Northwest Pump Selects Metrix for Enterprise Service Management Software

Metrix, Inc. (http://www.metrix.com), a global leader in enterprise service management software, today announced that it has expanded its customer base to include Northwest Pump & Equipment Co., Portland, OR.

Northwest Pump & Equipment is a national leader in the sales and service of equipment for the retail and commercial fueling industries. The company’s products include industry leading mechanical and electronic systems that contribute to the operations and management of commercial and industrial enterprises. Northwest Pump also offers a full line of product and service options to serve the carwash industry. In addition, Northwest Pump distributes pumps, turbines and ancillary products to meet the needs of a wide range of industrial applications.

Northwest Pump has selected Metrix 4e to provide a comprehensive suite of service management capabilities including: field service, contact center, contracts and warranties management, inventory and logistics, parts management, and self-service. Northwest Pump will use Metrix 4e to reduce response times, shorten time-to-resolution and improve technician utilization, with the ultimate goal of improving customer satisfaction. The Metrix solution will be deployed by the end of the year.

“We were looking for a proven solution and true business partner with a wealth of service experience and the demonstrated ability to deliver,” said Bob Mathews, vice president of Northwest Pump. “The Metrix solution met the full range of our service management needs and will be instrumental in taking our service business to even higher levels of productivity, customer service and satisfaction.”

Northwest Pump will use Metrix 4e to automate the company’s service operations. By converting from paper-based processes to full automation, Northwest Pump will significantly reduce paperwork, improve data accuracy, and enhance worker productivity. With Metrix 4e, Northwest Pump gains instant visibility into its customers, contact center, parts and field service operations. Utilizing Metrix 4e, Northwest Pump can quickly and effectively analyze, respond to, and resolve service issues to optimize the quality and efficiency of its service operations.

To extend the solution across the enterprise, Northwest Pump will utilize Metrix Connect Service Portals to provide access and timely information sharing to customers, field technicians and vendors. Northwest Pump also plans to integrate the Metrix solution with other enterprise systems including distribution and financial systems.

“The standard for best practices service management has gone well beyond cutting costs. Industry leaders like Northwest Pump understand that the customer is at the heart of every transaction,” said Tom DeVroy, vice president of sales at Metrix. “Northwest Pump focuses on improving the service experience and providing quality work to their customers. We are excited to help Northwest Pump continue delivering superior service to their customers."


About Northwest Pump:
Northwest Pump & Equipment is a national leader in the sales and service of equipment for the retail and commercial fueling industries. The company’s products include industry leading mechanical and electronic systems that contribute to the operations and management of commercial and industrial enterprises. Northwest Pump also offers a full line of product and service options to serve the carwash industry. In addition, Northwest Pump distributes pumps, turbines and ancillary products to meet the needs of a wide range of industrial applications. For more information about Northwest Pump, visit http://www.nwpump.com.

About Metrix:
For over 20 years, Metrix has delivered powerful software solutions to automate all facets of service business for hundreds of clients. Our industry-leading back-office system, Metrix 4e, incorporates functionality to address the needs of the call center, technical assistance center, scheduling & dispatch, contracts & warranties, cost accrual & revenue billing, inventory management, reverse logistics, and depot repair. Additionally, Metrix offers Web Portals for enabling self-service, scheduling optimization, and the execution of eProductService™ transactions for customers, field technicians, vendors, subcontractors, and third parties.

Our premier mobile solution for field service, Mobile Techlink®, delivers built-in domain expertise, out-of-the-box use, robust field force automation functionality and flexible, commonly used technology, to facilitate integration to leading ERP, CRM and legacy vendors such as: Oracle (including PeopleSoft & JDE), SAP, Microsoft and Siebel Systems.

Metrix service solutions are used by some of the world's most progressive companies across many industries to automate field force operations, streamline service processes, improve customer service, and increase customer satisfaction, including Canon, Cubic, Getronics, Konica Minolta, Motorola, Olympus America, Sysmex and Xerox. The company, founded in 1980, is based in Waukesha, WI with international offices in The Netherlands.

For more information on Metrix, visit http://www.metrix.com.

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