Enhancing After-Sales Service and Customer Satisfaction for a Global Packaging Equipment Manufacturer
A global packaging equipment manufacturer could not monitor machines remotely or plan spare parts well, and customers had no simple way to request service. iSERV added remote monitoring, a ticket portal, AR/VR guides and parts eCommerce.
- Client
- Global manufacturer of automated packaging equipment
- Industry
- Packaging machinery
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Remote monitoring, ticket portal, AR/VR knowledge portal, parts eCommerce, BOM views
- Headline result
- 35% lower service cost
Three numbers after-sales service moved.
Results after iSERV connected the client's installed base.
Reduction in service cost
Remote monitoring and self-help guides cut costly site visits.
Improvement in issue resolution time
A central ticket portal and AR/VR guidance shortened time to resolution.
Boost in machine uptime
Predictive maintenance based on live equipment data kept machines running.
Meet the organization and understand the context behind the transformation.
A leading manufacturer of automated packaging equipment and integrated solutions for industries including food, pharmaceuticals, and consumer goods. Facing challenges in remote equipment monitoring, spare parts management, and service response, the client partnered with ITHENA to implement the iSERV solution. The outcome was streamlined after-sales operations, real-time asset monitoring, and predictive maintenance, driving higher uptime, lower costs, and improved customer satisfaction.
iSERV is helping us take a more proactive approach to after-sales service. With the centralized iSERV service platform, we can respond quickly to customer requests and address issues before they affect our customers. Centralized ticketing and digital knowledge resources help our teams resolve issues faster, make it easier for customers to find the support they need, and help our internal service team manage work and maintain proper documentation. The ITHENA team has shown outstanding support, professionalism, and dedication throughout our iSERV journey. Their commitment to customer success played a major role in the success of this project.
- Branislav Nikic, Parts and Service Manager
Service that could not see the machine.
Without remote monitoring or a ticket portal, service was reactive and spare parts planning was guesswork.
- Difficulty in remotely tracking equipment and conducting preventive maintenance
- Lack of a centralized platform for end-customers to submit service requests
- Ineffective spare parts planning and procurement led to revenue loss
- Restricted access to order information hindered delivery forecasting
How ITHENA closed the gaps.
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Enabled real-time monitoring of equipment parameters to support performance evaluation and predictive maintenance
Knowledge Portal with AR/VR Integration
Delivered access to knowledge resources, including self-help videos, maintenance manuals, and AR/VR-enabled guidance
Centralized Ticket Management
Deployed a unified ticket management portal for submitting service requests and queries
End-to-End E-commerce
Streamlined ordering of machinery and spare parts with 3D/2D equipment views and a web-based tracking system
BOM Visualization
Provided a 360° exploded view for selecting both orderable and non-orderable spare parts, including detailed pricing, specifications, availability, locations, and images
Service that sees the machine first.
An illustrative iSERV view: remote signals from customer sites open tickets automatically, and most issues are resolved without a field visit.