ALITEO at ICE Industrial Services a.s.

ICE Industrial Services a.s. has been on the market since 2012 and has completed over 800 projects in 32 countries for more than 150 clients. In less than 10 years, it has grown into one of the fastest-growing automation companies in the Czech Republic — and likely in Europe as well.

Challenges before implementing ALITEO

Before the end of 2023, ICE Industrial Services a.s. faced typical challenges of a service and project-based company:

• Communication between customers and the service team was not fully unified, which made it difficult to maintain workflow continuity between shifts. As a result, there was more frequent use of service support outside the scope of the service contract.
• Inconsistent process for approving service interventions. The maintenance manager was often unaware of the interventions, making it necessary to retroactively prove the work performed.
• Information was not shared in real time, which complicated planning, reporting, and invoicing.

Why ALITEO?

The company needed a solution that:

• can automatically create tasks based on events in the KARAT ERP system,
• allows for an unlimited number of external users,
• has a modern, user-friendly interface familiar from the company’s internal environment,
• and provides seamless integration between ALITEO and KARAT.

ALITEO was chosen because it was the only solution that met all these requirements and made it possible to manage the entire service process within a single environment – from error reporting to invoicing.

Overview of managed processes in ALITEO

The implementation of ALITEO connected all key parts of ICE’s processes:

• Customer service requests are automatically transformed into project tasks.
• SLA management ensures control over technicians’ response times.
• Work report approvals take place directly within the system.
• The customer’s maintenance manager always has a clear overview of the status of service interventions.

Project management

ALITEO monitors the progress of customer projects and prevents anything from being overlooked.
Each service intervention, request, or change has its assigned owner, deadline, and status.

Product management and sales

Automatic task creation from KARAT reduces errors and saves time.
The CRM section of ALITEO enables tracking of customer communication and SLA response times.

Procurement and engineering

Requests for parts, components, or service visits are directly linked to tasks and projects.
Manual data transfers between departments are eliminated.

Production, packaging, marketing

Tasks are assigned based on current capacities and on-call shifts.
ALITEO provides an overview of all team tasks, including external ones.

Benefits and advantages of using ALITEO

Key benefits

• Technician protection – the system prevents service interventions outside the paid on-call period.
• One tool for the entire process.
• Automated communication with the customer.
• Protection of ICE from errors and ambiguities.
• Efficient task handover between on-call shifts.

„ALITEO helped us automate service communication, reduce the risk of errors, and keep everything under control – from error reporting to approved invoicing."

Miloš Dražan, ERP programmer

ICE Industrial Services a.s.

Challenges and solutions

Challenges during implementation

• Changing established habits in customer interactions.
• The need to connect the existing KARAT system with the new ALITEO environment.
• Setting up processes for an unlimited number of external users.

How they were overcome

• The implementation was carried out in close cooperation with the ALITEO team, which assisted with process setup and API integration.
• Gradual adoption of the system across individual projects allowed employees to quickly understand its benefits.
• The internal team at ICE Industrial Services a.s. is now able to independently expand ALITEO’s functionality to meet new customer needs.

Conclusion

ICE Industrial Services a.s. now uses ALITEO as a central tool for service, project management, and customer communication. Thanks to its integration with the KARAT system, the company has become a digitally prepared factory – Digital Factory Ready.

„ALITEO brought order to the complex environment of service and production. If you want to keep everything under control, we recommend it to you as well."

Miloš Dražan, ERP programmer

ICE Industrial Services a.s.