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Mobile Field Force Software to Improve Customer Service and Productivity of
Mobile Field Service Group Waukesha, Wis. (Wednesday, September 28,
2005) - Metrix, Inc. (www.metrix.com), a
global leader in service operations management and mobile service software,
today announced the delivery of the newest version of its premier mobile field
service solution, Mobile Techlink®. Leveraging 10 years of mobile service
expertise, Mobile Techlink 2.0 is the latest version of the groundbreaking
software that provides field technicians with real-time, direct access to their
assigned work, allows wirelessly connected or off line operation, and permits
rapid call closure from field devices.
‘We originally implemented the Metrix Techlink product as a first generation
field automation application. This latest generation of wireless mobile
applications provides better synchronization with our back office systems,
works wirelessly or over wire based networks, and keeps our mobile field
engineers in touch with the back office. We had a short timeframe, and asked
Metrix to offer their product on Windows based laptops, and they responded’,
noted Bob Heiler, director of information technology, Olympus America Inc.
Olympus America Inc. is utilizing Mobile Techlink to
automate and link their national mobile field service and technical support
operations. Mobile Techlink is available for use at all times whether in a
connected wireless or disconnected environment. This enables continuous work
even in offline mode. The mobile field service solution can integrate to a
variety of leading ERP, CRM and legacy vendors. Olympus is a user of the Metrix
integrated suite of service management applications, and uses JD Edwards for
financial accounting. 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, Olympus America Inc. is 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 Olympus ’ field force and service headquarters as well as
the technical support center. It will also provide Olympus America Inc. with
the ability to:
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View and accept service requests remotely,
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Record expenses related to service activity and integrate this information with
other systems,
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Record diagnostic information from medical equipment and track the information
over time,
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Record parts used as well as parts needed to complete a service request,
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Exchange real-time information on service requests out to the field,
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as well as provide field technicians with shipping information, mapping and
driving directions.
"We evaluated our options and felt that Metrix could deliver against our
requirements and meet our project deadlines,” said Heiler "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.”
Metrix has over 25 years of service enterprise, and field automation experience
helping global field service operations become more productive while delivering
bottom line benefits. As a result, Mobile Techlink has been designed from the
ground up for the rigorous demands of field service organizations in a variety
of industries. By thoroughly understanding the specific business processes and
unique work environments of service organizations, Metrix is able to provide
comprehensive mobile solutions that maximize operational efficiency and
profitability, provide maximum implementation flexibility, increase customer
satisfaction, and improve competitive advantage.
The MobileTechlink 2.0 architecture is dependent upon popular Microsoft
technologies include VB.Net, Windows CE, Windows Client and Server platforms.
XML is the foundation technology for Metrix MobileMessaging®. The entire
platform is extensible in use by providing connectivity workflow and
transactional synchronization with any CRM, ERP, SCM and other back-end system,
including JD Edwards, Baan, Oracle and SAP products as well as Siebel, Infor
and other CRM, DRP, and ERP systems.
MobileTechlink® combines best practices in field service and field force
automation with industry-leading technology and connectivity capabilities to
provide a “best in class” mobile application, not just a tool. Mobile Techlink
supports any handheld or wireless device that support Windows CE or Windows
client operating environments.
"After closely reviewing the solution, we chose Metrix because it has the right
technology and expertise to help us meet our objectives," said Heiler. "Customer service is the backbone of our
organization, and Metrix will continue to help us streamline efficiency within
our workforce to serve our customers better. MobileTechlink will provide an
opportunity for streamlined services operations, greater productivity, improved
customer service and reduced overall costs."
"MobileTechlink will enable Olympus to manage our mobile field service
operations more efficiently, while providing technology to our field service
professionals that improves the service experience for the end customer," said
Heiler.
MobileTechlink enables users to receive and send time-sensitive data needed to
complete critical activities. Data delivery is guaranteed, and messages are
automatically prioritized. If the wireless connection is broken, MobileTechlink
automatically queues unsent messages to be sent as soon as the connection is
restored.
The Mobile Workflow feature enables Mobile Techlink users to define end-to-end
mobile processes and manage the data flow between mobile workers and back end
systems to fully automate processes, eliminate manual work and increase ROI.
“Providing field technicians the ability to work in both a wireless and
disconnected environment, with a solution specifically written for a field
force’s daily activity, is something our customers and we see as critical to
operating in a real-time environment,” noted Metrix president Larry Laux.
“Combined with Metrix capabilities for field service, return service, call
center service and self-service, we provide the critical components necessary
to achieve optimal service results.”
Olympus Selects Mobile Techlink
Olympus has selected and is live on the release of MobileTechlink. “This initial implementation of MobileTechlink 2.0 is progressing well”, noted Heiler. The new system replaces
first generation systems. The project includs wide-area
wireless communication and a workforce automation solution that gives the
company greater visibility into its field operations.
"Metrix took the time to understand our specific needs for mobile field service
management, and delivered what we expected in a very aggressive timeline, “
continued Heiler.
The Metrix solution provides a schedule to the technicians. Technicians send an
acknowledgement when they are en route, and are able to look up service
histories, log parts use, capture a signature and produce receipts for the
customer. All transactions are time stamped.
The Metrix system captures parts replenishment data as well. Technicians can
either pick up parts at the service branch, designated drop-off points, or
receive them via courier.
Olympus will be able to maintain connection via wireless access in the truck,
and technicians can work offline when unable to be in range for coverage such
as in a hospital or basement environment.
Dispatch has a full view of where the technicians are, and can shuffle work
orders on the fly when technicians are delayed. (The Metrix solution issues
color-coded alerts when a service call time is in danger of being missed.)
Mobile Techlink will also provide Olympus with electronic dispatching, mobile
dispatching capabilities, notifications and alerts, and inventory and parts
visibility.
The Metrix solution will be rolled out this year across 3 business units and
265 - 300 technicians, but there is more work ahead. Olympus also plans to integrate
the Metrix solution with other enterprise systems including ERP, CRM and
financial systems.
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 Olympus:
Olympus is a precision technology leader, designing and delivering innovative
solutions in healthcare and consumer electronics worldwide.
Olympus works collaboratively with its customers and its parent company,
Tokyo-based Olympus Corporation, to leverage R&D investment in precision
technology and manufacturing processes across diverse business lines. These
include:
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Gastrointestinal endoscopes, accessories, and minimally invasive surgical
products;
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Advanced clinical and research microscopes;
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Lab automation systems, chemistry-immuno and blood bank analyzers and reagents;
and
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Digital and film cameras, and digital voice recorders.
In the U. S. and Canada, Olympus serves healthcare, scientific and commercial
laboratory markets with integrated product solutions and financial, educational
and consulting services that help customers efficiently, reliably, safely, and
easily achieve superior results. Olympus is the leader in gastrointestinal
endoscopy and clinical and educational microscopes. The company's
market-leading consumer electronics business spans North and South America. For
more information, visit http://www.olympusamerica.com
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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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