Transforming Spare Parts Management with AI-Driven B2B eCommerce for a Leading Packaging Machinery Manufacturer
A packaging machinery manufacturer took spare parts orders manually, with no live view of stock or pricing. ITHENA's B2B eCommerce platform let customers find parts through BOM views and AI recommendations, then order against real-time ERP data.
- Client
- Pouching, cartoning and shrink wrapping machinery manufacturer
- Industry
- Packaging machinery
- Solution
- ITHENA B2B eCommerce platform
- Scope
- Self-service ordering, AI part recommendations, BOM visualisation, ERP integration
- Headline result
- 39% more spare parts revenue
Three numbers the parts desk moved.
Results after spare parts ordering moved onto ITHENA's B2B eCommerce platform.
Increase in spare parts revenue
Recommended spare parts lists and BOM views surfaced the right parts and cross-sell options.
Reduction in service inquiry workload
Customers checked availability and placed orders themselves instead of emailing the service team.
Decrease in order processing time
Real-time inventory, ATP and customer pricing from the ERP removed manual order checks.
Meet the organization and understand the context behind the transformation.
A leading manufacturer of pouching, cartoning, shrink wrapping, and packing systems for food, beverage, personal care, pharmaceutical, chemical, and tobacco industries.
Facing manual spare parts processes, limited inventory visibility, revenue leakage, and high service workload, the company partnered with ITHENA to modernize its aftermarket operations.
By implementing ITHENA’s B2B eCommerce platform, the organization enabled self-service spare parts ordering, AI-driven part recommendations, BOM visualization, seamless ERP integration, and a 24/7 AI-powered support framework—driving revenue growth, operational efficiency, and improved customer experience.
ITHENA’s platform has digitized our spare parts operations. By enabling real-time visibility, intelligent part recommendations, and seamless ERP integration, we’ve increased revenue while significantly reducing service workload and order processing time.
— Vice President, Aftermarket Service Operations
Manual orders, wrong parts, lost revenue.
Without live stock or pricing, orders were slow, parts were misidentified and upsell chances were missed.
- Manual spare parts ordering processes causing delays, order inaccuracies, and fulfillment errors
- Limited real-time visibility into spare parts availability, pricing, and inventory status across locations
- Revenue leakage due to incorrect part identification and missed cross-sell or upsell opportunities
- High service team workload driven by repetitive spare parts inquiries and manual coordination
How ITHENA closed the gaps.
ITHENA’s B2B eCommerce platform empowered the client with:
Digital Spare Parts Ordering Enablement
Equipped the OEM with a secure, eCommerce portal that allows its customers to independently search, identify, and purchase spare parts with real-time availability.
Comprehensive 360° Parts Visibility
Enabled BOM visualization, AI-driven Recommended Spare Parts Lists, and dynamic equipment views so users can accurately identify critical spare parts.
Seamless ERP Integration
Connected enterprise systems for real-time inventory, ATP, CTP, cost visibility, and customer-specific pricing to ensure accurate transactions and transparency.
24/7 Global Support Framework
Enabled AI-powered chatbot assistance, automated notifications, structured case logging, and escalation workflows to ensure closed-loop issue management
Parts orders, moving online.
An illustrative Parts Portal view: portal orders climb as email and phone requests fall, with stock, pricing and BOMs synced from the ERP.