Case Study: Silicon Chips and Semiconductors Manufacturing Company improves after-sales service with Sutherland Global Services

Silicon Chips and Semiconductors Manufacturing Company - Customer Case Study

Silicon Chips and Semiconductors Manufacturing Company, a market leader in quality control equipment, faced rising complexity and costs in maintaining the product reliability that earned them over 50% market share. Their challenge was compounded by explosive industry growth and intense competition, which increased the pressure to accelerate production yields for their clients, major global microprocessor manufacturers. Sutherland Global Services was engaged to overhaul their after sales service process.

Sutherland Global Services transformed the operation by implementing a Global Command and Control program and consolidating service centers. The solution featured two specialized teams: a Global Operations Center to manage client interactions and a Global Parts Order Group to handle logistics. The results included a 97% accuracy rate for part sourcing, a 99% on-time arrival success rate, and a significant increase in the volume of monthly calls, emails, and shipping orders handled.