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Metrix Announces the General Availability of eService Application Suite

Metrix 4e completes beta testing with Fortune 1000 clients

Waukesha, WI - October 16, 2000 - Metrix, Inc., the world's leading provider of ProductService CRMTM and eService solutions, announced the general availability of Metrix 4e, an eService application suite that enables web-based customer self-service. As with previous iterations of Metrix ProductService CRM solutions, Metrix 4e continues to fill the gap for product service in enterprise-wide CRM systems, offering 100-percent visibility of inventory, contracts, and field and repair center resources for superior and profitable service through cost reduction and enhanced customer loyalty.

Metrix 4e allows manufacturers to establish a virtual contact center consisting of three essential capabilities. First, it securely allows customers to log and view essential data. Second, it uses an automated workflow engine to delegate and assign tasks. Finally, it integrates with the Metrix 4e Knowledge Base powered by ServiceSoftTM to aid in the identification and resolution of problems. Since it is web-based, this virtual contact center is open 24x7, giving customers the convenience they demand and allowing for many service issues to be resolved with virtually no human intervention by the service supplier -- bringing dramatic cost reductions.

"What is significant about Metrix 4e is that in many instances, we can enable an eService system that can generate ROI in 90 days or less," said Doug Peters, vice president of e-Business for Metrix. "We have models based on data points provided by existing clients, and validated by analysts and consultants, that show significant cost reductions the first year - models which incidentally have been called conservative by some of our prospects."

The Metrix 4e eService application suite supports Metrix's clients' requirements in contact center, field service and repair center operations. It allows customers to log simple trouble tickets, RMAs (return material authorizations), parts orders, review of open orders, or any number of requests. Metrix 4e also employs extensible markup language (XML) to ensure cost-effective integration with legacy systems, ERP and other CRM solutions.

About Metrix, Inc.

Founded in 1980, Metrix, Inc. pioneered the service automation industry, and is today the leading worldwide provider of ProductService CRM™ solutions. Its web capabilities and integrated applications address all aspects of the product service chain for multi-divisional and multi-national companies performing on-site field service or repair center activities for high-tech and durable goods. Metrix's headquarters are located in Waukesha, Wisconsin, with additional offices in Atlanta, Boston, Chicago, Dallas and Phoenix. Its European headquarters are located in The Hague, the Netherlands: 31-(0)70-383-4114. The Prolog Group is an authorized Metrix distributor in the United Kingdom. Metrix can be reached at (800) 543-2130, (262) 717-6500 or at www.metrix.com.

Metrix, the Metrix logo, ProductService CRM and Techlink are trademarks or registered trademarks of Metrix, Inc. in the United States and other countries. All other trademarks or registered trademarks are the properties of their respective owners.