Boosting Revenue Growth through Enhanced Service Operations for a Leading Manufacturer
A North American maker of sampling and analysis equipment had engineers handling service tickets, manpower shortages and no platform for spare parts orders. iSERV added remote collaboration, service management and integrated ticketing.
- Client
- North American manufacturer of sampling and analysis equipment
- Industry
- Industrial equipment
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Remote collaboration, service management, knowledge portal, integrated ticketing
- Headline result
- 58% lower cost of service
Three numbers the service business moved.
Results after iSERV took over service and ticketing.
Savings in cost of service
Remote collaboration fixed issues without sending engineers on site.
Boost in revenue
A spare parts ordering channel recovered revenue that had been missed.
Rise in equipment uptime
Better-run maintenance kept customer equipment in service.
Meet the organization and understand the context behind the transformation.
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.
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
Engineers stuck on service tickets.
With no dedicated service team, engineers handled tickets and customers waited.
- 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
How ITHENA closed the gaps.
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
Less travel, more service revenue.
An illustrative iSERV view: more tickets resolved remotely and more parts ordered online, with fewer engineer site visits.