Jade Global provided enterprise application support for FormFactor, a leading semiconductor manufacturer, to reduce support costs and allow internal IT teams to focus on strategic initiatives. Jade Global established a global service delivery model with dedicated functional and technical support teams, triaging tickets and providing 24/7 support. This reduced FormFactor's day-to-day support costs by 30% while improving manufacturing operations and time to market delivery. It allowed FormFactor's IT staff to focus on projects like an Oracle ERP upgrade and merger integration.

1. Case Study
©2019 Jade Global Inc. All rights reserved
Enterprise Applications Support for Global Leader in
Semiconductor Manufacturing Reduces Day-to-Day Support
Costs by 30%
IT Landscape:
Oracle EBS 11.5.10.2, Oracle R12
Financials, Manufacturing, Supply Chain, OSFM
Custom DataWare House
Agile PLM
Legacy Web Applications
Business Objects
Oracle SOA
Database Support – Oracle
Datacenter: In House
Client - FormFactor, Inc.
Industry - Semiconductors (Engineering and Manufacturing)
About the Client
FormFactor, Inc. is a leading manufacturer of advanced semiconductor wafer
probe cards. They develop interconnect technology along the full IC life cycle that
is manufactured using micro-machining and scalable semiconductor fabrication
processes. The company services customers through its network of facilities in
Asia, Europe and North America. It is headquartered in Livermore, California.
Business Requirements
16x5 support requirement for global
need users (US, APAC)
Reduce maintenance overhead
caused by extensive customizations
Support of factory applications
Support Finance organization located
in China and Asia Pacific
Support rapid growth and allow IT
teams to focus on merger and
acquisition work
FormFactor is one of the world’s leading micro-electro-mechanical systems (MEMS)
manufacturers. The company was ranked as the world’s number one supplier of
semiconductor probe cards in 2018 by market research firm VLSIresearch. Its rapid growth
has allowed FormFactor to look at additional M&A opportunities to build upon their 2016
acquisition of Cascade Microtech.
FormFactor approached Jade Global in 2018 for 16x5 support of its users in the US and
APAC countries. The company needed support of both factory applications and finance
overseas in Asia. FormFactor was looking for an IT partner to take the burden off its IT
teams, so the company could spend more time focusing on merger and acquisition work.
FormFactor wanted to reduce the substantial maintenance overhead that had amassed
from extensive customizations.
FormFactor’s internal IT Management teams were heavily involved in day-to-day support
activities of the company. FormFactor was looking to take this burden off the team, so they
could focus on more strategic projects including R12 upgrade and unifying to merge
multiple ERP instances. The existing support system was reactive-based, rather than
proactive. When issues arose, FormFactor’s IT team would respond with a break-fix
approach which often frustrated end-users.
Rapid Growth Requires Advanced Support
Overburdened IT Teams and Complex Customization Challenges
The Challenges
Obsolete Oracle Application
Environment with complex integrations
Complex Manufacturing
implementation including Oracle
Shopfloor Manufacturing (OSFM)
- Director of IT, FormFactor
Jade Global has supported our
day-to-day operations very
efficiently, and helped us focus on
our strategic priority projects. The
Jade team also contributed to
various strategic initiatives related to
project unity and creating high-value
for our organization. Their passion
and hard work has helped us grow,
and they take real pride in serving
our needs. Jade Global has become
an integral part of our team. They
reflect the value and character of a
true partner.
“
“

2. Jade Global provides enterprise business application implementations, integrations, software product
engineering, Cloud services, technology advisory, testing, and managed services. We are headquartered
in San Jose, California with U.S offices in Philadelphia, Boston, Los Angeles, San Diego and Atlanta. Jade
Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner and
Microsoft Gold partner. We have additional strategic partnerships with Zuora, Dell Boomi, NetSuite, and
Tableau. Jade is a member of the Oracle Cloud Excellence Implementor (CEI) Program and has been
recognized as one of the fastest-growing companies in North America by Inc. 5000.
About Jade Global
www.jadeglobal.com | info@jadeglobal.com | 877-523-3448
©2019 Jade Global Inc. All rights reserved
Moreover, FormFactor was working in an Obsolete Oracle Applications 11i environment with
complex integrations. They had undergone a complex Oracle Shopfloor Manufacturing
(OSFM) implementation which required complex customization support. However, support
was being managed by a handful of internal members who were heavily depended upon. In
addition, the company needed a custom agile Product Lifecycle Management (PLM)
integration with a custom Oracle EBS connector.
24/7 Functional and Technical Application Support Solution
Jade Global designed a comprehensive Managed Services and Applications Support plan
for FormFactor which included a Global Service Delivery Model to minimize overall costs and
delivery times.
A ticket triaging process was set up to help streamline workflows. Jade provided dedicated
functional and technical offshore support teams to maintain FormFactor’s complex applica-
tion stack, which reduced maintenance costs by 20%. In addition, Jade provided global
coverage for all P1 pressing issues. During critical periods such as month end close activi-
ties, Jade Global provides 24/7application support.
As a result of Jade’s Global Service Delivery Model for Managed Services, the customer IT
team at FormFactor has more time to focus on strategic projects. Other business benefits
include a 30% reduction in day-to-day support costs in the first year of operation, improved
manufacturing across factories and product lines, and improved time to market delivery.
FormFactor internal support teams eliminated maintenance redundancies and support.
Jade Global assumes ongoing responsibility for monitoring, managing and problem
resolution for FormFactor’s IT systems. To Learn more about Jade Global Managed Services,
visit https://www.jadeglobal.com/managed-services.
Custom Agile Product Lifecycle
Management (PLM) integration with
custom connector to Oracle EBS
IT Management and IT team involved
heavily in day-to-day support
Reactive support led to end-user
dissatisfaction
Complex customization support without
documentation, which is heavily
dependent on a few people
The Solution
Ticket Triaging
Functional and Technical Support
Built an offshore team of experts to
maintain the complex applications and
reduce maintenance costs by
approximately 20%
Provided global coverage for P1 issues
24/7 support for applications provided
during month close and similar critical
period end activities on the Global
Delivery Model
Business Benefits
Customer IT team was able to free up
their time to focus on strategic projects
to merge multiple ERP systems into a
single Oracle ERP platform
Improved Manufacturing operations
across multiple factories and product
lines
Cost of day-to-day support reduced by
30% in first year of operation
Improved time to market delivery
Eliminated support and maintenance
redundancies