Success Story with SUSS MicroTec
28.02.2025
- SUPER FAST: GO LIVE IN JUST 4 WEEKS
- CUSTOMER SATISFACTION HIGHER THAN EVER
- MINIMAL ADMINISTRATIVE EFFORT
- AI-POWERED PLATFORM
Industry
Semiconductor industry
Location & Scope
19 international locations in Europe, Asia and the Americas
more than 1,900 end users, more than 90 specialists, 12 accounts (3 at launch)
Challenges
Eliminate inefficiencies
Increase user satisfaction
Reduce administrative effort
Reduce the backlog
Structure processes through workflows and clear responsibilities
Stop requests being handled outside the system
Find a trustworthy partner
Solution
Xurrent® combines ITSM with ESM and SIAM capabilities making it possible for all internal departments, such as IT, HR and FM to work seamlessly with each other, as well as with external managed service providers.
SUSS MICROTEC ROLLS OUT THE RED CARPET FOR XURRENT WORLDWIDE
For more than 75 years, the SUSS Group has been developing and manufacturing equipment and process solutions for microstructuring applications. Its portfolio covers a broad range of products and solutions for backend lithography, wafer bonding and photomask cleaning. This makes SUSS a reliable partner for high-volume production as well as for research and development. As an internationally operating company with more than 20 representative offices worldwide, a new service management system had to meet constantly growing requirements. Xurrent prevailed over a dozen other tools. The deciding factors were the partnership on equal terms with blu Systems GmbH and Xurrent's broad range of out-of-the-box functionality. The easy creation of cross-departmental workflows and the all-in-one licensing model stood out in particular.
Xurrent is a tool we use intensively and gladly every day. It simply works, and we couldn't do without it anymore!”
Robert Richter
Vice President IT Systems & Digitization
IMPLEMENTATION
By directly reusing the results of the proof of concept, Xurrent was implemented in just four weeks. During this time, three departments were migrated to Xurrent. The first improvements became apparent after a short time, and the new processes were lived in line with ITIL.
“It all happened so fast. […] Suddenly every employee and every team knew exactly what had to be done and when.”
The introduction of Xurrent brought SUSS considerable benefits:
- Rapid development into a far-reaching ESM system thanks to simple account creation
- Clear structures and service assignments led to strong acceptance among specialists and satisfaction among users
- Work became transparent and efficient
- Simple documentation through knowledge articles
- Unstructured incoming emails replaced by a clear self-service portal
- Structured onboarding and offboarding processes
“Thanks to the clear system and the knowledge articles, requests were reduced by 20% and follow-up questions were minimized.”
ACTIVE MODULES & INTEGRATIONS
The following modules are currently in use:
- Self-Service-Portal
- Request Management
- Incident Management
- Multi-tenancy (account separation)
- Service Level Management
- Change Management, Change Calendar
- Workflows, Automation Rules
- Configuration Management
- Agile Management
- Risk Management
- Web Shop
- Artificial Intelligence (AI)
- Apps from App Store
- Broadcasts
- Knowledge Base Management
- Dashboard & Reporting
Coming soon: SLAs and official service hours
The following interfaces were connected: Baramundi, Azure AD, SSO
CONCLUSION
Within four weeks, Xurrent was implemented in three departments and legacy systems were replaced cost-effectively. Thanks to short implementation times, a broad ESM system for more than 10 departments was quickly established. Thanks to the extensive functionality and, in particular, the easy-to-implement workflows, an IT web shop was set up in addition to employee lifecycle processes. Xurrent has thus become an integral part and a central point of contact for all employees.
Robert Richter: “You could tell that it mattered to blu Systems GmbH that we got the right solution. We always felt it was a partnership rather than just a service.”
Download the success story here:
“Thanks to the outstanding collaboration between the SUSS and blu teams, we were able to realize the vision of cross-departmental service management supporting key business processes in record time. Many thanks for this fantastic project!”
Christian Pottbäcker Project Manager blu Systems