Integrated CMA Machine
Management System

INDUSTRY

Semiconductor equipment industry

Key Apps

Zoho CRM, Zoho Catalyst

The Company

JAD Group Inc. is a global provider in the semiconductor surplus equipment and services market, founded in Chicago, Illinois in 1998. The company specializes in buying, selling, and providing agency services for pre-owned semiconductor manufacturing and automated test equipment (ATE).JAD Group also offers repair, calibration, and legacy support for major test systems such as Advantest and Teradyne.Their services include equipment decommissioning, fair market evaluation, refurbishing, and line redeployment to support semiconductor operations. With a worldwide network and technical expertise, the company helps semiconductor producers and IC assembly/test markets manage surplus capital assets more effectively.

Client Profile

Client: Jad Group Inc.
Website: https://jadgrp.com/
Industry: Semiconductor equipment industry
Headquarters: Chicago
Founded: 1999

Use Case: Centralized CMA Machine Management with Service Portal

Technology Partner : Elite Tech Corp

Platform Used : Zoho CRM, Zoho Catalyst

Overview

Implemented a custom web portal that seamlessly connects with Zoho CRM to provide clients with real-time access to their CMA machines and service information. This solution centralizes machine management, service ticket tracking, and documentation in one integrated system.

The Challenge

Fragmented Service Management – Difficulty tracking service requests and machine status across multiple contacts
Limited Client Visibility – Clients lacked direct access to their machine information and service history
Complex Account Structure – Need to manage multiple contacts associated with a single account who share machine access
Inefficient Communication – No streamlined system for clients to submit and track service tickets
Documentation Challenges – Service notes, engineer reports, and machinedocumentation scattered across systems

Use Case Overview: End-to-End CMA Machine Management with Portal

To address these challenges, a custom web portal was developed that:

Creates and manages accounts and contacts in Zoho CRM
Provides password-protected access to each contact’s CMA machine information
Enables service ticket creation and tracking from both CRM and portal interfaces
Supports file attachments and engineer notes for comprehensive documentation
Shows machine operational details including start day, end day, parts, and equipment

Workflow Journey:

1. Account Creation in Zoho CRM

2. Contact Registration and Password Setup

3. Portal Access to Associated CMA Machines

4. Service Ticket Management

5. Machine Status Monitoring

6. Documentation and Notes System

Solution Architecture

Step 1: Account & Contact Management (Zoho CRM)

Account is created in Zoho CRM by administrators
Multiple contacts can be associated with a single account
Each contact is registered in Zoho CRM with their email address
System automatically sends password setup link to new contacts’ email addresses

Step 2: User Authentication & Portal Access

New contacts click the password setup link received via email
After setting up their password, contacts gain access to the portal
Authentication system verifies user credentials against Zoho CRM data
Upon successful login, users are directed to their portal

Step 3: CMA Machine Association & Visibility

Each account can have one or more CMA machines
Any contact within an account can purchase or register a CMA machine
All contacts associated with the same account can view all CMA machines
Machine details displayed include specifications, operational status, and service ticket history

Step 4: Service Ticket System

Service tickets can be created from portal to Zoho CRM
Service tickets can be created from Zoho CRM to portal
Each service ticket includes reference to specific CMA machine
Each service ticket includes issue description
Each service ticket includes priority level
Each service ticket includes status tracking
Each service ticket includes parts and equipments
Both interfaces display complete ticket history for transparency

Step 5: Documentation & Notes

Supports client-uploaded attachments
Supports service engineer notes
Supports system-generated reports
All documentation is synchronized between portal and Zoho CRM
Notes are timestamped and attributed for audit trail

Step 6: Machine Status & Performance Tracking

Displays start day and end day operational period
Displays parts inventory and status
Displays equipment specifications
Displays service history
Real-time updates ensure current information

Step 7: Complete Workflow Overview

Account Creation – New account created in Zoho CRM
Contact Registration – Contacts added and setup emails sent
Portal Access – Contacts set passwords and access portal
Machine View – View CMA machines linked to account
Service Management – Create, track, and update tickets
Documentation – Add attachments and view engineer notes
Performance Monitoring – Track machine status and parts

Conclusion:

By integrating Zoho CRM with a custom web portal, we created a seamless system for managing CMA machines and service requirements. The solution improves visibility for clients, streamlines service ticket management, and ensures all account contacts have access to essential machine information. This comprehensive approach enhances client satisfaction through improved transparency, faster service response, and better documentation.It ultimately strengthens client relationships and improves overall operational efficiency.

Elite Tech Corp

📧 Email: sales@elitetechcorp.com

🌐 Website: elitetechcorp.com

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Integrated CMA Machine Management System