Waukesha, Wis. (December 16, 2003) - Metrix, Inc. (Company
Profile, Past
Stories, Case
Studies) , a global leader in product service automation software, today announced that it has expanded its fast-growing customer base to include Cubic
Transportation Systems, Inc.
Cubic Transportation Systems, Inc., one of two major subsidiaries of San Diego-based Cubic Corporation (AMEX:CUB), is the world's largest supplier of integrated ticketing
and automated fare collection systems for mass transit. It operates in more than 40 major markets in cities on five continents, including London; New York; Washington,
D.C.; Baltimore; Chicago; Atlanta; San Francisco; Los Angeles; Miami; Sweden; Norway; Denmark; Rotterdam; Hong Kong; Guangzhou; Shanghai; Singapore; Sydney,
and Brisbane.
Cubic delivers a range of customer services including a 24/7 call center, system maintenance and extended warranty programs, communications network management and
hosting services, card management facilities and outsourcing services. To further enhance its asset and maintenance management services, Cubic purchased the
Metrix 4e ProductService™ application suite including Mobile Techlinkâ, a leading edge field service automation solution that provides real-time direct connectivity
between hand-held communication devices and any mix of enterprise applications that are platform independent. Metrix will allow Cubic to automate and link their mobile
field service and field force operations. Mobile Techlink manages the data flow between field service technicians and back-end systems to fully automate processes, thereby
eliminating manual work and improving productivity. It also enables them to work in both a wireless and connected environment.
"As we continue to experience significant growth in our client base and expand the range of services that we offer, we need to provide leading edge solutions for future
customer needs," said James Schleifer, vice president of customer services at Cubic. "Metrix will contribute considerably to our ability to streamline service
processes, increase operational efficiency, lower operating costs, improve field service response and resolution rates and improve productivity.”
In addition, using Metrix 4e, Cubic will be able to easily integrate Hewlett Packard’s OpenView into its central system. This will expand the ability to view records of all
support calls and service repairs on one unified system. With greater data access the company can quickly and cost-effectively analyze, respond to and solve issues. Cubic
will use the Metrix 4e IDM (intelligent device management) module to connect over the Internet to customer devices, providing remote monitoring and real-time alerts via the
Metrix software suite. Cubic’s 24/7 call center representatives can view a real-time information log for troubleshooting and problem resolution. Representatives can then send
the right technician with the right parts to the job, reducing service time in most cases to just one visit.
“Being customer-focused, responsive, and forward-thinking have always been core to our business,” explained Fred Valfer, director of customer service at Cubic. “With
Metrix we have built-in domain expertise, real-time connectivity, global technology and broad functionality to better meet our customers’ needs now and into the future.”
Cubic selected Metrix based on the company's domain expertise, global integration capabilities and implementation methodology. The system has already gone live in the
U.K. where Cubic Transportation Systems Limited, the UK transportation operations and subsidiary of Cubic Corporation, provides customer services for several projects
including Transport for London’s “Oyster” smart card system and the independent Train Operating Companies. Rollout of the Metrix suite, including Mobile Techlink,
HP OpenView integration and IDM capabilities, will take place in phases over the next year to support Cubic’s other customers around the globe.
"To effectively respond to customer needs and improve customer service in today’s connected business environment, leading edge companies are demanding real-time
mobile field service to raise the bar of their service organizations," said Harvey Shovers, vice president of sales and marketing at Metrix. "We look forward to
helping Cubic continue providing world-class service to their customers, driving ROI and improving operational productivity overall."
About the Company:
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
eProductServiceTM application 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 Ahold, Canon, Getronics, Motorola, Olympus America, Starbucks and Sysmex. The company, founded in 1980, is based in Waukesha, Wis. with
international offices in The Netherlands.
For more information on Metrix, Metrix products and client case studies, visit http://www.metrix.com
Cubic Transportation Systems, Inc., one of two major subsidiaries of San Diego-based Cubic Corporation (AMEX:CUB), is the world's largest supplier of integrated ticketing
and automated fare collection systems for mass transit. It operates in more than 40 major markets in cities on five continents, including London; New York; Washington,
D.C.; Baltimore; Chicago; Atlanta; San Francisco; Los Angeles; Miami; Sweden; Norway; Denmark; Rotterdam; Hong Kong; Guangzhou; Shanghai; Singapore; Sydney,
and Brisbane.
Cubic delivers a range of customer services including a 24/7 call center, system maintenance and extended warranty programs, communications network management and
hosting services, card management facilities and outsourcing services. To further enhance its asset and maintenance management services, Cubic purchased the
Metrix 4e ProductService™ application suite including Mobile Techlinkâ, a leading edge field service automation solution that provides real-time direct connectivity
between hand-held communication devices and any mix of enterprise applications that are platform independent. Metrix will allow Cubic to automate and link their mobile
field service and field force operations. Mobile Techlink manages the data flow between field service technicians and back-end systems to fully automate processes, thereby
eliminating manual work and improving productivity. It also enables them to work in both a wireless and connected environment.
"As we continue to experience significant growth in our client base and expand the range of services that we offer, we need to provide leading edge solutions for future
customer needs," said James Schleifer, vice president of customer services at Cubic. "Metrix will contribute considerably to our ability to streamline service
processes, increase operational efficiency, lower operating costs, improve field service response and resolution rates and improve productivity.”
In addition, using Metrix 4e, Cubic will be able to easily integrate Hewlett Packard’s OpenView into its central system. This will expand the ability to view records of all
support calls and service repairs on one unified system. With greater data access the company can quickly and cost-effectively analyze, respond to and solve issues. Cubic
will use the Metrix 4e IDM (intelligent device management) module to connect over the Internet to customer devices, providing remote monitoring and real-time alerts via the
Metrix software suite. Cubic’s 24/7 call center representatives can view a real-time information log for troubleshooting and problem resolution. Representatives can then send
the right technician with the right parts to the job, reducing service time in most cases to just one visit.
“Being customer-focused, responsive, and forward-thinking have always been core to our business,” explained Fred Valfer, director of customer service at Cubic. “With
Metrix we have built-in domain expertise, real-time connectivity, global technology and broad functionality to better meet our customers’ needs now and into the future.”
Cubic selected Metrix based on the company's domain expertise, global integration capabilities and implementation methodology. The system has already gone live in the
U.K. where Cubic Transportation Systems Limited, the UK transportation operations and subsidiary of Cubic Corporation, provides customer services for several projects
including Transport for London’s “Oyster” smart card system and the independent Train Operating Companies. Rollout of the Metrix suite, including Mobile Techlink,
HP OpenView integration and IDM capabilities, will take place in phases over the next year to support Cubic’s other customers around the globe.
"To effectively respond to customer needs and improve customer service in today’s connected business environment, leading edge companies are demanding real-time
mobile field service to raise the bar of their service organizations," said Harvey Shovers, vice president of sales and marketing at Metrix. "We look forward to
helping Cubic continue providing world-class service to their customers, driving ROI and improving operational productivity overall."
About the Company:
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
eProductServiceTM application 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 Ahold, Canon, Getronics, Motorola, Olympus America, Starbucks and Sysmex. The company, founded in 1980, is based in Waukesha, Wis. with
international offices in The Netherlands.
For more information on Metrix, Metrix products and client case studies, visit http://www.metrix.com
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