Moving to Real-Time Service Management

Amada Cutting Technologies taps Nexterna solution to improve service responsiveness

Omaha, NE — May 29, 2003 — Amada Cutting Technologies has tapped a services management solution from Nexterna in a bid to improve its service responsiveness.

The company, part of Amada Group, the world's largest machine tool manufacturer, sells and distributes bandsaw machines, bi-metal bandsaw blades and related parts to manufacturing facilities, steel service centers and other metal-related industries throughout North America.

In addition, the company provides installation, preventative maintenance inspection and onsite repair services to customers that purchase the Amada equipment, as well as to customers who use cutting equipment made by other manufacturers.

The company has elected to deploy Nexterna's Clearview solution, a Web-based field service management application that is integrated with GPS-based activity management and mobile communication systems.

According to the solution provider, Clearview delivers service management functionality while providing a view of customer assets, entitlements and service history. Nexterna said that the system enables management of the entire service cycle in a single application, combining back-office service management functionality and real-time field communication capabilities.

By deploying the solution, Amada is looking to improve service responsiveness by enabling its technicians to update customer work order information directly from the field. Using the solution's Web-based architecture, Amada is planning to provide both customers and distributors with secured, direct access to submit, update and track the status of work orders online.

"Nexterna Clearview provides real-time work order tracking that will enable us to reduce cycle time for processing service work orders and provide next-day service," said Jeff Hammer, national service manager for Amada. "This automated process will eliminate the current labor-intensive and time consuming manual and paper-based processes. In addition, the direct link from Clearview will eliminate duplicate data entry into our accounting system."

Another benefit to Amada is the automation of preventative maintenance (PM) scheduling with Clearview, according to Hammer. "In addition to automated PM scheduling, Nexterna also provided us with custom solutions to automate other business processes that are integral to our PM services," he added. "We gain the ability to shape and mold the system as our business changes."

Nexterna, formed in 1987, is a wholly owned subsidiary of Union Pacific Corp.