How Terumo BCT is scaling support in the face of rising complexity

Terumo BCT is at the forefront of blood component, therapeutic apheresis, and cellular technologies.

Facing a rise in escalations and inconsistent resolution across new markets, Terumo BCT turned to Neuron7 to reduce parts cost, capture knowledge to guide faster answers, and lay the groundwork for scalable AI-powered service.

With Neuron7, Terumo BCT is guiding technicians to faster, more accurate resolutions, reducing parts usage, and setting a foundation for scalable, AI-powered service across teams and regions.

^{The Challenge}
Deliver consistent support with limited product history

As Terumo BCT entered new markets with limited service history, 25% of devices were going offline and 15% of those cases escalated to internal support teams.  

With no structured knowledge base in place, the team faced mounting pressure to maintain service quality and reduce parts usage while navigating product complexity and incomplete data.

^{The Solution}
Connect the right fix to the right case, every time

Terumo BCT partnered with Neuron7 to bring AI-powered service intelligence to their contact center and field service teams. The goal was simple: reduce parts consumption, reduce escalations, and improve resolution speed without sacrificing service quality.

"Neuron7 helped identify realistic targets backed by real data, giving us the confidence to expand on the value we saw with Neuron7 integrated in our existing service platforms.”
‍
Rachael Castroverde, Vice President of Global Services

By guiding support and service teams with accurate AI-driven guidance, Terumo BCT is deflecting escalations and resolving issues faster, while using fewer parts along the way. In partnership with Neuron7, they’ve unified service processes and laid the groundwork for a scalable support model across products and regions.

^{The Results}
Faster resolution, fewer escalations, fewer parts

By using Neuron7 within their existing service environments, Terumo BCT’s service organization receives real-time, step-by-step guidance. Results in just the first year include:

• 13% increase in work orders resolved without requiring parts
• 20% deflected escalations
• 24% decrease in average part cost per escalated work orders
• Nearly 3x ROI in the first year

^{Looking Ahead}
Expanding AI across the global product portfolio

With early results in place, Terumo BCT built confidence across stakeholders and developed a multi-year plan to expand Neuron7 across additional product lines. A global readiness team is leading the effort by identifying documentation gaps, improving service content, and making each rollout faster and more efficient.