How Cadwell improved resolution accuracy at scale

^{The Goal}
Improve incident categorization, resolution accuracy, and cost-per-case

Cadwell, a leading medical technology innovator, supports complex neurology systems and devices with a global team of technical experts and distributors. In partnership with Neuron7, Cadwell is set to streamline internal operations and ease infrastructure demands for its global network of technical experts and distributors.

Key challenges across their support organization:

• Reduce call handle time and improve first call resolution
• Accurately categorize incidents despite free-text variability
• Capture expert knowledge and reduce reliance on SMEs for every issue
• Expand service capacity while improving team efficiency

The team also sought to reduce parts usage and overall cost per case while enabling new support models for distributors.

^{The Solution}
AI-guided pathways and structured support expansion

Cadwell partnered with Neuron7 to implement AI-driven resolution intelligence, starting with intelligent pathway creation and incident categorization. Neuron7’s platform reads free-text tickets, manuals, and logs to automatically extract patterns, categorize by product line, and surface the top drivers of case volume.

Neuron7 is working with Cadwell to optimize internal resource use, streamline infrastructure planning, and develop future AI-powered access for distributors through Salesforce.

^{Looking Ahead}
Reducing cost-per-case and scaling support effectively

Cadwell is focused on advancing its support strategy with long-term goals around efficiency, consistency, and scale. Key areas of focus include:

• Reduce cost per case by improving categorization and resolution consistency
• Optimize SME time and support structure by prioritizing the most impactful issues
• Enable distributor access models that improve support experience and drive scalable growth

Neuron7’s AI models will continue to evolve with Cadwell’s service data—supporting continuous improvement in both resolution quality and team efficiency.