Metrix Unveils Application Suite for Service Organizations

An application suite for enterprise service organizations has been unveiled by Metrix (Waukesha, WI). The Mesa application suite includes Support Desk, Field Service and Repair Center modules designed to increase customer satisfaction and provide a ROI for customer service and support operations. Mesa users can enter service requests, query knowledge bases, perform status inquiries and directly open Return Material Authorizations using the Web. The integration of automated support desk, repair center and field service functions with customer self-service capabilities "is quickly becoming a requirement for a successful customer support application," said

Aberdeen Group (Boston) analyst Christopher Fletcher. The Support Desk module will be available this month, with a fully Web-enabled version coming out in May. Repair Center and Field Service modules will be released in Q4 '98 and Q2 '99, respectively. Prices range from $50,000 to $350,000 for enterprise service organizations in the $50­$500 million sales level.