Tokyo Electron Limited Unifies Collective Knowledge to Supercharge Field Service Operations

Tokyo Electron Limited Unifies Collective Knowledge to Supercharge Field 
Service Operations 
Coveo Injects Existing Knowledge Into Support Operations, From Across
a Variety of Repositories, Database Applications and Geographies,
Reducing Repair Times and Improving Customer Retention 
QUEBEC -- (Marketwire) -- 03/04/13 -- 

--  Today Coveo announced that Tokyo Electron Limited (TEL) has
    implemented Coveo's advanced indexing technology to solve the
    challenge posed from big, unstructured product and customer data
    across the company's North American field service operations. Coveo
    injects existing knowledge into every field service engagement,
    effectively helping the Company better leverage its far-flung
    knowledge and expertise.
--  TEL is a leading provider of high-tech semiconductor equipment
    worldwide. The company's North American field service team is
    comprised of more than 500 engineers that serve and service a highly
    diverse array of six product lines worth of complex semiconductor
--  Prior to using Coveo, field engineers needed to manually identify,
    normalize and extract their necessary knowledge through decentralized
    and disparate systems, comprised of information housed in various
    formats with individual specifications. This led to lengthy data
    retrieval times, and inefficient dissemination of important product
    knowledge throughout the team. TEL estimates that during a peak month,
    lost and duplicate knowledge was costing the company over $80,000,
    which does not include corresponding impacts on customer and field
    service representative satisfaction levels.
--  With Coveo for advanced enterprise search, TEL's engineers have a
    consolidated, unified view of information comprised across the
    company's complex product lines. Using a single search interface, the
    field services team is able to gain a 360-degree view of all relevant
    customer, product and service information. This allows them to reduce
    repair times and improve customer retention.
--  The Coveo solution casts a wide net -- indexing and federating
    documents while keeping them where they reside. Document access is as
    high-level or granular as engineers specify, in order to solve a
    complex case faster or quickly respond to a customer inquiry. Upon
    analysis, TEL concluded that improved knowledge retrieval could
    improve time-to-repair incidents by 28 percent.

Supporting Quotes: 

--  Kevin Chasey, Senior Vice President, North America, Tokyo Electron:
    "Selling and servicing high-tech products is always a race against
    Moore's Law. Innovation and data are rapidly evolving, so we need to
    make sure we have all necessary information available and consolidated
    in a fast and efficient manner. With Coveo, they were able to navigate
    our complex product picture with ease. Amazing is too weak of a word
    for what Coveo was able to accomplish."
--  Diane Berry, Senior Vice President, Marketing and Communication,
    Coveo: "Field service engineers simply cannot know everyone who can
    help and exactly where each piece of information they need for every
    customer and every product is located. Coveo's powerful, Unified
    Indexing and Insight platform takes Enterprise Search to a new level,
    where employees can easily access all information that is relevant to
    their context, from a single interface, without IT moving data or
    conducting lengthy integrations. Increasing return on knowledge is a
    key concern of all organizations in which information and products are
    complex. This is the next wave of productivity growth in our knowledge

About Coveo
 Coveo brings to market a highly advanced, Unified Indexing
and Insight platform that redefines how people access and share
fragmented knowledge around the customer-focused enterprise. Coveo
brings together the collective and yet fragmented information from
cloud-based, social, and on-premise systems, and injects it into the
context of every user, every time. Coveo connects people to
contextual content, and through content, to relevant people. This
enables more efficient customer service, increased sales, shorter
sales cycles, faster innovation for better product development and
increased profitability. Coveo's advanced, Unified Indexing and
Insight platform securely connects with and crawls all systems to
create a virtual integration layer, by federating and enriching
structured and unstructured information.  
The Company's lines of business inject existing knowledge into every
Customer Service interaction, personalize online customer experiences
within high-end websites, and increase overall return on knowledge by
making the collective knowledge easily accessible, so that all
employees can stop reinventing the wheel. More than 2,000,000 people
globally and more than 500 companies use Coveo to achieve their
business goals. Among Coveo customers are CA Technologies, L'Oreal
Switzerland, Lockheed Martin, YUM! Brands, GEICO and SunGard. For
more information, visit, follow us on Twitter @coveo or
like us on Facebook. 
Editorial Contacts:
Jessica Hohn-Cabana 
418-263-1111 x233 Office
Kim Leadley
PAN Communications
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