Case Study: Hologic achieves faster first-call resolution, reduced travel costs and more efficient remote support with GoTo Rescue

LogMeIn Rescue helps Hologic deliver customer support efficiently and successfully

Hologic, a medical equipment company in Marlborough, MA, handles roughly 4,000 support incidents each month, with 50% of phone-managed incidents requiring remote control — a need that has doubled in each of the last two years. Facing increasingly sophisticated devices, high customer expectations for always-available support, and users who may lack technical familiarity, Hologic turned to GoTo’s LogMeIn Rescue and Rescue Lens to provide reliable remote-control and real-time mobile video streaming capabilities.

GoTo’s Rescue and Rescue Lens helped Hologic boost first-call resolution and customer satisfaction while reducing costs and handle time: for one product group Hologic cut live customer visits by five per month, saving more than $50K/year in travel, and real-time video eliminated the delays of emailed photos. The solution also increased customers’ willingness to wait for a technician (longer time-to-abandon), making remote support more efficient and mission-critical in healthcare settings.

Hologic

Brad Shafton

Director, Innovation & UX