Enhancing Customer Satisfaction for a Leading Flavor and Fragrance Company
A flavor and fragrance company faced unplanned downtime, disorganised case tracking and no central troubleshooting knowledge. iSERV added remote monitoring, predictive KPIs, service management and a knowledge portal.
- Client
- Flavor and fragrance manufacturer
- Industry
- Specialty chemicals and ingredients
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Remote monitoring, predictive maintenance, service management, knowledge portal
- Headline result
- 34% more uptime
Three numbers the plant moved.
Results after iSERV connected the client's critical equipment.
Increase in uptime
KPI prediction for critical equipment cut unplanned stops.
Quicker resolutions
Organised case tracking and a digital knowledge base sped up fixes.
Boost in customer satisfaction
Fewer stoppages meant more reliable supply to customers.
Meet the organization and understand the context behind the transformation.
A leading company in the creation and production of high-quality flavors and fragrances. It offers innovative, customizable solutions using natural and synthetic ingredients to create unique sensory experiences. To overcome challenges like unplanned downtime, inefficient task management, and a lack of real-time performance tracking, the company implemented ITHENA's iSERV Smart Service Solution. With features like predictive maintenance, remote tracking, and a centralized knowledge portal, the company achieved improved equipment reliability, faster issue resolution, and enhanced customer satisfaction.
ITHENA’s iSERV solution has revolutionized how we monitor and manage critical equipment. The predictive maintenance capabilities and real-time tracking have minimized downtime, while the centralized knowledge portal has empowered our teams to troubleshoot efficiently. This partnership has been instrumental in improving system reliability and ensuring a seamless experience for our customers.
Downtime nobody saw coming.
Critical equipment was not monitored remotely and troubleshooting knowledge was not written down anywhere central.
- Absence of remote tracking limited the ability to monitor system performance
- Lack of KPI prediction for critical equipment led to higher levels of unplanned downtime
- Disorganized case tracking and task management processes
- Absence of a centralized digital knowledge base for troubleshooting
How ITHENA closed the gaps.
ITHENA’s Smart Service (iSERV) solution empowered the client by:
Performance Monitoring
Connected assets, tracked real-time KPIs, and provided remote tracking through persona-based dashboards
Predictive Maintenance
Streamlined logbook digitization, automated inspections, and introduced scheduled maintenance to ensure system reliability and uptime
Service Management
Integrated ticketing, optimized technician allocation, and leveraged AR/VR tools for remote collaboration to resolve issues faster
Knowledge Portal
Created a centralized hub with training materials, how-to guides, and self-service resources
Downtime predicted, not discovered.
An illustrative iSERV view: equipment risk is forecast days ahead, so maintenance lands in a planned window instead of a breakdown.