Case Study: MVTS Technologies LLC achieves 24/7 global support and 60% faster response with Agiloft

Customer Support System Goes Live in 40 Hours

MVTS Technologies, a global provider of refurbished Automatic Test Equipment (ATE) for the semiconductor industry, needed a fast, flexible customer support system to handle on-site service, RMAs and parts orders, multiple SLA/contract types, branded customer portals, and global “follow-the-sun” routing and escalation. The company required secure 24x7 web access, integration with inventory, a hosted solution that could move in-house later, and a rapid rollout while implementing another major system.

MVTS implemented Agiloft’s hosted SaaS platform, configured for online RMA and parts ordering, contract and billable-time management, inventory integration, and time-zone routing; the system went live in three months with just 40 hours of consulting. The result: a consolidated 360° support view, expected capacity of 7–8K transactions/year, a 60% reduction in average response time, positive ROI within six months, and an under-budget, easily extensible solution.

MVTS Technologies LLC

Steve Bradley

Managing Director