TransLogic's Resolution Intelligence for Field Service

TransLogic provides computerized tube systems that transport materials within healthcare facilities. Swisslog Healthcare is a global company specializing in automation to enhance the patient experience.

Goal: Capture & Share Knowledge to Empower Field Service

TransLogic’s material transport systems play an integral role in patient care. Uptime is important, and any downtime or service delays negatively impact CSAT and customer retention.

Service is becoming more complex, while the average seniority of technicians is decreasing, retirements are on the horizon, and finding new talent is difficult. Knowledge capture is a top priority for TransLogic.

Managing newer technicians required visibility into service performance, including the ability to identify strengths and pinpoint performance improvement and training opportunities.

“The beautiful thing about Neuron7 is that you can take resolutions from case history and instead of 3 hours of troubleshooting, the technician has the answer in 3 seconds."

Dave Hartley, VP Customer Care, TransLogic

Solution: Continuously Learning Resolution Intelligence

TransLogic partnered with Neuron7.ai to deploy Intelligent Diagnostics and Intelligent Search. Neuron7 analyzed past cases and service manuals to identify the best resolution path for every issue, and every product, and identify the most relevant service document.

Neuron7 provides turn-by-turn guidance to resolve issues and points to the exact section in a document for more context, all within their existing Salesforce workflow.

First, Neuron7 uses AI to generate resolution intelligence that is curated by subject matter experts. Neuron7 then learns from every interaction, creating and sharing the best resolution paths in real time.

Resolve Issues Faster, Minimize Escalations, Reduce Parts, and Improve CSAT

Now, any team member can identify the best resolution path for any issue, get step-by-step guidance, and easily find the most relevant documentation.

Neuron7 is available across software support, hardware engineering, and software engineering, creating a shared, continually updating source of truth. This allows TransLogic to better balance cross-functional efforts and minimize escalations to engineering.

Neuron7 improves service quality, customer satisfaction scores (CSAT), and retention while empowering technicians, reducing training costs, and enabling faster onboarding.

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"What the engineer puts in a book and what the technician does in the field don’t always line up. Neuron7 allows us to modify the procedure so when a new technician asks ‘how do I do this?’, it’s not an hour long process.”

_{Dave Hartley
VP Customer Care, Translogic Division}

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By partnering with Neuron7, TransLogic is investing in a single system of intelligence to empower service teams and engineers, resolves issues faster, and help the organization deliver best-in-class operational technology to customers.

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