Metrix Launches New Version of Mobile Techlink® Field Service Management Software
Olympus Selects Mobile Techlink to automate their mobile field service management operations.
WAUKESHA, Wis. (Wednesday, September 28, 2005) – Metrix, Inc. (www.metrix.com), a global leader in service operations management and mobile service software, today announced the delivery of the newest version of its premier mobile field service solution, Mobile Techlink®. Leveraging 10 years of mobile service expertise, Mobile Techlink 2.0 is the latest version of the groundbreaking software that provides field technicians with real-time, direct access to their assigned work, allows wirelessly connected or off line operation, and permits rapid call closure from field devices.
Metrix has over 25 years of service enterprise, and field automation experience helping global field service operations become more productive while delivering bottom line benefits. As a result, Mobile Techlink has been designed from the ground up for the rigorous demands of field service organizations in a variety of industries. By thoroughly understanding the specific business processes and unique work environments of service organizations, Metrix is able to provide comprehensive mobile solutions that maximize operational efficiency and profitability, provide maximum implementation flexibility, increase customer satisfaction, and improve competitive advantage.
The MobileTechlink 2.0 architecture is dependent upon popular Microsoft technologies include VB.Net, Windows CE, Windows Client and Server platforms. XML is the foundation technology for Metrix MobileMessaging®. The entire platform is extensible in use by providing connectivity workflow and transactional synchronization with any CRM, ERP, SCM and other back-end system, including JD Edwards, Baan, Oracle and SAP products as well as Siebel, Infor and other CRM, DRP, and ERP systems.
MobileTechlink® combines best practices in field service and field force automation with industry-leading technology and connectivity capabilities to provide a “best in class” mobile application, not just a tool. Mobile Techlink supports any handheld or wireless device that support Windows CE or Windows client operating environments.
"After closely reviewing the solution, we chose Metrix because it has the right technology and expertise to help us meet our objectives," said Robert Heiler, director of systems development at Olympus. "Customer service is the backbone of our organization, and Metrix will continue to help us streamline efficiency within our workforce to serve our customers better. MobileTechlink will provide an opportunity for streamlined services operations, greater productivity, improved customer service and reduced overall costs."
“MobileTechlink will enable Olympus to manage our mobile field service operations more efficiently, while providing technology to our field service professionals that improves the service experience for the end customer,” said Heiler.
MobileTechlink enables users to receive and send time-sensitive data needed to complete critical activities. Data delivery is guaranteed, and messages are automatically prioritized. If the wireless connection is broken, MobileTechlink automatically queues unsent messages to be sent as soon as the connection is restored.
The Mobile Workflow feature enables Mobile Techlink users to define end-to-end mobile processes and manage the data flow between mobile workers and back end systems to fully automate processes, eliminate manual work and increase ROI.
“Providing field technicians the ability to work in both a wireless and disconnected environment, with a solution specifically written for a field force’s daily activity, is something our customers and we see as critical to operating in a real-time environment,” noted Metrix president Larry Laux. “Combined with Metrix capabilities for field service, return service, call center service and self-service, we provide the critical components necessary to achieve optimal service results.”
Olympus Selects Mobile Techlink
Olympus has selected and is live on the release of MobileTechlink. “This initial implementation of MobileTechlink 2.0 is progressing well”, noted Bob Heiler. The new system replaces first generation systems. The project includes wide-area wireless communication and a workforce automation solution that gives the company greater visibility into its field operations.
“Metrix took the time to understand our specific needs for mobile field service management, and delivered what we expected in a very aggressive timeline,” continued Heiler.
The Metrix solution provides a schedule to the technicians. Technicians send an acknowledgement when they are en route, and are able to look up service histories, log parts use, capture a signature and produce receipts for the customer. All transactions are time stamped.
The Metrix system captures parts replenishment data as well. Technicians can either pick up parts at the service branch, designated drop-off points, or receive them via courier.
Olympus will be able to maintain connection via wireless access in the truck, and technicians can work offline when unable to be in range for coverage such as in a hospital or basement environment.
Dispatch has a full view of where the technicians are, and can shuffle work orders on the fly when technicians are delayed. (The Metrix solution issues color-coded alerts when a service call time is in danger of being missed.) Mobile Techlink will also provide Olympus with electronic dispatching, mobile dispatching capabilities, notifications and alerts, and inventory and parts visibility.
The Metrix solution will be rolled out this year across 3 business units and 265 - 300 technicians, but there is more work ahead. Olympus also plans to integrate the Metrix solution with other enterprise systems including ERP, CRM and financial systems.
About Olympus:
Olympus is a precision technology leader, designing and delivering innovative solutions in healthcare and consumer electronics worldwide.
Olympus works collaboratively with its customers and its parent company, Tokyo-based Olympus Corporation, to leverage R&D investment in precision technology and manufacturing processes across diverse business lines. These include:
- Gastrointestinal endoscopes, accessories, and minimally invasive surgical products;
- Advanced clinical and research microscopes;
- Lab automation systems, chemistry-immuno and blood bank analyzers and reagents; and
- Digital and film cameras, and digital voice recorders.
In the U. S. and Canada, Olympus serves healthcare, scientific and commercial laboratory markets with integrated product solutions and financial, educational and consulting services that help customers efficiently, reliably, safely, and easily achieve superior results. Olympus is the leader in gastrointestinal endoscopy and clinical and educational microscopes. The company’s market-leading consumer electronics business spans North and South America. For more information, visit http://www.olympusamerica.com.
About Metrix:
At Metrix, "Automating your service is our business." Since 1982, Metrix has been known for delivering powerful software solutions to automate all facets of service business for our many 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.
Our software’s configurable workflow technology enables rapid, yet tailored implementations. Metrix systems are built using open standards (e.g., XML), which facilitate integration to your enterprise financial systems and other business applications. The Metrix Internet front end is easy to use and learn. Additionally, Metrix offers Web Portals for enabling self-service scheduling optimization, and the execution of 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.
Metrix service solutions are used by some of the world's most progressive companies across many industries to automate field force operations, streamline service processes, improve customer service and increase customer satisfaction, including Canon, Cubic, Getronics, Konica Minolta, Motorola, Olympus America and Xerox. The company, founded in 1980, is based in Waukesha, WI with international offices in The Netherlands.
For more information on Metrix & Mobile Techlink, visit http://www.metrix.com & http://www.mobiletechlink.com. Or, click here and contact us today or call us at 800-543-2130.