Photo of ARISII MRI machine and computer terminal Hitachi

By separating training, service, and user procedures, InnerLink made Hitachi’s open MRI equipment easy to learn, maintain, and operate.

Situation: The users of an open MRI unit were frustrated by poorly organized operations manuals. As a result, Hitachi fielded too many calls at its help desk.

Solution: A three-week study by InnerLink uncovered a basic documentation problem—failure to target the audience. Hitachi’s MRI product had several distinct users: the customer's radiology technologists who operated the MRI machines and Hitachi's field training technologists, service technicians, and help desk employees. InnerLink separated the training, service, and operating procedures into 16 user-specific deliverables, including online access to help files, upgrades, and ancillary information.

Benefit: Hitachi's customers overwhelmingly preferred the new documentation. As a result, help desk calls and the accompanying customer service costs were significantly reduced.