0
%
increase in customer satisfaction
About the Client
A globally leading manufacturer of dewatering centrifuges and sludge thickeners, also providing repair and parts services. To reduce high maintenance costs and frequent downtimes caused by limited asset visibility, the company partnered with ITHENA. By implementing the iSERV solution, they gained access to AR/VR guided repairs, predictive maintenance, and a centralized ticketing portal. This transformation significantly reduced service costs, improved service management, and enhanced customer satisfaction.
0
%
increase in customer satisfaction
iSERV transformed our service operations by providing real-time insights, remote troubleshooting, and predictive maintenance. The platform’s centralized ticketing system and AR/VR-guided repairs helped us reduce service costs and enhance customer satisfaction, all while minimizing equipment downtime.
– Process Improvement Manager
– Process Improvement Manager
Opportunity for Impact
Increase in customer satisfaction
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%
Faster time-to-query resolution
0
x
Decrease in equipment downtime
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%
Key Challenges Faced
- High maintenance costs from remote customer locations
- Frequent downtime and failures caused by limited asset visibility
- Delayed responses and reduced customer satisfaction due to the absence of a ticketing system
Our Solution
ITHENA deployed Smart Service solution, iSERV with functionality such as:
Predictive Maintenance
Monitored real-time KPIs to generate insights, alerts, and forecasts for proactive maintenance and reduced downtime
Knowledge Portal
Offered centralized access to on-the-go resources such as how-to videos, manuals, and machine schematics for self service troubleshooting
AR/VR Integration
Implemented AR & VR for real-time guided repairs, reducing service costs through remote collaboration with customers
Centralized Ticket Management Portal
Digitized workflows, scheduled orders, resolved and tracked queries through a unified web and desktop platform with 24/7 access
