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Title
Electronically Linking Departments Delivers Major Benefits
Client
Teradyne,
the #1 maker of semiconductor test equipment and a world leader
in automated test equipment for a range of manufacturing tasks.
With over $3 billion in sales, Teradyne serves a blue chip customer
base that spans the globe.
Problem
The client needed to coordinate between the customer, multiple geographically
separated engineering teams, and global customer support, for identifying
and resolving product bugs.
Solution
Bug reports are addressed in a timely fashion and are never lost
or forgotten, resulting in higher customer satisfaction, better
ISO compliance and higher productivity. Confusion and delay are
reduced with the elimination of slow and inaccurate data re-keying
in disconnected systems. Planning and forecasting drastically improved
since engineering performance data is accurate and timely.
Benefits
inTouch’s automation made a new line of business practical
and very profitable with extremely rapid ROI. There was minimal
business risk thanks to an inTouch pilot implementation with planned
upgrade path. Completely transparent to the insured-looks like they
are working directly with the insurer. Workload is divided amongst
multiple call centers. Minimal system administration.
Details
inTouch created the protocols and software to link customer support’s
issue tracking software with multiple bug-tracking applications
in several engineering departments. Complicating the effort were
differing database designs and architectures: customer support used
a home-grown application written in Oracle while the engineering
groups each used their own installations of a customized off-the-shelf
defect tracking application built on a proprietary database.
inTouch’s solution automatically identifies
logged issues that represent possible bugs, determines which engineering
group is needed to examine the issue, and then creates a properly
defined bug-tracking ticket that is electronically routed to the
correct engineering group.
As work proceeds on evaluating and resolving the
potential bug, inTouch’s software keeps each side up-to-date
as changes are made in engineering or customer support. inTouch
also developed a web-accessible remote repository where customers
can browse and update the status of their issues and solutions.
The end result is improved customer satisfaction,
faster response times, greater ISO compliance, and departments operating
more efficiently and profitably.
More Case Studies
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