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Service Management Suite Reduces Response Time, Shortens Time-to-Resolution and
Improves Customer Service Waukesha, Wis. - September 28, 2005 - Metrix,
Inc. (www.metrix.com), a global leader in
service operations management and mobile service software, that it has expanded
its customer base to include Northwest Pump & Equipment Co., Portland, OR.
Northwest Pump & Equipment is a national leader in the sales and service of
equipment for the retail and commercial fueling industries. The company’s
products include industry leading mechanical and electronic systems that
contribute to the operations and management of commercial and industrial
enterprises. Northwest Pump also offers a full line of product and service
options to serve the carwash industry. In addition, Northwest Pump distributes
pumps, turbines and ancillary products to meet the needs of a wide range of
industrial applications.
Northwest Pump has selected Metrix 4e to provide a comprehensive suite of
service management capabilities including: field service, contact center,
contracts and warranties management, inventory and logistics, parts management,
and self-service. Northwest Pump will use Metrix 4e to reduce response times,
shorten time-to-resolution and improve technician utilization, with the
ultimate goal of improving customer satisfaction. The Metrix solution will be
deployed by the end of the year.
“We were looking for a proven solution and true business partner with a wealth
of service experience and the demonstrated ability to deliver,” said Bob
Mathews, vice president of Northwest Pump. “The Metrix solution met the full
range of our service management needs and will be instrumental in taking our
service business to even higher levels of productivity, customer service and
satisfaction.”
Northwest Pump will use Metrix 4e to automate the company’s service operations.
By converting from paper-based processes to full automation, Northwest Pump
will significantly reduce paperwork, improve data accuracy, and enhance worker
productivity. With Metrix 4e, Northwest Pump gains instant visibility into its
customers, contact center, parts and field service operations. Utilizing Metrix
4e, Northwest Pump can quickly and effectively analyze, respond to, and resolve
service issues to optimize the quality and efficiency of its service
operations.
To extend the solution across the enterprise, Northwest Pump will utilize
Metrix Connect Service Portals to provide access and timely information sharing
to customers, field technicians and vendors. Northwest Pump also plans to
integrate the Metrix solution with other enterprise systems including
distribution and financial systems.
“The standard for best practices service management has gone well beyond
cutting costs. Industry leaders like Northwest Pump understand that the
customer is at the heart of every transaction,” said Tom DeVroy, vice president
of sales at Metrix. “Northwest Pump focuses on improving the service experience
and providing quality work to their customers. We are excited to help Northwest
Pump continue delivering superior service to their customers."
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 Northwest Pump:
Northwest Pump & Equipment is a national leader in the sales and service of
equipment for the retail and commercial fueling industries. The company’s
products include industry leading mechanical and electronic systems that
contribute to the operations and management of commercial and industrial
enterprises. Northwest Pump also offers a full line of product and service
options to serve the carwash industry. In addition, Northwest Pump distributes
pumps, turbines and ancillary products to meet the needs of a wide range of
industrial applications.
For more information about Northwest Pump, visit http://www.nwpump.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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