Gaining knowledge from unstructured product and customer data

Tokyo Electron Limited (TEL), a semiconductor equipment provider, has deployed indexing technology to handle unstructured product and customer data across its North American field service operations. The technology from Coveo will help the company better leverage its knowledge and expertise.

The company’s North American field service team consists of more than 500 engineers who, prior to using Coveo, had to manually identify and extract necessary knowledge through decentralized and disparate systems. That led to lengthy data retrieval times and inefficient dissemination of important product knowledge. According to TEL, lost and duplicate knowledge could cost the company more than $80,000 per month.

Coveo reports that with its advanced enterprise search, TEL engineers have a unified view of information about their complex product lines. Via a single search interface, the field services team has a 360-degree view of relevant customer, product and service information, which reduces repair time and increases customer retention.

Kevin Chasey, senior VP, North America, for Tokyo Electron, says, “Selling and servicing high-tech products is always a race against Moore’s Law. Innovation and data are rapidly evolving, so we need to make sure we have all necessary information available and consolidated in a fast and efficient manner. With Coveo, they were able to navigate our complex product picture with ease.”

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