Customers are increasingly demanding 24x7 access to service organizations. They want to request and track the progress of service at their own convenience. Without a viable web strategy to accomplish this goal, manufacturers must either fail to meet customer expectations, or face burgeoning costs. Metrix 4e provides the tools to implement that crucial web strategy. Since it is web-based, this virtual contact center is open 24x7, giving customers the convenience they demand.
Customers can enter problems whenever they want.
The system can email confirmation of receipt of the request and status updates per the manufacturer s business rules. When compared to the same chain of events without a viable web-based application, one can immediately see the cost reductions, Laux says. The Metrix 4e e-Service application suite supports Metrix s clients requirements in contact center, field service and repair center operations. This keeps the demands on the server relatively low and leverages the power of desktop PCs. But, it also necessitates that large amounts of data move over vast networks as fat clients access information.