Service support center

04/01/1998

Service support center

This center is designed to provide technical assistance to the customers of a focused ion beam system supplier. The center`s help desk is staffed by trained representatives who assist field service engineers in solving problems. By using a software database that stores common problem-solving scenarios and contains on-line documentation of all of the company`s installed bases, the representatives are able to answer questions and direct field service quickly, with the goal of helping customers in one phone call. The support center also allows the company to generate reports on product reliability, event history, and escalation. Micrion Corp., Peabody, MA; ph 978/531-6464, fax 978/531-9648, www.micrion.com