Transforming Spare Parts Management for a Leader in Packaging Automation
A leading heavy-duty forklift OEM moved first contact onto AI agents. Coverage went round the clock, urgent work was separated from routine at the door, and the simple calls stopped reaching technicians at all.
- Client
- Case Study - BluePrint Automation
- Footprint
- Nationwide dealer & parts network.
- Solution
- ITHENA Agentic OEM AI Agents.
- Coverage
- 24 / 7, including after hours.
- Parts catalogue
- 35,000 lines, checked live on the call.
Three numbers the service desk moved.
Measured against the client's own pre-deployment baseline across the nationwide dealer and parts network.
Less equipment downtime
Routine fault and parts questions closed by the agent, never entering the human queue.
Improvement in order tracking efficiency
Guided diagnostics run at the moment of the call instead of waiting on technician availability.
Faster spare parts fulfillment
Visits booked against real technician availability, then confirmed automatically.
Meet the organization and understand the context behind the transformation.
BluePrint Automation is a global leader in turnkey packaging automation systems, helping companies worldwide streamline their packaging processes. They struggled with inefficient spare parts planning and order tracking, leading to increased downtime and revenue loss. Limited order visibility made predicting deliveries difficult. ITHENA implemented their B2B eCommerce solution with Epicor ERP integration, interactive 3D model views, real-time tracking, and automated BOM management. This streamlined the ordering process, improved operational efficiency, and reduced downtime. With enhanced tracking and faster fulfillment, the company achieved greater productivity and improved customer satisfaction.
The 360-degree equipment view, combined with 3D spare parts visualization and BOM (Bill of Materials) integration, has streamlined the ordering process, making it simple and highly efficient. Seamless ERP integration with real-time insights has optimized our spare parts delivery processes, minimizing downtime and improving efficiency for our customers. Features like the Recommended Spare Parts List (RSPL) and Wish List management provide a predictive tool for better planning, eliminating last-minute scrambling.
- Mark A Thompson, Vice President Service and Aftermarket Americas
Gaps between a breakdown and an answer.
Recurring failures in the service desk, each one costing hours before anybody could act on the call.
- Inefficient spare parts planning & ordering led to equipment downtime
- Limited access to order details delayed delivery predictions
- Lack of real-time tracking caused operational inefficiencies and fulfillment delays
ITHENA empowered the client with:
To address the client’s challenges, ITHENA deployed their B2B eCommerce solution
Optimized Order Management
Integrated Epicor Kinetic ERP for seamless order processing and inventory control
Enhanced Spare Parts Selection
Enabled interactive 3D model views for accurate part identification
Real-Time Tracking & Insights
Provided live updates with specifications, availability, and pricing
Smart BOM Management
Automated recommendations for precise part selection and procurement