Driving efficiency and service quality at scale

With a nationwide team of field service engineers (FSEs), 626 is one of the fastest-growing third-party service providers in the healthcare technology management market.

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626 supports medical imaging equipment from leading OEMs including Siemens, GE, Philips, Toshiba, and Del Medical.

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Goal: Improve Technician Productivity and Reduce Parts Waste

To scale efficiently while maintaining quality, 626 aimed to improve FSE productivity and reduce unnecessary parts usage. As a rapidly expanding company in a competitive market, leaders also needed to address broader challenges:

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• Recruiting, training, and retaining a distributed workforce

• Ensuring consistent, high-quality service across all regions and modalities

• Managing rising operational costs tied to parts, logistics, and stockouts

• Empowering FSEs with real-time guidance to reduce dependency on senior engineers

• Maximizing customer uptime and improving first-time-fix rates

Solution: Resolution Pathways for Medical Imaging Work Orders

626 partnered with Neuron7 to bring AI-powered Resolution Intelligence into their service operations. By analyzing product manuals, troubleshooting guides, and case notes, Neuron7 delivers dynamic, guided workflows and AI-powered search directly into the tools FSEs already use.

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FSEs will be able to resolve complex equipment issues faster, with less guesswork, fewer parts, and more confidence.

What’s Next: Scaling Resolution Intelligence to Drive Field Efficiency

As Neuron7 is integrated into service workflows, 626 is positioned to unlock measurable gains in service efficiency and quality, including:

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• 5% projected reduction in parts waste

• 33% decrease in time-to-productivity for new FSEs (from 6 months to 4)

• Improved FSE capacity and reduced overtime through better first-time fix rates

• More issues resolved without escalation to senior engineers

• Improved part prediction and smarter inventory management

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Next, 626 plans to expand Resolution Intelligence to additional work order types and modalities, with the goal of increasing issue resolution speed and consistency across all regions.

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Read next: How TransLogic is transforming field service with AI.