This month’s issue of Profile Magazine has an interesting feature on our customer Kirk Malloy, VP of Tech Services for Illumina. Kirk describes his overall success and strategy at Illumina and highlights the company’s use of LogicNets as their platform for automated troubleshooting.
The company uses LogicNets to automate web self-service for their customers, Call Center agents and Global Field Service reps.
As Kirk points out in the article, this technology strategy has resulted in significant improvement in rep training and ramp-up time, reduction in time-to-resolution, and better automated handling of initial issues by the customers themselves. If you consider the inherent complexity of Illumina’s genome sequencing technology, you can appreciate both the challenge and the results they’ve achieved.
Here’s a PDF of the article (which begins on page 2 of the document), and here’s the only-slightly-less-sexy online version of the article. Use the comments to let us know what you think or to ask us any questions!