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Mobile Field Force Software to Improve Customer Service and Productivity of Mobile Field Service Group
Waukesha, Wis. (May 19, 2004) - Metrix, Inc. (www.metrix.com),
a global leader in field service management software, today announced that it has
added Konica Minolta as a mobile field service customer.
Konica Minolta Medical Imaging, located in New Jersey, is a leading
manufacturer / distributor of digital
and traditional imaging products for diagnostic use.
Konica Minolta will utilize Mobile Techlink®, a leading edge field force
automation solution that provides real-time direct connectivity between
hand-held communication devices and any
mix of enterprise applications, to automate and link their national mobile field
service and technical support operations. Mobile Techlink is available at all
times whether in a wireless or disconnected environment, which enables continuous
work even in offline mode. The mobile field service solution can integrate to
a variety of leading ERP, CRM and legacy vendors such as: Oracle, PeopleSoft,
SAP, and Siebel. Mobile Techlink also manages the data flow between field
service technicians and back-end systems to fully automate processes, thereby
eliminating manual work and improving productivity.
With Mobile Techlink,
Konica Minolta will be able to provide and gain more accurate and timely
information across the enterprise. Mobile Techlink will capture customer
information while providing real-time wireless or direct connectivity between
Konica Minolta's field force and service headquarters as well as the technical
support center.
It will also provide Konica Minolta with the ability to:
- View and accept service requests remotely,
- Record expenses related to service activity and integrate this information with other systems,
- Record diagnostic information from medical imaging equipment and track the information over time,
- Capture customer signatures,
- Exchange real-time information on service requests out to the field,
- as well as provide field technicians with shipping information, mapping and driving directions.
"We evaluated several companies that claimed to have field
service expertise as well as toolset companies that would
build a solution," said Cliff Hults, Manager of Service
Operations at Konica Minolta. "We chose Metrix because they
were the only company that had all of the capabilities we needed
and wanted as well as a proven track record of success."
Konica Minolta selected Metrix based on the company's
domain expertise, integration capabilities, proven implementation
methodology and rapid ROI. The implementation and training
are in progress.
"In an industry such as medical imaging, leading edge
service organizations understand that the key to
success is in providing proactive and efficient customer
service," said Harvey Shovers, vice president of sales
and marketing at Metrix. "Konica Minolta recognized the
need to select a mobile vendor that understands field
ervice, is experienced in this marketplace with many
references, as well as having a highly scalable, secure
and platform independent technology to integrate their
systems across the enterprise."
About Metrix:
For over 20 years, Metrix has delivered powerful software solutions to automate all facets
of service business for hundreds of clients. Our industry-leading back-office system, Metrix 4e,
incorporates functionality to address the needs of the call center, technical assistance center,
scheduling & dispatch, contracts & warranties, cost accrual & revenue billing, inventory management,
reverse logistics, and depot repair. Additionally, Metrix offers Web Portals for enabling
self-service, scheduling optimization, and the execution of eProductService™ transactions for
customers, field technicians, vendors, subcontractors, and third parties.
Our premier mobile solution for field service, Mobile Techlink®, delivers built-in domain expertise,
out-of-the-box use, robust field force automation functionality and flexible, commonly used technology,
to facilitate integration to leading ERP, CRM and legacy vendors such as: Oracle (including PeopleSoft & JDE),
SAP, Microsoft and Siebel Systems. Visit us at http://www.metrix.com.
About Konica Minolta:
Konica Minolta Medical Imaging U.S.A., Inc.
is a leading domestic manufacturer / distributor
of digital and traditional imaging products for
diagnostic use by hospitals, imaging centers,
clinics and private practice physicians. Leading
products include the Regius family of Computed
Radiography Systems, the DRYPRO family of laser
imagers and image networks, NetStar Image Management
Solutions, medical laser and specialty films and
film processing equipment.
For more information on
Konica Minolta Medical Imaging, visit http://medical.konicaminolta.us.
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"... had all of the capabilities we
needed and wanted as well as a proven
track record of success."
- Manager of Service Operations
Konica Minolta
"... have built-in domain expertise, real-time
connectivity, global technology and broad
functionality to better meet our customers'
needs now and into the future."
- Director of Customer Service
Cubic
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