Astea’s COO Explains: How to Use the CX to Boost Profits
Since 1979, Astea has provided end-to-end service management software solutions that encompass all areas of service lifecycle management. We provide a number of service-driven industries with everything from customer management and depot repair to service management, mobile workforce management and endless other management software solutions. Our provision of innovative technology, impeccable customer service, and continued relationship building with our extensive clientele. We take pride in these relationships and in our positive field service server software reviews.
View our short case study to see how this manufacturing industry leader tackled customer relations and service gaps to create a seamless workflow.
Take a look at what other users of Astea Alliance have to say about our platform…
The AGTA record group is one of the world leaders in automatic door systems. The core product range of record includes all types of sliding doors: telescopic, swing or folding, as well as revolving doors.
“Our decision to select Astea was based upon their 35 years of experience developing and delivering innovative, end-to-end service management and mobile workforce solutions. We wanted a partner that had a deep understanding of the services business and offered a cloud platform that could adapt to an ERP system or be used stand-alone. We were seeking a best-of-breed application that was complete and robust enough to provide us with the capabilities necessary to elevate the quality and level of our services to a whole new level.”
APi Group is a parent of 40 fire protection and industrial and specialty construction businesses located throughout North America and the United Kingdom. APi Group’s projects are visited by millions of people each day. Leaders within the industrial, commercial, residential, health care, and government industries continue to depend on the company to provide consistent quality and dependable services.
“We found that Astea’s deep domain expertise, in conjunction with their robust solution, offered the breadth and depth of functionality, as well as the level of flexibility, that was the perfect fit for our organization’s needs. We also felt strongly that Astea was a company in which we could create a long-term partnership for ongoing service success.”
Bytes Managed Solutions (Bytes MS) is a services-led, software driven and hardware enabled organisation that markets, supports and maintains enterprise-wide end-to-end technology solutions and related services that enable the medium to large enterprises to effectively deliver their offering to the end consumers in South Africa and Africa. Bytes MS leverages on partnerships, thought leadership and capabilities to deliver world-class technology solutions and related services enabling our customers to achieve their growth and success. Bytes Managed Solutions is a division of Bytes Technology Group and wholly owned by JSE-listed Altron.
“With Astea Alliance, we have gained a leading-edge, unified, robust, and user-friendly solution that will support our initiatives and grow with our business. The solution, which is rated by Gartner in their Magic Quadrant for Field Service Management, is based around service excellence disciplines and best practice experiences drawn from Astea’s long and established history in the service marketplace and is uniquely positioned to meet our needs. The system will enable us to provide a shared service management system platform for the group.”
With more than 5,300 employees, Centric offers software, infrastructure, market-specific solutions, and a wide range of related services. The continuing growth of our company and our sound financial position allow us to guarantee continuity and to implement large-scale projects successfully. Centric has offices in The Netherlands, Belgium, Germany, Norway, and Switzerland. We offer comprehensive solutions for a wide variety of markets.
“In the end we went with Astea because it was the only one who could deliver all we needed in one package,” said Langerak. “To go with anyone else would have led to us spending a lot of time and money on integration and that would have raised the overall cost.”
CBS is based in Washington, DC and was established in 1963 as the building services division of The Donohoe Companies, Inc. Over the period of these 47 years, CBS has expanded its array of capabilities to include comprehensive facility management, operation, maintenance and repair services, mechanical & plumbing installations, building automation technology, and access control services to their clients. CBS is currently providing services for more than 28 million square feet of government, institutional, office, retail, residential, and embassy space in D.C., Virginia, Maryland and West Virginia.
“We needed a proven solution that would provide us with total visibility of our field service operations, improve first time fix rates and workforce utilization, and reduce operational costs in addition to capturing additional revenue opportunities. After an exhaustive evaluation process we strongly concluded that the combination of Astea’s domain expertise, robust solution suite and widespread experience in delivering field service and mobile solutions was the best fit for our business.”
The Daisy Group is a leading UK provider of a range of unified communications and IT Services, including connectivity, voice, maintenance, as well as cloud and hosting solutions serving 65,000 customers nationwide. Phoenix strategically complements Daisy’s own growing corporate and partner businesses serving mid-market customers and its offering to system integrator partners. Together, we’re creating the ‘go to’ partner for resilient, secure and always available communications and IT infrastructure managed services for the UK market.
Fujifilm Canada is a leading provider of the imaging and information industry. Part of a global organization with sales in excess of $20 billion, Fujifilm’s wide range of innovative products include film, cameras, video and audio tapes, computer media, CD-Rs and photofinishing chemicals. They are the largest supplier of photofinishing equipment (one-hour labs) in Canada.
“With Astea Alliance, we centralize management of Enovation’s nationwide service delivery. From a customer service perspective, this strategy quickly exceeded the targeted distribution channel efficiencies for which Enovation was created.”
