Spare Parts Commerce with AI-Powered Self-Service for a Leading U.S. Bakery Equipment Manufacturer
The largest U.S. bakery equipment manufacturer was losing parts revenue to third-party suppliers and fielding orders by phone and email. iSERV and Aether gave customers a self-service parts store with 3D equipment views, live ERP pricing and a 24/7 AI assistant.
- Client
- Largest U.S. bakery equipment manufacturer
- Industry
- Food and bakery equipment
- Solution
- ITHENA iSERV with the Aether AI Platform
- Scope
- Parts eCommerce, 2D and 3D exploded BOMs, ERP integration, AI chatbot
- Headline result
- 32% more spare parts revenue
Three numbers the parts business moved.
Results from moving spare parts ordering onto iSERV and Aether.
Increase in spare parts revenue
Customers found and bought the right part themselves instead of going to third-party suppliers.
Boost in customer satisfaction
Part identification, order support and order status answered by the AI chatbot at any hour.
Reduction in order cycle time
Live inventory, pricing and ATP from the ERP removed the back-and-forth before each order.
Meet the organization and understand the context behind the transformation.
The largest U.S. bakery equipment manufacturer focused on enhancing its manufacturing processes through innovation and technology. Facing fragmented ordering channels, limited self-service capabilities, and revenue leakage to aftermarket suppliers, the company partnered with ITHENA to implement the iSERV and Aether AI Platform. The result was unified spare parts data, seamless digital ordering with interactive 2D/3D equipment views, real-time ERP integration, AI-powered conversational support, and agentic recommendations that improved revenue, customer satisfaction, and order efficiency
iSERV and Aether have transformed how our customers discover and order spare parts. With seamless digital self-service, real-time visibility, and AI-driven support, we’ve significantly improved speed, accuracy, and customer experience across our aftermarket operations.
— Director of Aftermarket Service Operation
Parts orders scattered across phone, email and distributors.
Customers could not find the right part on their own, so revenue leaked to aftermarket suppliers.
- Manual and fragmented spare parts ordering processes across phone, email, and distributor channels
- Limited self-service capabilities for customers to identify, select, and purchase the right spare parts
- Revenue leakage due to customers sourcing aftermarket spare parts from third-party suppliers
- High dependency on service teams for troubleshooting, order inquiries, and support requests
ITHENA's iSERV and Aether empowered the client with:
ITHENA’s iSERV and AI Platform, Aether, empowered the client with:
End-to-end E-commerce
Enabled self-service ordering through interactive 2D/3D equipment views and 360° exploded BOMs for precise spare part selection with real-time availability and pricing
Seamless ERP Integration
Integrated enterprise ERP systems to enable real-time visibility of inventory, pricing, ATP/CTP, and logistics, ensuring accurate and efficient spare parts ordering
24/7 AI Chatbot
Enabled always-on conversational AI chatbot for spare parts identification, ordering support, troubleshooting, and real-time order status via natural language
Agentic AI for Proactive Ordering
Delivered RSPL-based recommendations, proactive alerts, and automated ordering workflows to identify required and replacement spare parts
Every part, one search away.
An illustrative view of the parts storefront the client's customers use: exploded BOMs, live stock and AI support in one place. Figures other than the client's results are examples.