IMAX Corporation Selects Metrix to Automate Field Technical Service Operations
Implemention will Cut Costs and Make Service Operations More Efficient


    MILWAUKEE, WI, October 02, 2008 /Wisconsin News Articles/ -- Field service management software vendor Metrix today announced that IMAX Corporation, one of the world's leading entertainment technology companies, specializing in immersive motion picture technologies, has selected the Metrix Service software to manage their global technical service operations, which includes IMAX's technical service call centre, parts management, and preventative maintenance.

Headquartered in Mississauga, Canada, IMAX's global technical support team services projection and audio equipment in IMAX theatres and manages the repair centre for parts returning from the field. IMAX was prompted to look for software options when the asset tracking and reverse logistics needed for critical service management operations extended beyond the capability of their previously used in-house developed application.

When an FRU needs to be replaced, it is critical that the both the serial number is switched and the corresponding warranty transferred from the defective FRU to the replacement FRU. Failure to do this could create a perpetual warranty on the FRU, or result in the future misconfiguration of an FRU because the technician thought they were working on a different part.

In addition, when an FRU purchased from an outside vendor needs to be replaced, it is critical that IMAX is able to verify receipt of the defective part for repair, analyze the part and if needed, return it to the OEM vendor within the warranty period.

"With the ongoing expansion of the worldwide IMAX network, it is important for us to implement service management software that will help make our service operations more efficient," said Richard Mohabir, VP of Technical Services for IMAX. "The ability to precisely track assets, verify warranties and streamline our reverse logistics is economically advantageous for IMAX."

IMAX will also utilize Metrix to schedule preventative maintenance calls, provision system upgrades via automated engineering change orders and track service parts inventory. The solution will integrate with their financial application to further streamline operations.

"IMAX's stellar reputation for reliability stems from a service offering that includes extensive warranties and an aggressive preemptive service program," said Larry Laux, President and CEO of Metrix. "Metrix's deep functionality, especially as it relates to asset tracking and warranty management is a natural fit for IMAX's needs."

"We are excited to partner with Metrix," said Mohabir. "After evaluating several vendors, we chose Metrix because of the application's robust feature set, intuitive user interface and the company's deep domain expertise of the product service business. We believe Metrix will help us provide world-class customer service and achieve a 99.8% uptime average while cutting costs and increasing our bottom line."

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