Case Study: Tokyo Electron Limited achieves up to 33% faster resolution of field service incidents with Coveo

Federated Service Knowledge Supercharges Field Service Operations

Tokyo Electron America (TEA), the North American service arm of semiconductor equipment maker Tokyo Electron, supports 500+ field engineers across 6+ product lines with highly localized, multilingual engineering and service documentation. The team struggled with a fragmented knowledge ecosystem—hundreds of complex documents produced monthly, layered permissions and siloed repositories—that made finding critical information slow and costly (peak monthly filing/reading costs > $80,000) and contributed to the 5% of service events that missed SLA targets.

After a failed DIY search attempt, TEA selected Coveo following a decisive proof-of-concept and rolled out a federated, unified indexing solution in August 2012. Coveo delivered secure, single-point access that respects local permissions and integrates with service workflows; adoption was rapid and engineers praised the usability. The result was measurable: mean-time-to-repair for targeted worst-case scenarios improved up to 28%, positioning TEA to further reduce SLA breaches and extend the solution globally.

Tokyo Electron Limited

Laura McCanlies

Manager of Business Solutions and Information Systems