Case Study: Teradyne improves customer support and streamlines processes with Prolifics and IBM cloud solutions

Prolifics Leverages Social and Cloud Expertise to Reshape Business Processes for Teradyne

Teradyne, a leading provider of automation equipment, was dedicated to improving customer satisfaction but faced challenges with its outdated eKnowledge portal. The company aimed to drastically reduce downtime, increase user search satisfaction, and provide modern features like mobile access. To achieve their digital transformation goals, they partnered with vendor Prolifics to leverage IBM Business Process Manager (BPM) on Cloud and other IBM technologies.

Prolifics successfully migrated and modernized Teradyne's portal onto the IBM environment, implementing enhanced search capabilities and improved security. The solution provided a cost-effective, maintenance-free platform that automated business processes. The results included a massive reduction in annual portal downtime from 160 hours to just 2, a significant increase in agent productivity, and the introduction of key customer-requested features like mobile access.

Teradyne