Case Study
Transforming Service Operations for a Leading Packaging Manufacturer with iSERV
0
%
increase in OEM service efficiency
About the Client
A pioneer in the packaging industry, specializing in shrink sleeve labels, self-adhesive labels, spouted pouches, and packaging machinery. To overcome challenges such as lack of a unified platform for service ticket management and difficulties in remote monitoring of equipment, they partnered with ITHENA. By implementing the iSERV Smart Service solution, they enhanced service efficiency, reduced costs, and significantly improved customer satisfaction.
0
%
increase in OEM service efficiency
Partnering with ITHENA to implement iSERV transformed our service operations. The platform allowed us to efficiently manage service tickets, monitor equipment performance in real-time, and provide our customers with comprehensive support resources. iSERV has become an integral part of our commitment to excellence in packaging solutions.
-Vice President, Operations
-Vice President, Operations
Opportunity for Impact
Increase in OEM service efficiency
0
%
Reduction in service costs
0
%
Increase in customer satisfaction
0
%
Key Challenges Faced
- Lack of a unified platform for end-customers to efficiently raise service tickets
- Inability to provide timely service, resulting in dissatisfied customers
- Difficutly to remotely monitor critical equipment parameters
- Decline in overall service efficiency, leading to reduced customer satisfaction
Our Solution
iSERV, Smart Service solution was deployed to meet the client’s needs featuring:
IoT-Based Service Management
Implemented a platform enabling end-customers to raise service tickets, automatically assigning them to the appropriate service executive
Performance Monitoring
Enabled continuous monitoring of equipment performance with an alert management system for proactive issue detection
Knowledge Portal
Provided access to maintenance manuals and self-help videos, enhanced with AR/VR technology for better support
Remote Collaboration
Facilitated remote collaboration between OEM service teams and end-users, ensuring faster issue resolution and improved efficiency
