New Metrix Software Increases Call Center Productivity

Metrix, LLC , the field service software company, is proud to announce the availability of its latest service automation software release, Metrix 5.3, with enhanced features that help companies increase call center productivity and service business profitability.

One key new feature in Metrix 5.3, the Call Center Wizard, increases ease and consistency of data capture on incoming service requests through intelligent question and answer. This step-by-step guide helps service agents capture caller details, select the right parts, schedule appointments and collect payments up front.

“Metrix customers spearheaded this product release and already implemented many of these enhancements with significant payback,” said Tom Bowe, VP Engineering of Metrix. “For example, the ability to process a credit card immediately after booking an appointment has improved customer cash flow and reduced the number of reschedules.”

The new release of Metrix Service offers a variety of additional features, including:

  • Repair Board – enhanced drag-and-drop repair scheduling and repair tag tracking
  • Quote Wizard – provides real-time quotes for time and materials work
  • Real-Time Dispatch – GPS location mapping and dispatch of closest technician
  • Escalations Queue – for rapid issue resolution and approvals
  • Technician & Repair Analytics – real-time dashboard of key performance indicators
  • Ad Hoc Reporting – an easy-to-use wizard for creation of reports on-the-fly
  • Roster Management – resource planning and shift scheduling for field workforce

“The deployment of Metrix 5.3 opened the door for us to build more robust business intelligence tools,” said one customer in the technology services field. “The new graphical elements, combined with intelligent Q&A and automated report generation, strengthened our ability to meet service level agreements and deliver information that is both intuitive and predictive.”

About Metrix

Metrix creates full suite software applications for field service, scheduling, warranty management, reverse logistics and mobile solutions and is available as an enterprise or cloud-based platform. Metrix software delivers competitive advantage to its clients by helping increase customer satisfaction, service response times, real-time warranty management, customer support, and overall service center profitability. Because Metrix has over 30 years of experience, innovative companies with critical service requirements like Ingenico, Olympus, Cubic, Ericsson and IMAX, count on Metrix to automate their complex service processes. From total end-to-end service management solutions to individual components, Metrix has the right application for virtually any sized service automation requirement. For more information, visit http://www.metrix.com.