Increase the “time to abandon:” customers are willing to wait longer to engage with a technician because they’re confident their problem will be resolve on the first call.Given the criticality of support in a healthcare setting, Rescue is of critical importance for Hologic. For just one of its four product groups, reduced live customer visits by five per month, resulting in travel savings of more than $50K/year. Access the knowledgebase to search for technical tips, frequently asked questions. With Rescue, Hologic has improved customer satisfaction while saving money. Click the register button below to be directed to Hologic’s Customer Support Portal for additional resources related to your equipment installation and training process. Lens enables Hologic’s users to easily and securely transmit instantaneous video sessions to the support desk, enabling technicians to quickly verify device information such as part numbers. Hologic has also adopted Rescue Lens, which provides real-time video streaming via mobile devices. They selected Rescue because, as Director of User Services Brad Shafton says, the company wanted to arm their support technicians with a tool that would help them “do their jobs more efficiently and more successfully.” With its high reliability, connection speed, and expansive remote control capabilities, Rescue is a solution built for support efficiency and success. With more and more support sessions calling for remote control, Hologic chose LogMeIn Rescue for their support solution. For another, the commercialization of advanced technology has raised the level of expectation that customers have that support will always be available, and the problems will be quickly resolved. The average Hologic salary ranges from approximately 45,000 per year for Customer Service Representative to 69,500 per year for Customer Success Manager. Hologic designs, markets, and services a variety. For one, while users have expertise in the clinical use of their equipment, they may be less familiar with the underlying technology. Founded in 1985, Hologic is a global diagnostics and healthcare company serving customers around the world. My main focus is smoothening out anything that could go wrong with customers interactions with the company, from order entry all the way to returns, logistics and communication. There I work for the DACH region (Germany, Austria, Switzerland). In supporting its customers, Hologic faces a number of challenges. I am currently employed at the medical supplies company Hologic as a customer service agent. Half of the incidents are managed via phone support, with fully 50% of these requiring remote control, a number that has doubled in each of the last two years. Hologic’s user support group handles roughly 4,000 incidents each month, helping customers with their questions supporting the sophisticated diagnostic, medical imaging and surgical equipment that the company provides.
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