Centric Streamlines And Automates Business Processes With Astea

This case study from Astea takes a look at Centric, a leading IT services company offering software, infrastructure, market-specific solutions, and a wide portfolio of related services as it is experiencing growth in its Infrastructure business which provides field support for organizations that need to deliver and service technology solutions directly into people’s homes. Because of this growth, Centric has reshaped its business processes to become more streamlined, more effective, and offering an even higher level of service.

To manage the reshaping of these processes and automate and integrate them into their current business, Centric turned to Astea Alliance software from Astea International. This paper notes, “Peter Langerak, the business process manager for the Centric ICT Managed Service business, led the process. As a 13-year Centric veteran and a former field service technician himself, he has great insight into how a field service business should work. He was given the management task of assessing and redesigning the operations.”

“We knew there was a growing opportunity for us in field service but that the market was changing,” he said. “Among the larger companies particular over the last three or four years there has been an increasing focus on customer satisfaction rather than price. For them it was a competitive differentiator with their end users and so it had to be for us – it is the company that delivers the best service that will get the work. And when you can do a little more for customers, when you can add value, they are prepared to pay more.”

Download this case study from Astea below to read more.