Case Study
Transforming Service Operations for a Leading Industrial Filtration Manufacturer
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%
boost in revenue
About the Client
A leading US-based manufacturer of industrial filtration solutions, offering customized products such as automatic strainers, cartridge filters, and backwashing systems. Dedicated to innovation and operational excellence, the company faced challenges such as prolonged issue resolution times, inefficient training methods, and missed opportunities for revenue growth during service activities. By implementing ITHENA’s iSERV Smart Service Solution, the company streamlined its service operations, improved training efficiency, and unlocked new revenue streams through enhanced customer engagement.
0
%
boost in revenue
ITHENA’s iSERV solution has revolutionized our service operations. With centralized knowledge management, AR/VR-enabled remote collaboration, and integrated e-commerce capabilities, we’ve enhanced our service efficiency, boosted customer satisfaction, and unlocked new revenue opportunities. This partnership has been instrumental in driving our growth and operational excellence.
Global Director, Operations
Global Director, Operations
Opportunity for Impact
Boost in revenue
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%
Rise in service excellence
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%
Enhanced customer experience
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%
Key Challenges Faced
- Lack of a centralized knowledge repository
- Inability to provide effective training due to reliance on paper-based documentation
- Inefficient customer issue resolution system, leading to prolonged resolution times
- Lack of efficient service subscriptions
- Inability to cross-sell during service activities, limiting revenue growth
Our Solution
ITHENA’s iSERV solution provided the client with:
Remote collaboration with AR/VR
Centralized support experts used AR/VR technology to collaborate efficiently with customer technicians remotely
Service Management
Offered customers a dedicated platform for submitting service tickets
Knowledge Portal
Delivered a centralized repository of a content hub offering training materials, How-To videos, and mechanics schematics
Integrated Ticketing Management
Enabled technicians to quickly access relevant knowledge and historical ticket data, boosting FTR and improving resolution efficiency
