Streamlining Multisite Manufacturing Operations with Infor SyteLine & Factory Track for a Metal Forging 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
- 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.
Faster purchase requisition-to-order cycles
Routine fault and parts questions closed by the agent, never entering the human queue.
Reduction in reporting turnaround time
Guided diagnostics run at the moment of the call instead of waiting on technician availability.
Increase in data consistency across operations
Visits booked against real technician availability, then confirmed automatically.
Meet the organization and understand the context behind the transformation.
A leader in the metal forging industry, pioneering the transition of traditional metal-forming methods into advanced, high-tech solutions. Facing challenges in managing multisite inventory, production planning, vendor coordination, and reliance on manual and spreadsheet-driven processes, ITHENA, in collaboration with Infor, implemented and optimized Infor SyteLine and Factory Track. The outcome was streamlined ERP-driven operations, improved visibility across purchasing, production, inventory, and quality processes, automated reporting and planning, and centralized data management—enabling scalable multisite operations, stronger supply chain control, faster decision-making, and improved operational efficiency.
With ITHENA’s expertise and Infor’s SyteLine and Factory Track platform, we were able to unify our multisite operations, eliminate manual processes, and gain real-time visibility across procurement, production, and inventory.
Vice President, Operations
Gaps between a breakdown and an answer.
Recurring failures in the service desk, each one costing hours before anybody could act on the call.
- Limited visibility and control across multisite vendors, inventory, and job orders
- Heavy reliance on manual, Excel-based processes for Shear Tickets, PPAP, and reporting
- Difficulty tracking purchase requisitions and orders end-to-end across systems
- Inconsistent and manual reporting, slowing decision-making and information sharing
- Inability to adapt standard ERP processes to support its unique business workflows
ITHENA empowered the client with:
ITHENA, in partnership with Infor, supported Infor SyteLine (CSI) and Infor Factory Track to enable:
ERP & Multisite Enablement
Enabled Infor Syteline with multisite configuration to centrally manage vendors, inventory, job orders, pricing, and contracts while supporting scalable plant operations.
Procurement & Vendor Management
Streamlined requisition, purchasing, and vendor workflows with end-to-end traceability, vendor contract replication across sites, and item-level PO enablement controls.
Production Planning & Scheduling
Enabled Factory Track and APS through ongoing technical and functional support, optimizing material-based scheduling, real-time production visibility, and execution accuracy.
Process Digitization & Customization
Eliminated Excel-based processes by moving Shear Ticket management and PPAP workflows directly into Syteline through form customizations, Mongoose framework development, and event handling.
Optimization, Reporting & Automation
Optimized EDI and external business processes, automated weekly purchase order reports, enabled customized reporting, email notifications, and governed user session management for better visibility and control.