Transforming Service Operations for a Leading Packaging Manufacturer with iSERV
A packaging pioneer in shrink sleeves, labels and pouches had no unified way for customers to raise tickets and could not monitor equipment remotely. iSERV added IoT service management, performance monitoring and remote collaboration.
- Client
- Packaging company making shrink sleeves, labels, pouches and machinery
- Industry
- Packaging
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- IoT service management, performance monitoring, knowledge portal, remote collaboration
- Headline result
- 35% higher customer satisfaction
Three numbers service moved.
Results after iSERV became the client's service platform.
Increase in OEM service efficiency
IoT-based service management streamlined how the team handled requests.
Reduction in service costs
Remote monitoring and collaboration reduced site visits.
Increase in customer satisfaction
Customers got a single, simple way to raise and track tickets.
Meet the organization and understand the context behind the transformation.
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.
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
Customers with nowhere to raise a ticket.
There was no unified service platform and critical equipment could not be monitored remotely.
- 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
How ITHENA closed the gaps.
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
One portal for every service request.
An illustrative iSERV view: customers raise tickets online, and response time falls as more issues are fixed remotely.