Applied Materials Announces New Global Customer Contact Center
24/7 Support Capability Offers North America Customers a Single Point of Contact for Service and Parts Requests
Applied Materials has launched the first phase of its new Global Customer Contact (GCC) center, which offers customers a streamlined, single point of contact for all their Applied equipment service- or parts-related needs. Now available for customers in North America, regionalized GCC access is expected to commence in Europe and Taiwan by the end of calendar 2015, and in Japan, Korea, China and Southeast Asia in early 2016.
The GCC center offers Applied Materials customers a single phone number or email address through which they can schedule service, order parts, check order status, request a quote, or escalate/expedite a support request. Open around the clock, seven days a week, the GCC center is staffed by personnel who provide knowledgeable, local-language support to ensure that all requests are accurately logged, tracked, and addressed promptly.
“The goal of the GCC is to simplify and consolidate our call center services. We want to make it easier to do business with Applied Materials and to deliver greater customer satisfaction,” said Applied Materials GCC center director Elizabeth Brogdon. “With more than 1000 unique tool-types in Applied’s installed base, and over 30,000 tools installed in customer fabs around the globe, we’ve designed the advanced capabilities of the GCC center to help us address customers’ parts and services requirements faster, more efficiently, and as cost-effectively as possible.”
When customers contact the GCC, service and spares experts help ensure that their needs and issues are understood, then appropriately and efficiently relayed through the network of Applied Materials support services experts. This includes Customer Engineers (CEs) who are specifically authorized to work on that customer’s equipment. Those CEs can access a comprehensive tool service history for the customer’s fab, and search Applied’s extensive global database of service and repair BKMs and current parts order status. The GCC also provides the convenience of an always-available backup for local service teams. If a local Applied on-site CE or other service professional is not immediately available, the GCC will quickly assess the situation and route the issue within Applied’s service network for a prompt response. The GCC center provides standardized, simplified service order creation, issue tracking, management and, if necessary, rapid escalations to help resolve customer issues.
The GCC center is currently activated in North America, and is expected to be fully operational in all Applied’s served geographic regions by mid-2016. North America customers can contact the GCC by telephone at 1-800-468-8888 (1-800-HOT-TTTT) or by email at www.GCC_AMNA@amat.com.
For further information, contact your local Applied Materials sales or service manager.