Case Study: Palomar Technologies achieves streamlined customer service management with TechExcel ServiceWise

ServiceWise Helps Optimize Customer Services

Palomar Technologies, a Vista, California manufacturer of hybrid and semiconductor equipment, needed a better way to manage complex customer support issues. Before TechExcel, its 35-person support team relied on manual Excel spreadsheets that could not track failures, capture data, or reveal recurring trends, making it difficult to prioritize improvements.

TechExcel implemented ServiceWise to automate Palomar’s customer support workflow and help desk processes. The solution enabled incident logging, automatic routing to field engineers and other agents, web-based collaboration, and reporting on issue patterns; as a result, Palomar eliminated its tracking and reporting problems, improved process discipline, and gained a flexible platform that also supported ISO certification efforts.

Palomar Technologies

Greg Ortega

Customer Support Systems Administrator