Case Study: DCG Systems Inc. achieves visibility into service costs and streamlined service operations with Agiloft

System Provides Insight into Service Costs and Decision Making

DCG Systems, a maker of analytical equipment for semiconductor manufacturers, needed an affordable, highly customizable system after splitting from its parent company to support worldwide service operations for ~40–45 field engineers. The company lacked visibility into the true cost of service, had performance and reliability data scattered across multiple systems, and couldn’t measure contract or product-line profitability or track parts and labor consistently.

DCG implemented Agiloft’s hosted SaaS solution, consolidating contract management, CRM, customer support, parts and expense tracking, and asset performance reporting; the initial rollout was completed with seven days of consulting and extended by DCG’s own admin. The platform enabled cost-of-service reporting and MTBF/MTTR analysis, automated renewals and parts workflows, reduced response times and phone inquiries, saved an estimated 150 hours/year on parts orders, and delivered faster, more informed decision-making and improved operational efficiency.

DCG Systems Inc.

Brian Pollock

North America East Service Manager