SUCCESS STORY
Hologic Strategic Shift:
Data-Driven Lifecycle Management
Industry: Medical Devices
Aquant Products: Triage and Insights
Country: US
About Company
Hologic, Inc. is a medical technology company primarily focused on women’s health; it sells medical devices for diagnostics, surgery, and medical imaging and is responsible for the maintenance and repair of those devices.
Challenges
Talent Gap & Workforce Complexities
Recruiting and training skilled teams for complex, long lasting devices is expensive and challenging in competitive talent market.
High demand for Field Engineers
Hologic faces the challenge of streamlining service resolution to reduce high costs intensified by inflation and supply chain difficulties.
No Holistic View at Full Lifecycle
Measuring workforce lifecycle required a comprehensive evaluation of end-to-end service events, beyond First Time Fix Rate.
Revamping Service and Talent Strategy
With all challenges described above, Hologic prioritizes rapid resolution and has shifted its focus to a more holistic measurement of workforce lifecycles. This approach entails a thorough evaluation of the entire service lifecycle, including factors like remote troubleshooting and costs, to improve service efficiency and customer experience, moving beyond traditional metrics like the First Time Fix Rate.
“The fact that Aquant is the market leader in service intelligence was critical in our decision to partner. We’re able to gain insight into how our resources, employees, parts, and products are performing and that is something that is not provided through any of our other tools.”
- Pierre Malboeuf, VP of Field Service Americas at Hologic
Transforming Service and Workforce Management: Leap in Efficiency
Aquant has effectively addressed Hologic's challenges by upskilling technicians through its Triage tool, enhancing problem-solving efficiency, and enabling targeted coaching with Service Insights. Additionally, Aquant's solutions have led to more strategic technician dispatching, increasing remote resolutions and lowering service costs. For broader workforce lifecycle measurement, Aquant provides comprehensive insights beyond first-time fix rates, focusing on reducing visits, optimizing part usage, and improving customer experience.
Reduced Skills Gap
With Triage, Hologic was able to streamline troubleshooting for service teams and enhance oversight of performance assessment and coaching.
Enabled Remote Resolution
Aquan’t implementation has led Hologic to optimize technician dispatch, increasing remote resolution and reducing unnecessary visits.
Centralized View on Service Business
With centralized view, Aquant enabled team to measure key service lifecycle metrics leading to more data-driven decisions.
Elevating Service Business with Aquant Service Co-Pilot
Service Co-Pilot is an end-to-end solution designed specifically for service organizations, aiming to enhance service outcomes and elevate customer experience. With Knowledge, insights and Triage you can enable any stakeholders and drive better business outcomes for your service business
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