Case Study: TransLogic achieves faster field service resolution with Neuron7

TransLogic's Resolution Intelligence for Field Service

TransLogic, a provider of computerized tube systems for healthcare facilities, faced the challenge of complex service operations. With the rising seniority of their technicians and difficulty in finding new talent, capturing and sharing institutional knowledge was a top priority. They needed a way to empower their field service team to resolve issues faster and minimize costly escalations. To address this, TransLogic partnered with vendor Neuron7 to deploy its Intelligent Diagnostics and Intelligent Search services.

Neuron7's solution used AI to analyze past cases and service manuals, generating intelligent resolution paths that were then curated by experts. This provided technicians with step-by-step guidance and exact documentation within their existing Salesforce workflow, drastically cutting troubleshooting time. The implementation by Neuron7 resulted in a 96% resolution accuracy rate, an 18% increase in service levels, and 960 warranty hours saved, leading to improved customer satisfaction and faster technician onboarding.

TransLogic

Dave Hartley

VP Customer Care