Boosting Revenue Growth through Enhanced Service Operations for a Leading Manufacturer
Boosting Revenue Growth through Enhanced Service Operations for a Leading Manufacturer
0
%
savings in the cost of service
About the Client
A leading North American manufacturer specializing in industrial and commercial equipment, offering sampling and analysis techniques to customers around the globe. Facing challenges such as manpower shortages, delays in issue resolution, and missed revenue opportunities due to a lack of a spare parts ordering platform, the company partnered with ITHENA to implement the iSERV Smart Service Solution. By streamlining service operations and enhancing customer support capabilities, the company achieved significant cost savings, increased revenue, and improved equipment uptime.
0
%
savings in the cost of service
ITHENA’s iSERV solution has transformed our service operations. From centralized ticket management to seamless e-commerce integration, we’ve streamlined issue resolution, boosted equipment uptime, and unlocked new revenue opportunities. This partnership has been pivotal in enhancing our efficiency and customer satisfaction.
– Director, Manufacturing
– Director, Manufacturing
Opportunity for Impact
Savings in cost of service
0
%
Boost in revenue
0
%
Rise in equipment uptime
0
%
Key Challenges Faced
- Absence of a dedicated service team caused engineers to spend time on service tickets, delaying issue resolution
- Manpower shortages and scheduling difficulties hindered engineers’ availability for customer support
- Maintenance delays and improper execution led to equipment issues and unplanned downtime
- Lack of a platform for customers to order spares resulted in missed revenue opportunities
Our Solution
ITHENA’s iSERV solution empowered the client with:
Remote Collaboration
Centralized support experts were equipped to collaborate effectively with customer technicians remotely
Service Management
Provided customers with a dedicated channel to submit service tickets
Knowledge Portal
Delivered a centralized repository for easy access to manuals and technical documents
Integrated Ticketing Management
Empowered technicians with quick access to relevant knowledge and historical ticket data, improving FTR and enhancing ticket resolution efficiency
