated from routine at the door, and the simple calls stopped reaching technicians at all.
- Client
- Case Study - SELEE
- Footprint
- Nationwide dealer & parts network.
- Solution
- ITHENA Agentic OEM AI Agents.
- Coverage
- 24 / 7, including after hours.
- Parts catalogue
- 35,000 lines, checked live on the call.
Three numbers the service desk moved.
Measured against the client's own pre-deployment baseline across the nationwide dealer and parts network.
Improvement in output efficiency
Routine fault and parts questions closed by the agent, never entering the human queue.
Faster operational response time
Guided diagnostics run at the moment of the call instead of waiting on technician availability.
Reduction in operator error
Visits booked against real technician availability, then confirmed automatically.
Meet the organization and understand the context behind the transformation.
SELEE is a global leader in metal filtration technology, pioneering the use of ceramic foam and driving innovation in filtration, melt treatment, and transfer processes for all types of molten metals. Facing challenges in real-time Kiln monitoring, inconsistent visualization and workflows across old and new Kilns, and risks of data inconsistencies from PLC and database integration gaps, the client partnered with ITHENA. The outcome was seamless Kiln onboarding, operator-centric visualization, reliable data integration, and structured alarm workflows, delivering enhanced real-time visibility, standardized operations, faster issue detection, and improved operational efficiency, reducing errors and boosting overall plant performance.
Consistency across our legacy and next‑generation kiln assets was essential to scaling efficiently. ITHENA delivered exactly that. Their expertise helped us seamlessly unify our SCADA experience within Ignition, transforming a patchwork of old and new systems into a single, intuitive interface. By standardizing visualization and alarm workflows, our operators now work faster and with greater confidence—driving measurable gains in output without disrupting production. It’s been a true accelerator for our digital transformation
Shawn Hawkins, Automation Controls Systems Specialist, SELEE
Gaps between a breakdown and an answer.
Recurring failures in the service desk, each one costing hours before anybody could act on the call.
- Lack of real-time visibility for the newly commissioned Kiln within the existing system
- Inconsistent visualization, alarms, and workflows across old and new Kilns
- Risk of data inconsistency from PLC tag mapping and database integration gaps
- Lack of intuitive operator interfaces, slowing issue detection and resolution
ITHENA empowered the client with:
ITHENA, in partnership with Ignition, empowered the client with:
Seamless Kiln Onboarding
Integrated new Kiln into the existing Ignition V8.1.12 environment with minimal disruption to live plant operations
Operator-Centric Visualization
Designed and deployed intuitive operator screens using the Ignition Vision Module, including Kiln Overview, Zone Analysis, Trending, and Alarm dashboards for real-time and zone-level visibility
Reliable Data Integration
Established direct PLC tag connectivity and MS-SQL database integration to enable accurate real-time and historical data capture across Kiln operations
Alarm Management & Drill-Down Workflows
Configured intelligent alarms and structured drill-down navigation to accelerate identification of abnormal conditions and support faster operational response