ML 100 Awards
 
hologic.pngBack-office data entry was eliminated, saving the company $24,000 a month. The automation saved Hologic $600,000 in the first year alone.

 

 

 

PROJECT


Field Service
Company freed technicians from doing manual tasks on-site

When hospitals and clinics need service on breast cancer screening devices or other equipment made by Hologic, they expect a quick response. Hologic answers those calls with a U.S. field staff of 350, as well as 50 international field personnel.

But for such a high-performing medical device company focused on women’s health, Hologic was facilitating field service in a decidedly low-tech way. Dispatchers at the company’s two service centers entered details of customer issues into the company’s Oracle CRM system, then notified a field technician of the job by voicemail or pager. The technician called in for details, and then again to provide progress reports from the location. If parts were needed, so was another call, and when the tech finished the job, yet another. Service personnel completed job tickets by manually adding data to a Word template, and back-office staff keyed the information into the CRM system.

Hologic saw much room for improvement, and set about creating a system that would allow field workers to provide real-time updates on jobs, capture the duration of the visit for SLA measurement or invoicing, streamline billing, identify service up-sell opportunities, enhance service levels, and enable the support desk to keep clients apprised of a work-order’s status. To do so, the manufacturer worked with technology partners AT&T and Antenna Software to deploy BlackBerry smartphones to service team members. Field personnel could use the devices to receive and enter job information that was automatically routed to and from the Oracle CRM system.

The results were impressive. Technicians now complete a series of automated drop-down choices, which has reduced the time that it takes to close a job by 80%, to 5 minutes or less. The back-office data entry was completely eliminated, saving the company $24,000 a month. The automation saved Hologic $600,000 in the first year alone.

“We continually improve and leverage common processes and tools in our various lines of business, and seek to harmonize them across international operations,” says Dennis Pappas, senior director of service operations.

The company has tackled this challenge head-on with the deployment of a field force automation solution, one that provides a Common User Interface across multiple business lines to enable real-time communication and service transaction updates to meet critical customer demands.