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Ericsson Chooses Metrix Solution As Partner for Global Showcase for Repair Centers Ericsson's Dallas Operation Demonstrates Metrix Service Software Solutions as an Instrument to Achieve Critical Business Objectives Waukesha, WI - May 19, 1999 - Metrix, Inc., the dominant best-in-class provider of software solutions designed specifically to automate the service chain, today announced that Ericsson has chosen the Metrix solution as part of a global showcase at their Dallas repair center operation. Ericsson has selected the Metrix solution to provide the common systems platform it needs to support the planned implementation of a new global hardware services organization. Ericsson's Dallas showcase has been operational since April 1998 and has been crucial in providing a reference site for the rest of Ericsson to prove the benefits of the Metrix solution. The Dallas operation is the single repair center for the entire U.S., handling all Ericsson products except mobile telephone handsets. The Dallas facility is forecast to receive approximately 55,000 units this year and repair 85 percent of them in-house. "Ericsson chose the Metrix solution because it gives us a window into the repair center through which we can track and monitor the processes in real time. For the first time, we can calculate accurate costings and time-analyses of repair functions," said David Houser, director of business operations for Ericsson. "The results have been impressive, and customer service has quickly improved." Representatives from Ericsson repair and logistics centers around the world have been able to visit Dallas to see first hand what the software can do. In January, Ericsson reported that within one month after implementing the Metrix solution, Ericsson's average repair time went from 21 days to 10 days, and turnaround rates for units repaired in-house increased from 80 percent to nearly 100 percent. These dramatic results have been sustained since the changeover. Ericsson also reported that the Metrix solution has improved traceability of products as well as monitoring of third-party repairers' performance (Ericsson Business Units or independent subcontractors). The Metrix solution enabled Ericsson to create and call up customized reports to monitor, measure and improve products and services. According to Houser, the Metrix solution has even improved staff morale. "Metrix is excited to have this opportunity to work with Ericsson to showcase our global solution and help Ericsson further strengthen their best-practice operations," said Kent Lane, vice president of professional services for Metrix. "In addition, as a member of the Metrix Customer Advisory Group, Ericsson is a valuable contributor to the direction of the Metrix product." The second phase of the Metrix solution in Dallas will extend the benefits of the system, such as direct Web access. It will also involve taking on more responsibility for systems support across the entire Americas region, including Brazil, Mexico, Argentina and Canada. Outside of the Americas, Ericsson is currently busy implementing the Metrix solution in Europe, and will shortly start to implement Metrix for its Asia/Pacific region as well. About Metrix, Inc. Founded in 1980, Metrix, Inc. pioneered the service automation industry, and is today the leading worldwide provider of service automation and management software. Its integrated applications address all aspects of the service chain, specializing in automating field service and repair center operations. Year 2000 compliant, Metrix applications are available in six different languages. Metrix headquarters are located in Waukesha, Wisconsin, with additional offices in Atlanta, Boston, Chicago, Dallas, New York, Phoenix, San Jose, and Ottawa, Ontario, Canada. Its European headquarters are located in The Hague, Netherlands, and a distribution center in the United Kingdom. Metrix can be reached at (800) 543-2130, (262) 717-6500 or at www.metrix.com About Ericsson Ericsson is the leading provider in the new telecoms world, with communications solutions that combine telecom and datacom technologies with freedom of mobility for the user. With more than 100,000 employees in 140countries, Ericsson simplifies communications for its customers - network operators, service providers, enterprises and consumers - the world over. 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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