News | October 26, 2010

World-Leading Telecommunications Solutions Provider Selects Astea To Automate, Mobilize And Optimize Global Field Service Operations

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Robust Field Service, Parts Management, Mobility, and Dynamic Scheduling Optimization solutions will Improve Productivity, Increase Revenues, and Elevate Customer Satisfaction

Astea International Inc., the leader in service lifecycle management, mobility and workforce optimization solutions, announces that a world-leading provider of telecommunications network solutions has selected the Astea Alliance solution suite to automate, mobilize and optimize their global field service operations. As telecommunication organizations continue to expand their service offerings for increased revenue and differentiation, they are quickly recognizing that a solution that can support the full spectrum of service lifecycle management (SLM) is mission-critical.

The Company is already implementing Astea Alliance in two countries with planned expansion to other regions. Once implemented, they will be leveraging Astea Alliance to enable their personnel to immediately take action on service requests, increasing first-call resolution, decreasing call times and call center operating costs, and improving the customers' experience for increased retention. The Company is deploying Astea's dynamic scheduling optimization solution to provide a real-time, graphical scheduling console that will enable their dispatchers to "dispatch by exception" and proactively offer "just-in-time" service. By equipping their field technicians with Astea's industry leading mobility solution, technicians will benefit from access to real-time work orders, automated workflow, equipment and site history, parts and customer information, automatic time and expense tracking, signature capture and email messaging to drive productivity improvements. Customer service representatives will have the ability to significantly improve response time and faster resolutions through real-time access to a comprehensive view of all information required to support customers. Information regarding customer-specific contract, warranty and service-level information, as well as up-to-date field service status, will ensure a consistent customer experience.

"When it comes to scheduling field technicians in the telecommunications industry it can be an extremely complex and demanding environment due to the infinite number of variables, constraints and possible solutions that are typical in field service organizations. Every time a customer calls, call center dispatchers must base their scheduling decisions on a variety of variables such as, technician skills & availability, travel time, parts, customer service level agreements (SLAs), location, priority, customer expectations, and many more," said Zack Bergreen, Chairman and CEO of Astea International. "Without the most advanced algorithms and latest technology, performance suffers, putting a mission-critical part of a company's business at risk. Our robust solutions address the specific challenges of field service scheduling optimization and mobility, while simultaneously increasing efficiency, accuracy and profitability to help companies sustain a competitive advantage in today's volatile environment. With our dynamic scheduling engine and mobility solution the Company can now ensure that the right person with the right parts arrives at the right place at the right time. We are extremely proud that this Company has selected Astea to automate, mobilize and optimize their global field service operations to deliver a consistent level of service delivery around the world."

Astea is the only solution provider that offers all cornerstones of service lifecycle management: customer management; service management; asset management; forward and reverse logistics management; mobile workforce management; and scheduling optimization. Astea's solutions are seamlessly orchestrated to share and leverage information throughout the service lifecycle – removing the traditional barriers between the field and back office. With Astea's solution modularity, companies can introduce one module at a time or deploy a seamless information backbone across the entire service lifecycle continuum, thereby eliminating the patchwork of disparate systems that can hamper a company's ability to provide best-in-class service.

About Astea International
Astea International is a global provider of software solutions that offer all the cornerstones of service lifecycle management, including customer management, service management, asset management, forward and reverse logistics management, mobile workforce management and optimization. Astea's solutions link processes, people, parts, and data to empower companies and provide the agility they need to achieve sustainable value in less time, and successfully compete in a global economy. Since 1979, Astea has been helping more than 400 companies drive even higher levels of customer satisfaction with faster response times and proactive communication, creating a seamless, consistent and highly personalized experience at every customer relationship touch point.

SOURCE: Astea International