Milwaukee — January 9, 2007 — Metrix LLC, a global provider of service management and mobile field service software, announced that Topcon Medical Systems has selected the Metrix 4e product suite to automate its service operations.
Topcon Medical Systems, a manufacturer of ophthalmic equipment used in eye care, will utilize Metrix to automate two critical groups: customer support, and repair and production. The customer support team will use Metrix to troubleshoot incidents via an integrated knowledge management tool, track support calls and authorize repair returns. Topcon's repair and production group will use Metrix to automate the RMA process and track repairs made on returns. The Metrix software is also expected to allow Topcon to manage its client's warranties and promote service contracts to its customer base.
"We are excited about working with Metrix and feel their service management software will help us improve the service we provide to our customers while increasing our profitability," said Gene Borbone, vice president of operations for Topcon Medical Systems. "Metrix has proven experience implementing their software in the medical equipment industry, which will give us a faster and more cost-effective implementation, and we can leverage Metrix's industry-specific service management functionality to help optimize our business process."
Larry Laux, president and CEO of Metrix, added, "Medical equipment and technology companies such as Topcon require in-depth functionally and the ability to track and maintain critical records within their service management system. Metrix's functionally, especially as it relates to tracking critical records, made our relationship with Topcon an excellent fit."
Topcon will deploy multiple Metrix 4e modules, including: Contact Center, Knowledge Management, Contracts and Warranties, and Repair Center. Metrix portal technology will allow Topcon customers and partners access to the system enabling them to "help themselves" if desired.
Additional Articles of Interest
- — For more information on solutions for the service and support chain, see the articles "In the Field and All Grown Up," the Net Best Thing column in the June/July 2002 issue of iSource Business (now Supply & Demand Chain Executive), and "Time to Prove It," the Net Best Thing column in the April/May 2003 issue of the magazine.
— For best practices in service parts management, see the SDCExec.com article "Three Keys to Successful Service Parts Management."