Metrix Resources Library

Product Datasheets

All the information you need on Metrix's service management solution and modules.

Webinars

Using Advanced Service Software To Connect With Your Customers
Webinar recording available

Get a look behind the scenes at the software the service world is talking about!

Metrix set the standard for field service automation software with Metrix 5 (M5) and we’re proud to introduce our newest version! In this quick, 25-minute web tour you’ll see the powerful features of Metrix Service, including the newest capabilities, and have an opportunity to dive deeper into the product with individualized demos.

10 Ways to Boost Your Mobile Workforce Performance
Webinar recording available
Field service organizations face more challenges in 2011 than ever before in balancing customer demand for faster resolution times and rising operational costs. As a service leader, you need clear, actionable advice on how to make your mobile workforce more efficient in getting the right technician to the right place at the right time with the right parts. In this webinar, we will show you a variety of techniques to maximize your service productivity, including how to:

• Gain real-time visibility into your field workforce
• Increase the number of service orders completed per day
• Enhance scheduling and routing with web-based maps
• Improve billing cycle time and billing accuracy
• Find and assign the closest technician using GPS

Automating Your Service Business in the Cloud
Webinar recording available
Trying to automate your field service process? Want to eliminate paperwork that comes with supporting 20+ service technicians in the field? Download this webinar recording to learn how to take your service to the next level with Metrix OnDemand, service management software in the cloud!

Case Studies

Metrix helps Cubic keep Oyster moving
Case study in Rail Technology Magazine about how Metrix service management software integrated call handling, field service, and repair center logistics, giving Oyster the flexibility to cope with changing demands within the industry.

Mission-Critical Field Service: Motorola Canada Case Study
In order to support a new contract, Motorola Canada needed a fully loaded field service automation solution, and they needed it fast. To meet their needs, they chose Metrix OnDemand, Metrix’s SaaS solution, for its combination of superior functionality and configurability

Don't Tolerate Field Service Inefficiencies: Makino Milling Machine Case Study
As the company expanded, their old service management application couldn’t grow with them, causing scheduling bottlenecks and a lot of duplication of entry – costing Makino approximately $250,000 a year. Makino implemented service management software to help streamline their processes.

Polishing the System: Cubic Transportation Systems Case Study
Oyster, the integrated ticketing system run by the Transport of London, facilitates over 7.6 million journeys per day. Central to the success of Oyster is the upkeep of its infrastructure, handled by Cubic Transportation Systems. Learn how Cubic standardized the repair process, increased visibility for all parties, and was able to increase the number of contracts without increasing headcount, directly impacting the bottom line.

White Papers

Warranty & Contract Management 2011: Intersection of Revenue Creation and Customer Service
Top service organizations have found that warranties and service contracts can be a successful method of driving increased revenue streams. Combined, existing and new service contracts and warranties make up approximately 53% of overall service revenues, indicating the importance of these revenue streams for the service organization. Download this report to learn how your organization can capitalize on Aberdeen's newest research in the contracts and warranties space.

Field Service 2011: Mobility & the Extension of the Service Enterprise
Business leaders in service, IT or otherwise, cannot ignore the importance or impact of mobility on their service operations. Those leaders that are successful fully fathom the opportunity provided by mobile tools and applications, and treat mobility as an extension of their IT and business strategy, requiring buy in and collaboration from all parties involved. Download this free report to learn how maximize your mobile field service investment.

Field Service 2011: Key Trends in Workforce Management
Service leaders have recently indicated that field service is the top area of improvement for their service organizations and a major priority in 2011. Aberdeen Group surveyed over 300 of these service professionals over the last two months and defined the attributes that make up best-in-class companies. Download this free report to learn more about their findings.

State of Service Management 2011: Achieving Connectivity and Growing Revenue
Aberdeen's newest findings show that best-in-class service organizations, by connecting service across the entire company, hold a significant advantage in customer retention and service revenue. This report captures the survey results of over 240 service professionals, uncovering service management industry trends and attributes of the best and worst performing organizations.

Mobility in Service 2010
Strategies, best practices and solution technologies used by those best-in-class companies that have achieved exceptional results. Download the full whitepaper, or the key highlights.

Mobility in Today’s Service Organization
Expert mobile field service is about empowering the mobile worker to perform at the highest level without being hindered by needless paperwork and travel. Firms that are successful at this have saved over $500,000 in service costs and enjoy and 81% first-time fix rate. Download this report to learn how they achieved those results.

State of Service Management: Forecast for 2010
In this report, Aberdeen reveals new patterns and trends, and identifies the management strategies, best practices and solution technologies used by best-in-class companies to attain the highest performance level in customer satisfaction, customer retention, annual service profit margin, and annual change in workforce productivity.

Field Service Scheduling and Routing: A Guide to Service Delivery Excellence
This benchmark report states that companies who have streamlined their scheduling are getting the benefit of a 17% increase in technician productivity and an 86% rate in meeting promised response times. Download this report to learn the key strategies for getting the most out of your field workforce, and the steps these companies took to achieve an average ROI of over $500,000.

Foraging the Warranty Chain
Despite progress made against key warranty chain improvement initiatives, companies still wrestle with post-sale customer satisfaction issues and escalating warranty costs. Download this report to learn how companies have reduced warranty costs by 13%.

Driving Service Revenue
This benchmark report by the Aberdeen Group states that for Best-in-class companies, 28% of overall corporate revenue comes from the service operations. In addition, in the past two years, these firms have experienced a 92% rate of SLA compliance and a 76% increase in customer retention. Learn the processes, knowledge and technology that enable these companies to deliver superior service.

Making Money via Mobile Field Services
Aberdeen’s research shows that field service organizations must deal with increasing customer demand for faster service resolution and escalating costs as top market pressures. Learn how Best-in-class organizations are leveraging automation and mobile solutions to improve workforce productivity.

Industry Best Practices in Reverse Logistics: Benchmarking the Success Strategies of Top Industry Performers
With reverse logistics accounting for nearly 1% of the total U.S. gross domestic product, it is not surprising that this process is quickly emerging as an integral component in leading service organizations’ competitive positions. This study examines the specific challenges each industry faces and the best-in-class strategies they are prioritizing for success.

Winning with Integrated Warranty Management: Managing the Pulse of Product Quality and Performance
Warranty management is often typified by a fragmented “chain” of events. Recognizing the untapped opportunities for efficiency gains, revenue recapture, and improved customer satisfaction within the warranty chain, learn what steps best-in-class companies and their service network partners are taking to gain greater visibility into and control of their warranty chain processes and performance.