Astea noted for its innovative mobile application, product breadth and depth, and high customer retention rate
Astea International Inc., a leading global provider of service management and mobility solutions, recently announced it has been positioned by Gartner, Inc. in the “Niche Players” quadrant of the 2017 “Magic Quadrant for Field Service Management*” report based on its “product breadth, product depth and strong customer retention.” The report cites Astea as having “one of the highest customer retention percentages of any vendor,” “one of the market’s few end-toend field service products,” and a highly modernized and configurable mobile application.
“We are proud that Gartner has validated the role Astea plays for service-driven organizations, and has recognized the strong emphasis we place on building true partnerships with our clients,” said Emily Hackman, director of global marketing for Astea International. “This, combined with the recent recognition of Astea as the Customer Value Leader in Mobile Workforce Management by Frost & Sullivan, shows that Astea continues to deliver technology focused on driving revenue and profit, improved service and differentiation for our client base.”
The Magic Quadrant report identifies four field service trends that Gartner believes will be highly impactful by 2020:
- improved customer satisfaction as a primary benefit of implementing field service management;
- the growing use of artificial intelligence, the Internet of Things and other technology to improve the customer experience;
- the growing reliance on contractors over employees for field service work; and
- the deployment of mobile apps that extend beyond data collection to empower technicians to succeed.
“It is now widely accepted that the customer experience is shaped by far more than just the technician in the field, but this is something that service-driven companies have long understood,” stated David F. Giannetto, chief operating officer for Astea International. “This perspective has shaped the development of our technology for nearly forty years. To succeed in today’s highly competitive service industries, service providers require a platform that connects all key stakeholders both within and outside of their organization so that maximum focus is placed on achieving the tangible outcomes that drive results: increased revenue and profit, improved efficiency and an outstanding customer experience.”
Astea’s solutions help unify the operations of service-driven companies, and embrace the Gartner identified field service trends. Astea empowers companies to boost customer satisfaction by addressing top demands such as self-service and real-time collaboration via the Alliance™ Customer Portal—a mobilized portal where end customers can self-service a wide variety of tasks and interact with their service provider in real-time. Astea Alliance integrates with several IoT platforms so that service organizations can drive efficiency enhancements as a result of better data. Additionally, Astea Alliance enables companies to consider the best and most cost-effective mix of employees, third party and contingent workers, helping them to schedule, monitor performance and bill more efficiently. Finally, Astea’s mobile workforce management solution, Alliance Mobile Edge™, empowers service companies to create a digital work environment that suits each technician’s affinity for technology and speed of learning through out-of-the-box configurations for simple, medium and complex mobile app versions.
“As early adopters of a customer-centric platform such as Astea Alliance, our customers, who are all service-driven, have long recognized the four trends that Gartner lists for 2017 as key to their success,” said Emily Hackman. “We believe that just as in the past, what some now think of as a niche will soon become mainstream as more and more service companies recognize the importance of using a servicedriven technology platform to propel their success.”
To request a live demonstration of the award-winning Astea Alliance, click here (http://www.astea.com/en/forms/more.aspx?t=demorequest).
About Astea International
Astea International is a global leader in field service and mobile workforce management, including all the cornerstones of full service lifecycle management: customer management, service management, asset management, forward and reverse logistics management and mobile workforce management and optimization. Astea technology helps the world’s best service-driven companies generate higher profit while properly balancing customer satisfaction and service levels through proactive communication that creates a seamless, consistent and highly personalized experience at every customer relationship touch point. Astea’s solutions unify processes, people, parts, and information to focus the entire organization on the creation of sustainable value in highly competitive, global markets. For more information, visit www.astea.com.
*Gartner “Magic Quadrant for Field Service Management” by Jim Robinson, Michael Moaz, Jason Wong. September 27, 2017.