Since it is web-based, this virtual contact center is open 24x7, giving customers the convenience they demand. It resolves many service issues with virtually no human intervention -- bringing dramatic cost reductions.

Customers can enter problems whenever they want. The system can email confirmation of receipt of the request and status updates per the manufacturer's business rules. A field service engineer (FSE) may be assigned to resolve the problem per contract entitlements, parts may be ordered, the customer invoiced, warranties enforced and payment received with no human intervention other than the FSE taking action and recording the steps taken.

"When compared to the same chain of events without a viable web-based application, one can immediately see the cost reductions," Laux says.

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.

N-tier architecture fundamental for functional, cost-effective web interface Metrix 4e, the predecessor to Metrix 4e, was developed using an n-tier component-based architecture. An understanding of this architecture illustrates the underlying strength on which Metrix 4e is built, and its competitive advantage over so-called "web-enabled" solutions.

Before the advent of today's powerful servers and object interaction protocols such as CORBA and DCOM, application service providers (ASPs) built their applications on a two-tier architecture. The databases for these applications reside on the host server, while the business logic and user interfaces reside on each individual desktop PC used to access the application -- hence the term, "fat client."

This keeps the demands on the server relatively low, and leverages the power of desktop PCs. But, it also necessitates that large amounts of data move over vast networks as fat clients access information. And, it makes upgrading an unwieldy task. If 500 companies with an average of 200 licensed seats use a two-tier system, the vendor would have to upgrade 100,000 PCs to make its entire installed base current.

Metrix addressed this growing problem with the development of Metrix 4e. Metrix 4e is built on an n-tier component-based architecture. Using this model, the database resides on a host server, while business logic objects reside on other servers in the same physical proximity as the database. Users' PCs only house the user interface. Essentially, this model is the same architecture as the Internet: users deploy an interface, or browser, to access components and data all housed on servers. This eliminates the need for vast amounts of raw data to move over networks, and makes upgrading a less complex logistical task. Most importantly, it makes the addition of web functionality a more realistic and attainable goal.

"By committing to an n-tier architecture with Metrix 4e, we made it significantly more simple and effective to fold in web-based functionality with the introduction of Metrix 4e," says Rick Warczak, VP of product development, Metrix. "Many ASPs offer 'web-enabled' solutions based on the same antiquated two-tier architecture deployed in previous releases of their applications. This approach offers limited functionality, and can create more problems than it solves."

A web-enabled environment built on a two-tier architecture often requires frequent human intervention to download and refresh data into the live database. Thus, customers gain the access they've requested, but it may create a new and significant cost center for a service organization. Conversely, a true web-based, n-tier solution like Metrix 4e allows users to access a true, live database, using the same business objects and logic components. This allows companies and their clients to work from the same live database at all times, with no human intervention or limitations from batch processing.

About ProductService CRM and Metrix, Inc.
ProductService CRM solutions from Metrix are specifically designed to fill the gap for product service in enterprise-wide ERP and CRM systems, combining deep functionality and the power of the Internet with an n-tier component-based architecture for 100-percent inventory visibility, real-time tracking and superior service. Key features of ProductService CRM solutions include configurable web self-service, mobile database synchronization, a configurable schedule board, and global repair center functionality. It enables automated contract renewals, advance replace, reverse logistics, and accelerated rollout of integrated web strategies. ProductService CRM solutions also offer highly customizable workflow features.

About Metrix, Inc.

Founded in 1980, Metrix, Inc. pioneered the service automation industry and is today the leading worldwide provider of ProductService CRM™ and eService 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.

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