TSMC’s Customized Technical Documentation Platform Enhances Customer Experience

Taiwan Semiconductor Manufacturing Company, the world’s leading dedicated semiconductor foundry, has long prioritized customer-centric innovation to maintain its competitive edge in a rapidly evolving industry. TSMC is known as “The Trusted Foundry” for this reason.

Amid increasing complexity in chip design and manufacturing, driven by advanced nodes like 3nm and beyond, TSMC recognized the need for more efficient digital tools to support its global clientele. In response, the company upgraded its flagship customer self-service portal, TSMC-Online™, transforming it into a sophisticated Customized Technical Documentation Platform that significantly enhances user experience and operational efficiency.

Launched with upgrades beginning in April 2021, this platform embodies TSMC’s philosophy of being “Everyone’s Foundry.” The core objective was to address challenges posed by escalating technology and design intricacies, where customers from fabless designers to major tech giants require seamless access to vast amounts of technical data. Previously, navigating extensive documentation and production updates often demanded significant time and occasional support from TSMC’s customer service teams. The revamped TSMC-Online™ introduces a customer-oriented architecture, creating a truly customized service environment that empowers users to manage information as if operating their own fabrication facility.

Key enhancements revolve around three innovative methods:

A standard operation interface, personalized workspace, and intelligent guidance service. The standard operation interface provides a unified, intuitive layout that simplifies navigation across diverse functions, reducing learning curves and minimizing errors. Users benefit from consistent workflows, whether querying process design kits (PDKs), foundation IPs, or real-time wafer status updates.

The personalized workspace stands out as a hallmark of customization. Customers can tailor their dashboards with widgets aligned to specific roles and project stages—such as design verification, tape-out preparation, or manufacturing monitoring. For instance, engineers focused on advanced packaging like 3DFabric™ can prioritize relevant tools, while those in automotive applications highlight AEC-Q100 qualified resources. This flexibility accommodates varied stakeholder needs within a single organization, streamlining collaboration and boosting productivity.

Complementing these is the intelligent guidance service, which leverages smart features like contextual tutorials, animated walkthroughs, and real-time assistance modules. Previously, over half of users reportedly sought external help for document-related tasks due to platform complexity. Now, embedded animations and AI-driven prompts enable self-guided exploration, allowing instant access to tutorials without waiting for support, crucial across time zones.

Security remains paramount, with robust confidential information protection mechanisms ensuring sensitive data, including proprietary designs and production metrics, stays secure. Customers gain comprehensive visibility into the entire lifecycle, from design enablement through wafer manufacturing to shipment, fostering trust and operational transparency.

The impact has been profound. By January 2023, TSMC-Online™ averaged over 3,000 daily logins, reflecting high adoption and reliance. This digital collaboration tool accelerates product success by shortening time-to-market, reducing dependency on manual interventions, and enabling innovative outcomes in high-growth sectors like mobile, high-performance computing, AI, automotive electronics, and IoT.

TSMC’s commitment extends beyond this platform; it integrates with broader initiatives like the Open Innovation Platform® (OIP), which includes ecosystems for EDA tools, IPs, and cloud-based design environments. However, the Customized Technical Documentation Platform within TSMC-Online™ directly tackles day-to-day pain points, exemplifying how digital transformation can elevate service quality in semiconductor manufacturing.

Bottom Line: In an era where speed and precision define success, TSMC’s platform not only optimizes customer experience but also strengthens partnerships. By continuing to refine these tools, TSMC reinforces its role as a trusted enabler of global technological advancement, ensuring customers can focus on innovation while the foundry handles the complexities.

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