Metrix and Cognitor Launch New Field Service Analytics Dashboard Application (email this article)

Dallas, TX. (Monday, October 4, 2004) – Metrix, Inc. (Company Profile, Past Stories, Case Studies) (http://www.metrix.com), a global leader in field service management software, announced integration to Cognitor’s InteligineOneView field service analytics dashboard application to add real-time analysis and decision-making to service operations.

Metrix will feature Metrix 4e(TM), their flagship service management suite, with Cognitor’s InteligineOneView application at the Association for Service Management (AFSM) International conference October 3-5 in Dallas, TX.

The InteligineOneView dashboard allows companies to instantly monitor service level commitments and thresholds by viewing key performance indicators (KPIs) in real time. The dashboard provides user-configured, graphical views of customer issues and service levels, allowing a user to define exactly what information they want to see in different visual formats. There is also a drill down feature to perform root-cause analysis.

“Combining Metrix 4e field service management solution with Cognitor’s field service analytics will help customers achieve measurable results from service management initiatives,” said Larry Laux, president of Metrix. “Field service organizations will have new insights into their service operations and customers, improving business processes and decision making as a result. Service levels will improve, along with customer satisfaction.”

InteligineOneView is integrated with Metrix 4e, allowing all users to access the most recent customer information directly. Using the dashboard, a manager can analyze which customers are being serviced appropriately, how much time field technicians require to complete tasks, and determine the profitability of an SLA. By using the configurable, visual representations of service level KPIs, organizations are armed with the knowledge and ability to take action and improve customer care. InteligineOneView can also create graphical reports for executives, the contact center, repair center, knowledge base, product managers, and more.

“If you don’t know real time that your best customers are not being adequately served by you then you will eventually lose them as a customer if you do not make proactive changes. In a highly competitive market where you can stand out by providing superior customer service, InteligineOneView will revolutionize how companies view and react to their information,” said Donna Salvatore, president and chief executive officer of Cognitor. “We’re excited to showcase the power, insight and flexibility that InteligineOneView can provide to service organizations during the AFSMI Summit.”

About Metrix:
At Metrix, “Automating your field force is our business.” Their mobile solution, Mobile Techlink(R) (powered by Orsus Solutions, Inc.), delivers built-in domain expertise, out-of-the-box use, robust field force automation functionality and proven integration to leading ERP, CRM and legacy vendors such as: Oracle, PeopleSoft, SAP, and Siebel. In addition, the Metrix 4e suite of products enables superior service with powerful capabilities: field force automation, field service/dispatch, contracts management, customer entitlements, equipment and parts tracking, workflow management, Web self-service and scheduling optimization.

Metrix solutions are used by some of the world's strongest companies to automate field force operations, streamline service processes, improve customer service, and increase customer satisfaction, including Canon, Cubic, Getronics, Konica Minolta, Motorola, Olympus America and Xerox. The company, founded in 1980, is based in Waukesha, Wis. with international offices in The Netherlands.

For more information on Metrix, Mobile Techlink and field service ROI, visit http://www.metrix.com or http://www.mobiletechlink.com.

About Cognitor:
Cognitor has become a leader in the rapidly growing Customer Service Lifecycle Management and Service Level Analytics market through its innovations in the development of Business Intelligence and Embedded Knowledge Management applications. The company’s advanced visualization technology, search and linguistic capabilities, and advanced rules engine provide superior capabilities in customer service lifecycle and database management applications. Cognitor’s applications have been used to track issues from cradle-to-grave, proactively notify customers of new bug fixes, and to monitor customer service performance levels real time. Leading global companies including Amdocs, Olympus, Motorola, Imation, RBC Dain Rauscher, Rockwell Automation, and Boise Office Products, all benefit from Cognitor applications. Cognitor's quick and easy to implement solutions can be used for technical support centers, field service, repair and return centers, internal help desks and web-self service to provide a quick ROI and happy customers. Cognitor is based in Chicago, IL. Call or email Cognitor today for the best solutions and visit www.cognitor.com.