RealTime IT News

MESA Suite Brings Customer Self-Service to the Enterprise

Metrix announced the MESA application suite which provides Support Desk, Field Service and Repair Center capabilities incorporating state-of-the-art Web technology.

The product gives enterprise service organizations powerful tools for improving customer satisfaction while increasing the ROI on customer support operations, according to the vendor.

Larry Laux, president and CEO of Metrix, said: "1997 was the year that the commercial viability of World Wide Web solutions was proven, and Metrix believes that customer service and support functions will greatly benefit from application of this technology. The Web enablement and advanced customization features of MESA will enable our customers to realize substantial service level and profitability improvements."

First off the line is the MESA Support Desk module which enables customers and business partners to enter service requests, query knowledge bases, perform status inquiries, and directly open Return Material Authorizations (RMAs) via the Web.

The module is designed in such a way that workflows are built around a dynamic business model, enabling a service enterprise to manage overall resources rather than individual tasks.

Configurable without programming, the MESA user interface can be easily customized to meet the needs of any individual or group of users in the organization. MESA is deployable on the Web as Java applets and is built on an n-tier, distributed object architecture.

MESA Support Desk is available now, although the full module with Web enhancement will not be available until May this year. The MESA Repair Center is scheduled for Q4 1998, and the Field Service module for Q2 1999. Prices range from $50,000 to $350,000 for one of the vendor's complete, integrated service management solutions.