Improving resolution accuracy at scale

Cadwell, a leading medical technology innovator, supports complex neurology systems and devices with a global team of technical experts and distributors.

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In partnership with Neuron7, Cadwell is set to streamline internal operations and ease infrastructure demands for its global network of technical experts and distributors.

Goal: Improve Incident Categorization, Resolution Accuracy, and Cost per Case

Cadwell wanted to solve several high-impact challenges across their support organization:

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• 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

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

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.

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

What’s Next: 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:

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• 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

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Neuron7’s AI models will continue to evolve with Cadwell’s service data—supporting continuous improvement in both resolution quality and team efficiency.
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Read next: How TransLogic is transforming field service with AI.