Case Study: Lam Research achieves an 88% reduction in order processing time with Esker Order Management

Reducing Order Processing Time by 88% Through Automation & Machine Learning

Lam Research, a leading supplier of semiconductor wafer-processing equipment, faced growing order volumes (about 900 orders per week) and an inefficient SAP-based process that required manual entry for PDF orders, navigation across seven screens, and special handling for Japanese customers who needed quotes matched to purchase orders. To scale its customer service operation — including a new service center in India — Lam needed an SAP-integrated automation solution to eliminate redundant manual work and speed order processing.

Lam implemented Esker’s AI-driven Order Management to process PDFs and integrate with SAP. The automation cut average order processing time from about 9 minutes to 1–2 minutes (an 88% reduction), lowered touches per order from 3.7 to 2.8, reduced manual order changes by 24%, and enabled processing of most Japanese customers’ orders. Esker also auto-attaches documents, sends acknowledgements, simplified training with a single screen, and scaled processing volume significantly.

Lam Research

Jesse Sandoval

Customer Service Representative