Case study: Leveraging IIoT to Improve CSAT

INDUSTRY
Food Services
Challenge
For the food industry, especially commercial refrigeration, uptime is critical to protect product and assets. Our client needed technology to raise CSAT (customer satisfaction) rates while optimizing workforce usage by increasing productivity and profitability.
Solution
To help our client raise CSAT and optimize their workforce, we implemented smart sensors and the integrated ITHENA platform. These solutions allowed for improved visibility across the network of commercial refrigerators.
RESULTS
The Platform was able to improve asset uptime, improve CSAT, increase service profitability and automate service delivery led to reduction in service completion time & costs.
THE CHALLENGE
Our client runs a thriving, regional, commercial refrigeration business where service is an incredibly important recurring revenue stream. In a commercial setting, where refrigeration is needed, uptime is critical to protect product and assets. Any outages can create expensive losses, so our client is subject to very specific and strict client based SLA’s. Our client had invested heavily in the maintenance business but knew they needed technology to raise CSAT (customer satisfaction) rates while optimizing workforce usage by increasing productivity and profitability.
THE SOLUTION
To help our client raise CSAT and optimize their workforce, we implemented smart sensors and the integrated ITHENA platform. These solutions allowed for improved visibility across the network of commercial refrigerators. Our platform enables our client to leverage data to optimize the service workforce with proactive service management and route and resource efficiency.
THE RESULTS
The ITHENA Platform we implemented for our client was able to achieve:
>12% IMPROVED ASSET UPTIME
7% IMPROVED CSAT
2.5% INCREASE IN SERVICE PROFITABILITY
AUTOMATED SERVICE DELIVERY → REDUCTION IN SERVICE COMPLETION TIME & COSTS