Case Study: Hologic improves customer support efficiency with Rescue by LogMeIn

LogMeIn Rescue helps Hologic deliver customer support efficiently and successfully

Hologic, a medical equipment company based in Marlborough, Massachusetts, handles about 4,000 support incidents each month for its diagnostic, imaging, and surgical equipment. With many cases requiring remote control and customers expecting fast resolution, the support team needed a more efficient way to help users who knew the clinical side of the devices but not always the underlying technology.

Hologic implemented Rescue by LogMeIn, along with Rescue Lens for real-time mobile video streaming, to improve remote support and speed issue diagnosis. The result was higher customer satisfaction, fewer live visits, and lower costs, including more than $50K in annual travel savings from just one product group, reduced handle time, and better first-call resolution.

Hologic

Brad Shafton

Director, User Services