At Antares Vision, top customer care is at the heart of its
business model
Antares Vision is a leader in
serialisation and aggregation systems for pharmaceutical companies.
The company has equipped 2,300+ production lines in 60+ countries with
turnkey solutions for serialising bottles and cartons, with 1,300+ of
those lines aggregating the commissioned data.
Vision’s mission is to deliver the most comprehensive and scalable
global solution for vision systems, track and trace, and smart data
management, leading the complete process of protecting products
throughout their lifecycle.
The company’s customer service team installs and maintains systems
worldwide and provides qualification documentation and validation
support. However, recent company growth made it difficult for the team
to scale to meet the increasing demands of the business.
Alessandro la Greca, Technical Service Manager, Antares Vision,
explains: “Top customer care is at the heart of our business model,
but after a period of high growth our systems were not in a position
to scale and facilitate holistic customer service. Information was
scattered, there was no single source of truth, and different teams
were creating different data repositories.”
Disparate systems led to disconnected teams and lack of visibility
for customer services issues
There was also a lack of
communication among customer service and field service teams, with
customers calling field engineers directly—bypassing both customer
service and field service managers.
“Troubleshooting documentation was absent or not used at all, and
there was no easily accessible customer service catalogue,” says
Alessandro. “Overall, we did not have visibility into the status and
progress of any customer issues.”
With ServiceNow, Antares Vision delivers a single, enterprise
platform, moving from siloed data to total case visibility
Antares Vision wanted to implement a single platform for
customer services, field services, and knowledge management,
underpinned by a configuration management database (CMDB) that would
consolidate all assets and information, thereby improving case
management and customer satisfaction.
Following evaluation and testing, the Now Platform became the clear
choice for Antares Vision, with a cloud-based delivery model for
flexible, agile, and fast deployment.
Lutech Group, a ServiceNow partner in Italy, helped Antares Vision
implement the platform in just four months through agile development.
ServiceNow consolidates and automates case management, delivering
greater control and visibility for Antares Vision’s operations and
support teams
The Now Platform handles the entire case
management process through intelligent workflows and end-to-end
automation, giving Antares Vision’s operations and support teams
complete control and visibility. It also provides customers with
access to the status of their cases, and instantly notifies them about changes.
