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Global Customer Contact Center Now Available in More Regions

Nanochip Staff

Customers in North America, Taiwan, and Europe have 24/7 support capability with a single point of contact for service and parts requests.

Applied Materials has expanded the operations of its new Global Customer Contact (GCC) center to include customers in Taiwan and Europe. The GCC center, first launched in North America in September, offers a streamlined, single point of contact for all Applied equipment service- and parts-related needs. In the next phase of expansion, regionalized GCC access for Japan, Korea, China, and Southeast Asia will begin in early 2016.

Open around the clock, seven days a week, the GCC center allows Applied Materials customers to use a single, assigned phone number or email address to schedule service, order parts, check order status, request a quote, and escalate or expedite a support request. Service is offered in local languages by people who provide expert help. This centralized contact point for service and support means that all requests can be accurately logged, tracked, and dispatched quickly.

The GCC center is staffed by trained service and spares experts who understand how to address customers’ needs. When customers contact the center, requests are efficiently and effectively relayed through the network of Applied Materials support services experts. This communication chain ensures that the right customer engineers (CEs) for the job respond quickly. CEs specifically authorized to work on a customer’s tool can access a comprehensive tool service history for the customer’s fab. They can also search Applied’s extensive global database of service and repair best-known methods (BKMs) and the order status of current parts.

The GCC center 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, GCC center staff 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 goal of the GCC center is to simplify and consolidate our contact 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 1,000 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 e˜fficiently, and as cost-effectively as possible."

Customers in the following regions can contact the GCC center at these email addresses:

For additional information about the GCC center, contact your local Applied Materials sales or service manager.