CHALLENGE 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. Half of the incidents are managed via phone supply, with fully 50% of these require remote control, a number that has doubled in each of the last two years. In supporting its customers, Hologic faces a number of challenges. For one, while users have expertise in the clinical use of their equipment, they may be less familiar with the underlying technology. 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. SOLUTIO

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