Case Study: Hologic improves customer satisfaction and saves money with Rescue by LogMeIn

Hologic saves more than $50K/year with Rescue by LogMeIn

Hologic, a provider of sophisticated diagnostic and medical imaging equipment, faced challenges in its customer support operations. With half of its 4,000 monthly support incidents requiring remote control, the company needed a reliable solution to help its technicians efficiently resolve issues for customers who were experts in clinical use but less familiar with the underlying technology. They turned to LogMeIn Rescue for a solution.

Using LogMeIn Rescue and its Rescue Lens feature for real-time video streaming, Hologic's support technicians became more efficient. The solution delivered significant results, including improved customer satisfaction and substantial cost savings. For one product group alone, Hologic reduced live customer visits by five per month, resulting in over $50,000 per year in travel savings. The vendor's tools also increased customer willingness to wait for support and decreased overall handle time.

Hologic