Redwood City, CA—October 27, 2003—Metrix (Company
Profile, Past
Stories, Case
Studies), Inc. (http://www.metrix.com), an global leader in product service automation software, announces integration
of its Mobile Techlink® solution with software from Questra Corp. to add real-time connectivity between instruments and the hand-held communication devices carried by
field technicians who service them.
Metrix will demonstrate Mobile Techlink’s connectivity with Questra’s new mobile intelligent device management (IDM) functionality for increasing the productivity of field
technicians in Booth #201 at the Association for Service Management (AFSM) International conference October 26-30 in Reno, NV.
Mobile Techlink improves field force productivity by linking field technicians to enterprise applications such as CRM, ERP, SCM and other back-end systems, including
Baan, JDE, Oracle, SAP, and Siebel. IDM enables instruments to monitor themselves and alert field service technicians directly, without waiting for a device to fail.
With new connectivity to Questra’s IDM solution, Mobile Techlink automates the sending of device alerts wirelessly to a pager or handheld device. It is an integrated,
off-the-shelf field service solution that accommodates a wide variety of devices and connects to any mix of enterprise applications. Mobile Techlink manages,
distributes and prioritizes each alert based on the organization’s specific business rules.
Metrix service management solutions are used by some of the world’s largest companies to streamline service operations, improve customer service, and increase customer
satisfaction, including Ahold, Canon, Cisco Systems, Cubic, Getronics, Motorola, Olympus, Powerware, Sysmex, and Xerox.
“Combining our Mobile Techlink field service solution with Questra’s intelligent device management will help customers achieve measurable results from service management
initiatives,” said Harvey Shovers, Metrix vice president of sales. “Field service groups will improve their productivity, of course, but they will also see improvements in
business process and decision making as a result of having real-time data. Service levels will improve, along with customer satisfaction.”
Vesna Swartz, Questra vice president marketing, said, “A solid benefit of adding intelligent device management to a field service solution is increased equipment uptime.
Real-time device performance data can trigger a field service action before production is interrupted. This builds value with the customer, because a service
dispatch sent to the technical support team includes detailed diagnostic information, significantly increasing first-visit problem resolution.”
About Metrix (http://www.metrix.com)
At Metrix, “Automating your service operations is our business.” Metrix is a leading provider of eProductService™ solutions. The company provides Web-based software
products and integrated applications to address all aspects of the product service chain for organizations worldwide. The solution, Metrix 4e eProductService suite, provides
built-in domain expertise and robust field service and repair center functionality for industries including medical equipment, high-tech & electronics, measuring &
control devices, telecommunications, 3rd party logistics, and other manufacturing. The software enables superior product service with powerful capabilities including field
force automation, field service/dispatch, contract administration, customer entitlements, equipment and parts tracking, workflow management, Web self-service and
scheduling optimization, with proven integration to leading ERP and CRM vendors.
Metrix 4e eProductServiceTM suite is used by some of the world's strongest companies to streamline service, improve customer service, and increase customer
satisfaction, including Baxter Healthcare, Canon, Getronics, Motorola, Olympus America, and Starbucks. The company, founded in 1980, is based in Waukesha, Wis. with
international offices in The Netherlands.
The company, founded in 1980, is based in Waukesha, Wis. with international offices in The Netherlands.
About Questra (
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