Professional Services from Metrix
Metrix service management software is among the best and most technologically advanced in the industry. When you need field service automation, we are second to none. And our promise to Advance Your Service doesn’t stop at the sale – our expert consultants and support staff will be there for your implementation and throughout the life of your software. Our staff has learned from our various clients, gaining the domain expertise that’s critical to insure a quick and easy installation. Looking to Advance Your Service? Look no further than Metrix.
Professional Services Include:
Application Consulting:
Metrix staff consultants and our partners are familiar with most core service business processes. These consultants combine their knowledge of service management software with their deep service domain knowledge to configure the Metrix application in a fashion that meets the needs of our customers. These resources are perfect for installing and configuring the application, tailoring the application workflow to the customer’s workflow and quickly converting existing data to the new data model.
Technical Consulting:
In a dynamic business environment, it is unlikely that many organizations have extra resources to deploy for large implementation projects. IT staffs are usually fully utilized and large infrastructure projects, upgrades and updates, conversions and even report writing for new projects can put an undue strain on a fully utilized staff. Metrix offers technical consulting to permit our customers to engage point skills for specific needs in a rapid fashion. Technical Consultants can get the job done quickly on specific projects requiring high demand skill sets.
Training:
Whether it’s structured classroom training, core team training or tailored end user training, Metrix can deliver the training services necessary to ensure a high user acceptance of the application. With an eye on change management and business process, Metrix trains its customers’ users in a way that leaves them comfortable with the application and the technology.
Project Management:
Our senior consultant’s have the experience you would expect in a seasoned project manager. They combine industry experience, service management software experience and IT skills with practical management experience. With Metrix consultants working side-by-side with your project manager, you can be confident that your project will come in on time and on budget.
Pre-Sales Consulting:
Our pre-sales consultant’s can perform a needs analysis prior to product presentations. We will take the time to understand your business processes and map those core processes to our offerings. The pre-sales consultants also understand how to quantify business performance improvement into a Return on Investment analysis (ROI), that compares overall project costs to expected financial returns over a given period of time.
Support:
The Metrix support team works with our clients to solve application functionality issues within the Metrix service management software suite. There is a five-tier support structure through which all issues are escalated and managed depending upon the complexity of the issue. The two primary sources of support come from our Frontline and Backline teams.
Frontline Application Support:
- 1st Tier Support
- Lifecycle Call Management
- Initial Troubleshooting
- Guidance from trained users on functionality
- Process documentation and logging enhancement requests
Backline Technical Support:
- 2nd Tier Support
- Advanced troubleshooting on escalated calls
- Problem diagnosis on customers environment
- Guidance on technical processes (patches, updates, upgrades)
- Available for billable technical services (conversions, on-site support, etc)