The Client

Our client is one of the world’s largest and most respected microelectronic manufacturers, producing the chips that power everything from MRI machines to toothbrushes. Their components are critical to modern life—but when something goes wrong, it can disrupt industries and supply chains across the globe.

Despite their unmatched technical expertise in semiconductor design and production, their customer support function lagged far behind. The company’s engineers—some of the brightest minds in the field—were managing customer inquiries directly. As a result, basic support questions were buried under complex R&D priorities, leaving customers frustrated and waiting.

The Challenge

In a highly technical, B2B environment, customers often reach out with urgent, detail-heavy requests. When their questions go unanswered, production stalls, deadlines are missed, and millions can be lost.

Our client recognized this as a mission-critical gap. They needed a partner who could understand the complexity of their products, communicate with technical precision, and deliver the same level of excellence in customer support that defined their engineering reputation.

Our Solution

Harte Hanks built a fully integrated, global customer support model tailored to the semiconductor industry. We recruited a team of degreed engineers and technologists with direct experience in chip design, manufacturing, and application—individuals capable of engaging at the same technical level as the client’s customers.

Each agent underwent a six-month training program before becoming fully proficient, supported by a structured knowledge-sharing framework and a four-hour weekly collaboration session to discuss challenges, market trends, and anomalies like the global chip shortage.

To ensure seamless alignment, we embedded our support team directly within the client’s organization and implemented a secure, web-based ticketing system that categorized and routed inquiries efficiently. Our remote operating model allowed for global language coverage, extended service hours, and access to top-tier technical talent without geographic limitations.

The Results

  • 80% of all customer inquiries are resolved without escalation
  • 90% of cases are closed within seven days
  • Global coverage with extended hours and multilingual capabilities
  • Recognized as an essential division of the client’s organization

The Harte Hanks Difference

  • Specialized Talent: Engineers supporting engineers—our team speaks the same technical language as the client’s customers.
  • Embedded Partnership: We operate as an extension of the client’s organization, not an outsourced vendor.
  • Global Reach: Remote infrastructure enables multilingual, around-the-clock support.
  • Continuous Optimization: Regular syncs and best-practice sharing keep pace with industry shifts and innovations.