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Videojet Installs Metrix 4e ProductService CRM™ Software for Field Service Management Waukesha, Wis. - December 6, 1999 - Metrix, Inc. announces the installation of its premier ProductService CRM™ product, Metrix 4e, at Videojet Systems International, Inc. Videojet, a world leader in inkjet printing and fluids technology, high speed imaging addressing and mailing equipment, in-graphic control systems and postal coding systems, is using the software to manage its complex field service operation. "We needed software that could ensure that our field service staff was dispatched effectively and with the knowledge to efficiently satisfy customer support requirements," says Mike Hansen, Director of Information Systems at Videojet. "We also wanted our product service software to leverage the investment we've made in Oracle (ORCL) ERP applications. Partnering with Metrix was the best solution." Metrix 4e offers superior visibility and control over inventory, contracts and resources. Filling the gap for product service within enterprise-wide CRM, it combines deep functionality and the power of the Internet with a component-based N-tier architecture for 100 percent inventory visibility, real-time tracking and superior service. Metrix 4e features 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. With the largest installed base in its industry, Videojet's field service force consists of 200 people who work through more than 250 distributors to serve an installed base of over 20,000 sites in 135 countries. Metrix 4e allows Videojet to track personnel and jobs, as well as truck stock and contract status - giving headquarters greater insight into its field service operations. Customization key to functionality The ability to customize Metrix 4e to meet Videojet's business practices is a primary reason the company chose it, in addition to meeting Videojet's aggressive three month installation timeframe, according to Mikhail Umansky, Information Systems Engineer at Videojet. "Because we defined the rules that the system uses, those rules match our processes exactly," he says. "The screens are also very configurable. Our dispatchers like that the screens have what they want to see where they want to see it," adds Rose DeStefano, Senior Systems Analyst on the project. "Videojet's use of Metrix 4e takes advantage of the product's strength in managing field service operations," says Larry Laux, Metrix President and CEO. "Better management of field service operations leads to increased service revenue opportunity." He adds, "Metrix 4e also offers a robust repair center component that provides visibility and work flow management for all products in a repair center, whether they are to be repaired and returned, remanufactured, or advance replaced. Together with its field service component, Metrix 4e can be configured to meet virtually every product service challenge that a company has." About Videojet Systems International, Inc. With headquarters in Wood Dale, Il., Videojet ink jet printing and laser coding equipment and supplies are marketed in more than 135 countries through nine subsidiaries/direct sales organizations located in Canada, France, Germany, Ireland, Japan, The Netherlands, Singapore, Spain and the United Kingdom. Direct sales and service operations are provided throughout the United States, with an additional network of over 250 Videojet distributors and OEMs worldwide. 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. P© 1999 METRIX, Inc. All rights reserved. All product and company names are trademarks or registered trademarks of their respective owners. |
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