Amtech (CONT’D FROM PAGE 18)
when a user goes to open a case, they will first be pre- sented with knowledge base articles that could potentially solve the problem. This adjustment to the system has re- sulted in about one in seven cases being resolved without ever needing to create a case.” This quarter, Amtech is also launching a new tool called Ask Amtech , a powerful AI-based tool that lives inside of our support portal to help our customers enter cases. It can solve cases end to end and can provide real time sta- tus of open cases. And if it can't figure out how to solve a case, it will escalate to a person. Follow the Sun coverage will also launch in 2027. Un- der this offering, open cases unresolved by the end of the day in the U.S. will transition case to our Bangalore sup- port office. That team works on it overnight and transitions it back the next day. “Having that continuity and focus on those cases will allow us to solve cases much quicker,” Schneider said. Investing In Product Development “I think everything we've been doing has been our col- lective vision and our vision is to be the global leader in AI-powered software solutions for the packaging industry,” said Nelson. “For that to happen, we need to continually invest in our software. This year, we spent about 29 per- cent of our revenue on research and development. For context, a typical software company does about half of that. We're 100 percent focused on packaging, and this
With my background in the CPG space, I was excited and intrigued by the industry and the technology Amtech was developing. Once I met Chuck and Danna and the rest of the team, it was a done deal.” Additional updates to the executive team include Vinod Kumar, Chief People and Culture Officer; Kostas Vassilakis, Senior VP of Technology; Cory King, Senior VP of Custom- er Operations; Darren Artillio, Senior VP of Sales; and Joe Buckley, who acts as Schneider’s chief of staff and product manager. Growing Support And Services Amtech has invested in its support services by adding additional team members and restructuring the service teams into products-specific pods for more effective and knowledgeable support. Schneider expressed that there are several KPIs Am- tech is focused on to improve the user support experience. The first is response time. The length of time it’s taken for Amtech to respond to an issue has gone from two days two years ago, to under four hours today. That's a rough- ly 78 percent reduction. Second is non-defect cases - the ones where you just need to know how something works. “We've driven that down 51 percent, going from about two weeks to close a case to about a week,” said Schnei- der. “When a case gets closed, if it's a case that may af- fect other users, a knowledge base article is created. Now,
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