TransLogic's Resolution Intelligence for Field Service
Swisslog Healthcare is a global company specializing in healthcare and transport automation to enhance the patient experience. TransLogic is a division of Swisslog Healthcare focused on pneumatic tube systems.
Goal: Lower Call Backlog, Minimize Escalations & Use Fewer Parts
TransLogic, a Swisslog Healthcare division, provides pneumatic tube systems to transport materials primarily within healthcare facilities. With more than 10,000 transactions per day, keeping tube systems running is a critical for patient care. Because any field service issues or delays in customer response negatively impact customer satisfaction and retention, TransLogic sought a digital application to help manage customer inquiries and ongoing service.
“The person who worked on it 5 years ago doesn’t remember the way they solved a problem, Neuron7 captures that…and provides the best troubleshooting path and answers in 3 seconds.”
Like many well established companies, TransLogic faces the pending retirement of seasoned employees and the ongoing market challenges of finding new talent. Managing these employee concerns requires visibility into service performance which must include the ability to analyze and identify strengths among support technicians while pinpointing performance improvement and training opportunities.
With a shared source of truth for service and engineering, TransLogic can better balance cross-functional efforts, lowering the call backlog, minimizing escalations to engineering, and reducing parts wastage. Collectively managing these shifts will improve customer retention and increase Customer Satisfaction Scores (CSAT).
Solution: Continuously Learning Resolution Intelligence
TransLogic deployed Neuron7’s Diagnostic Intelligence, an AI solution that extracts intelligence from various data sources, curated by subject matter experts. Instead of focusing on top vs. bottom performers, any team member can find the right answer, the first time, to reduce the average call handle time for agents, software support, hardware engineers, and software engineers alike.
"What the engineer puts in a book, and what the technician does in the field don’t always line up. If the technician can save 30 minutes and get to the same point, Neuron7 allows us to modify the procedure so when a new technician comes in and says ‘how do I do this?’, it’s not an hour long process.”
Additionally, TransLogic can more easily analyze search queries to identify content gaps, reduce training costs, minimize onboarding time, and reduce escalations to supervisors and subject matter experts.
By partnering with Neuron7, TransLogic is investing in a continuously learning resolution system of record that will help the organization deliver best-in-class operational technology that is more than just a tube system.
Watch Next: How AI Provides Resolution Intelligence for Field Service
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