IMAX Corporation Selects Metrix to Automate Field Technical Service Operations

October 02, 2008 (PRLEAP.COM) Technology News
MILWAUKEE (October 2, 2008) 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."

About Metrix:
Metrix software applications enable world-class service management by automating customer support, field service, scheduling, and reverse logistics business processes. Leveraging over 28 years of industry experience, Metrix provides a competitive advantage to innovative companies like Ingenico, Olympus, Xerox, Ericsson, and Makino by improving service profitability. For more information, visit:

About IMAX Corporation
IMAX Corporation is one of the world's leading entertainment technology companies, specializing in digital and film-based motion picture technologies. The worldwide IMAX network is among the most important and successful theatrical distribution platforms for major event Hollywood films around the globe, with IMAX theatres delivering the world's best cinematic presentations using proprietary IMAX, IMAX® 3D, and IMAX DMR technology. IMAX DMR is the Company's groundbreaking digital re-mastering technology that allows it to digitally transform virtually any conventional motion picture into the unparalleled image and sound quality of The IMAX Experience®. IMAX's renowned projectors display crystal-clear images on the world's biggest screens, and the IMAX brand is recognized throughout the world for extraordinary and immersive entertainment experiences for consumers. As of June 30, 2008, there were 302 IMAX theatres operating in 40 countries.

IMAX®, IMAX® 3D, IMAX DMR, IMAX MPX, and The IMAX Experience® are trademarks of IMAX Corporation. More information on the Company can be found at