Global Contact Center Excellence and Oracle Support Solutions in the Semiconductor Industry

The Challenge

After relocating its global corporate headquarters to Singapore, the company faced rising manpower costs due to the country’s rapid economic growth. Such an innovative company requires a flexible structure to adjust to evolving needs and demands, minimizing risk factors and potential losses.

Our Solution

InnovaThink Corporation proposed a comprehensive plan to address the company’s needs, which was readily accepted. We provided three key services: Tier 1 Helpdesk Support, professional services (Oracle Team), and Quality Management Services.

1. Management Services

Our adjustable manpower support structure caters to the company’s timely needs, reducing losses from idle and unproductive workforces. InnovaThink offers a pool of senior-level professionals, including project managers, technical writers, system engineers, and quality testers. We provided both on-site and off-site support, managing the service desk and IT operations effectively.

Responsibilities included:

✔ Acting as a single point of contact for IT support issues and inquiries.

✔ Providing first and second-line support.

✔ Classifying and prioritizing incidents, correlating them with other reports, and matching them against known errors.

✔ Offering remote support outside Singapore office hours.

✔ Tracking incident reports until closure and keeping users updated.

✔ Escalating incidents that exceed agreed service levels.

2. On-site IT support tasks

✔ Managing new computer gadget preparation and deployment.

✔ Tracking IT physical assets.

✔ Troubleshooting hardware and software issues.

✔ Recovering data lost due to hardware or software failures.

✔ Filing major system/network outage notifications.

✔ Supporting client application installation and upgrades.

✔ Managing accounts and provisions from various platforms.

✔ Monitoring IT services like network, storage, servers, and data centers.

✔ Publishing support documentation.

✔ Managing and reporting on SLAs.

Our efforts resulted in a 2% lowest rate on the overall CSAT response summary, with the majority of responses rated as Satisfactory, Good, or Excellent.

3. Professional Services

Technological companies require continuous advancements and service maintenance. InnovaThink has been providing infrastructure deployment and application development support. We offered production support for procurement, manufacturing, and quality, along with developers for order management, HRIS, financials, manufacturing operations, and DBA admin for Oracle. Technologies and applications used include BlackLine interface, BOA, Oracle modules, Approva, BWISE, and more.

4. Quality Management

InnovaThink follows strict SOP and CAPA management, maintaining updated quality procedures and non-conformance monitoring according to company policies. All professionals and project collaborations undergo timely audits to ensure compliance with regulations, standards, policies, and ITIL-based methodologies. Deliverables include complete system documentation and quality tests, with periodic reviews to maintain technology standards.

Ensuring Results

InnovaThink is dedicated to providing excellent services, offering complete system documentation, testing, and data retirement processes. Our friendly and capable professionals provide immediate incident response, proactive follow-ups, and issue escalations. Our success is reflected in a 97.12% lowest SLA rating, surpassing the client’s agreed requirements.