Burlington, MA — May 12, 2003 — High-tech manufacturer Tokyo Electron (TEL) has tapped a solution from Enigma to power its customer support Web site, aiming to provide customized catalogs to help its clients support the company's complex equipment.
TEL is a leading supplier of semiconductor production equipment. The company will use version 8 of Enigma's 3C Platform to power TELCustomer.com, TEL's customer support Web site for finding and ordering replacement parts for TEL's complex semiconductor fabrication equipment.
Designed to assist customers in maintaining and supporting their TEL equipment, TELCustomer.com is to be a complete, XML-based catalog for procuring highly specialized parts with the click of a mouse.
Each piece of TEL equipment requires customized support based on its specific application, configuration and history. Enigma said that its solution would allow TEL to provide dynamic parts catalogs that are individualized for each customer and piece of equipment. These catalogs will be integrated with TEL's back-end systems to streamline purchase and fulfillment and ensure timely delivery of parts, Enigma said, and the Web site will help reduce the problems of misidentifying special and customized parts.
"Our tools are a mission critical component for our customers' fabs, and it is critical to their bottom line that we do everything we can to ensure our equipment has maximum uptime," said Dana Parker, vice president of e-business strategy at Tokyo Electron. "The TELCustomer.com Web site is a strategic investment in our customer relationships and also an important tool for increasing the productivity of our customers."
TEL has been using Enigma-based technology for five years to provide maintenance and service procedures to its customers and field support teams. Enigma said the new application will deliver additional productivity to the TEL field services organization and provide customers with direct, automatic procurement processes for the parts they need.
"By implementing Enigma's version 8 technology to streamline online parts procurement, TEL is raising the bar for customer service in the semiconductor fabrication market and opening the door to increased parts revenue and services productivity," said Jonathan Yaron, CEO of Enigma. "This application shows the broad swathe of industries that can benefit from investing in support chain solutions."