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.