Topcon Medical Systems Selects Metrix for Enterprise Service Management Software Suite

Share Article

Metrix 4e service management software suite will help Topcon manage their service operations for better visibility, tracking and improved customer service.

Metrix LLC, a global leader in service management and mobile field service software, announced that Topcon Medical Systems has selected the Metrix 4e product suite to automate their service operations.

Topcon Medical Systems, a leading manufacturer of ophthalmic equipment used in eye care, will utilize Metrix to automate two critical groups: customer support, and repair and production. The customer support team will use Metrix to troubleshoot incidents via an integrated knowledge management tool, track support calls and authorize repair returns. Topcon's repair and production group will use Metrix to automate the RMA process and track repairs made on returns. The Metrix software will also allow Topcon to manage their client's warranties and effectively promote service contracts to their customer base.

"We are excited about working with Metrix and feel their service management software will help us improve the service we provide to our customers while increasing our profitability," said Gene Borbone, vice president of operations for Topcon Medical Systems. "Metrix has proven experience implementing their software in the medical equipment industry, which will give us a faster and more cost-effective implementation, and we can leverage Metrix's industry-specific service management functionality to help optimize our business process."

"Medical equipment and technology companies such as Topcon require in-depth functionally and the ability to track and maintain critical records within their service management system," said Larry Laux, president and CEO of Metrix. "Metrix's deep functionally, especially as it relates to tracking critical records, made our relationship with Topcon an excellent fit."

Topcon will deploy multiple Metrix 4e modules, including: Contact Center, Knowledge Management, Contracts and Warranties, and Repair Center. Metrix portal technology will allow Topcon customers and partners access to the system enabling them to "help themselves" if desired.

About Metrix

At Metrix, our goal is to Advance Your Service. The Metrix 4e suite of products enables advanced service with powerful capabilities: field force automation, field service/dispatch, contract administration, customer entitlements, equipment and parts tracking, workflow management, Web self-service and scheduling optimization. Metrix's mobile solution, Mobile Techlink, delivers built-in domain expertise, out-of-the-box use, robust field force automation functionality and proven integration capabilities.

Metrix solutions are used by many of the world's best companies to automate field force operations, streamline service processes, improve customer service and increase customer satisfaction, including Canon, Cubic, Getronics, Motorola, Olympus America, Sysmex and Xerox. The company, founded in 1980, is based in Waukesha, Wis. with international offices in The Netherlands and a UK reseller, Field Service Management, LTD.

For more information on Metrix, Mobile Techlink and field service ROI, visit

About Topcon Medical Systems, Inc.

Based in Paramus, NJ, Topcon Medical Systems (TMS) is a leader and technical innovator in the field of ophthalmic instrumentation. For over 35 years, TMS has offered the most complete and technically advanced line of ophthalmic equipment in the marketplace today. This equipment comprises the largest selection of precision ophthalmic and optical instruments from one manufacturer ... providing a complete range of products for general and specialized applications. TMS manages ophthalmic dealer sales, corporate sales and the Advanced Technology Products Division. TMS is a division of Topcon America Corporation, a wholly owned subsidiary of Topcon Corporation of Japan.


Share article on social media or email:

View article via:

Pdf Print

Contact Author

Visit website