Metrix announced the MESA
application suite which provides Support Desk, Field Service and Repair
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.