About the customer

Nova (NASDAQ: NVMI) is a global company, which develops and manufacture measuring instruments, for the worldwide Semiconductors industry. The company’s products are an important tier, one that enables the “disruptive” technologies to emerge at the corporates ahich are the company’s clients. Located at the Nes-Ziona science park, the company operates in around the globe, with offices in the US and in the Far East. The company uses Priority as its ERP system.

Needs, difficulties and challenges

The company’s customer service system is internationally spread, and the company’s  field engineers are performing routine maintenance and troubleshooting operations. This is a large and complex array and a and complex system of data-intensive processes, such as equipping, inventory and logistics – controlled from the company’s headquarters, through regional service centers in different countries. It is also a  network of front and rear warehouses, and of course the users – field engineers. This is a big data operation system.

The company’s accelerated growth, resulted growth in the amount of information on service issues.

Prior to the development of the tailor made mountapps system, the vast amount of information was entered directly on the service call screens by the service centers and not by the field engineers. The field engineers did not have access to the system. There was a need for a tool capable of:

1. Report service calls from any device, conveniently and is precisely tailored to their work process
2. Real time relevant information
3. Improving data uploaded to Priority system for analysis and business intelligence
4. Reducing loads from the control and monitoring centers

The solution

Design, development and implementation of a web service portal designed for reporting service calls, Install Base and inventory counts. The server side is in the ASP.NET WEB API, and the information is stored in the priority system. The client side is a responsive site (dynamically adjusted to screen size), based on Angular, and Bootatrap.

The added value

1. Service – general improvement in the quality of service provided to customers as a result of the information availability and ease of usage of the system. Better response time, and also more accurate service.
2. Automation and optimization for the field information.
3. The system enables to implement rapid changes in work processes

Summary

The Nova service portal project is another example of an accurate and customized solution for the customer, as opposed to other solutions that are forcing the customer to make adjustments and changes for.  An accurate solution creates a strong linkage between the user and the system and leads to a dramatic improvement in the quality of the information produced in the system, and on the capabilities based on automation and BI. This solution is accurate in many aspects: decisions regarding the user interface, alongside good communication with the client, choosing the right technological tool set for the solution which also led to quality execution, while maintaining budget frameworks and set schedules.

Yaron, VP customer service:

– SIS allowed me to create automatic processes which I could not do before

– SIS allowed my field engineers to report from any device at any time with full access to the data they needed

– The way SIS was designed it allowed to implement changes fast

– lastly, by using SIS we increased monitoring and work efficiency as well inventory efficiency.