Global IT Services Company Expands Astea Solution In North America With Dynamic Workforce Scheduling Optimization
Selected Astea’s Dynamic Scheduling Engine to Further Optimize Mobile Workforce, Increase Productivity and Improve Customer Responsiveness
Astea International Inc., the leader in service lifecycle management and mobility solutions, announces that a premier Global IT services company has selected the Astea Alliance Dynamic Scheduling Engine (DSE) for deployment across their North American operations. By extending their deployment of the Astea Alliance solution suite with Astea’s scheduling optimization solution, the company expects to streamline and strengthen their service operations through optimized workforce utilization, reduced administrative costs and increased customer responsiveness and satisfaction.
To deliver exemplary service to their customers today, the company leverages the robust end-to-end solution capabilities of Astea’s Alliance Field Service, Alliance Logistics, Alliance Mobile, Alliance Sales Order Processing and Alliance Business Intelligence solution modules integrated to SAP. By extending their solution footprint to include Astea’s Alliance Dynamic Scheduling Engine, to more than 1,000 engineers, they will be able to achieve greater efficiencies by intelligently automating the dispatching of work orders to the “right” technician in real-time. Prior to implementing Astea’s Dynamic Scheduling Engine, their customer service team based scheduling decisions on a plethora of variables including technician skills, availability, travel time, parts, customer service level agreements, location, priority, service delivery costs, customer expectations and more. With the Alliance DSE, the complex decision making process is automated to instantly provide accurate travel times, optimal routes and costs. The solution also supports periods when companies need to manually adjust schedules, giving them the flexibility needed to effectively manage their service operations. By optimizing and balancing the complex tradeoffs between service cost and level of service, Alliance DSE helps companies improve efficiency, accuracy and profitability.
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; and mobile workforce management with enhanced workforce 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.
“When companies go through an in-depth evaluation and compare our service management solution to both ERP and niche vendors, we consistently become the clear solution that meets their current as well as future needs and objectives. This IT services company conducted an extensive evaluation which included a pilot of our scheduling optimization solution and the productivity results they were able to achieve were very impressive,” stated Zack Bergreen, CEO of Astea International. “We have been pioneers in this industry for many years delivering innovative and robust service management functionality that enables organizations to run their entire service operations on a single platform. We are very pleased that this leading IT services company has decided to grow their partnership with Astea. We look forward to seeing even more compelling operational and financial results that they will be able to achieve after DSE is fully implemented and operational.”
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 and 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 600 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. For more information, visit www.astea.com. Service Smart. Enterprise Proven.
SOURCE: Astea International