FUJIFILM North America Corporation is a marketing subsidiary of FUJIFILM Corporation in Tokyo, Japan that provides equipment, consumables, and technical support to the graphic arts industry; digital photo processing equipment, technical support, and fulfillment services for commercial and consumer customers; consumer digital cameras, and motion picture films. Operating as a unified regional organization allows Fujifilm to realize greater collaboration among its businesses in the North American markets. Most importantly, it allows Fujifilm to serve customers effectively and efficiently by taking full advantage of the collective skills and knowledge of all of its employees.
“Fujifilm selected the Alliance product suite from Astea International. The company achieved an ROI in one year, improved parts tracking in the field, and reduced the time technicians spent on administrative duties. Also, Fujifilm expanded its service revenues and increased its service contract business to encompass approximately 87% of Fujifilm’s customers without having to hire a substantial number of new employees.”
Inspired Gaming Group Plc (INGG) is the leading player worldwide in the Open Server-Based Gaming (Open SBG™) market and is also the leading provider of analogue and Open SBG™ machines in the UK for the leisure and gaming markets. The Group provides Open SBG™ software systems and Open SBG™ digital and networked terminals in 10 countries today. The Group manages more than 50,000 machines across the UK, of which in excess of 24,000 are already on the Open SBG™ platform.
“Astea and Inspired Gaming Group have an excellent relationship.Today we are faced with a tough balancing act, the pressure to deliver world class service whilst optimising investment and more effectively managing our cost base. Astea’s software is helping our business gain agility, providing greater returns for both our customers and ourselves from our service operation.”
Kärcher North America is one of the largest subsidiaries of Alfred Kärcher, GmbH & CO. In North America, Kärcher produces and distributes products and services under the brands Kärcher, Windsor Kärcher Group, Prochem Kärcher Group, Landa Kärcher Group, Hotsy, Water Maze, Graco, Spraymart, Cuda, and Shark. The company’s solutions serve customers’ cleaning needs in an economical and environmentally-friendly manner. Visit www.karcher.com/us for more information.
“Astea Alliance allows TecServ to grow because we are not restricted by our service management system… Within two years of implementing Astea Alliance, we were in every major market nationwide.”
Konica Minolta Business Solutions is a leader in advanced imaging and networking technologies for the desktop to the print shop. Unparalleled advances in security, print quality, and network integration are brought together via our award-winning line of bizhub multifunction products (MFPs); bizhub PRO production printing systems; magicolor desktop color laser printers and all-in-ones; and pagepro monochrome desktop laser printers and all-in-ones.
“As good as they were, we knew that our technicians would have to raise the performance bar ever higher to stay ahead of the competition. This required a new approach. One that would keep us ahead of the field. One that would enable our technicians to deliver more sophisticated, yet cost-effective solutions on a more timely basis.”
Established in 1959 and listed on the US stock exchange, the Kyocera Corporation group of companies has a turnover in excess of 12 billion US dollars and is headquartered in Osaka, Japan. With the Asia Pacific regional head office in Sydney and branch offices in Brisbane, Melbourne, Perth, Adelaide, and Auckland, Kyocera Document Solutions is one of the world’s leading manufacturers and distributors of document imaging solutions. Kyocera Document Solutions is a company that is committed to the environment, offering digital copiers, networkable laser printers, wide format copier/printers and multifunction imaging solutions. Using innovative technology & product design, it produces products that offer a lower Total Cost of Ownership/ Total Cost of Service whilst reducing waste and pollution.
ABM is a leading provider of facility solutions with revenues of approximately $4.9 billion and more than 100,000 employees in 300+ offices across the globe. ABM’s comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission-critical solutions, and parking, provided through stand-alone or integrated solutions. ABM provides custom facility solutions in urban, suburban, and rural areas to properties of all sizes — from schools and commercial buildings to hospitals, data centers, manufacturing plants, and airports. ABM Industries Incorporated, which operates through its subsidiaries, was founded in 1909.
“This $400-million service company achieved a one-year payback from its field service automation solution.”
Restaurant Technologies, Inc. (RTI) provides restaurants with industry-leading cooking oil management systems and technology that measures and monitors oil usage to improve food quality and consistency and optimize the life of oil. RTI’s oil management systems eliminate dangerous and cumbersome manual oil transport practices increasing safety for your employees and improving restaurant cleanliness.
“We were very impressed with Astea’s scheduling solution which was one of the primary reasons we selected their platform. Additionally, we were excited about their other solution areas and saw many opportunities in which we could expand and leverage their solution for ongoing transformation into the future.”
Scientific Games Corporation is the leading integrated supplier of instant tickets, systems and services to lotteries worldwide, a leading supplier of server-based gaming machines and systems, amusement and skill with prize betting terminals, interactive sports betting terminals and systems, and wagering systems and services to pari-mutuel operators.
“With a service management and mobile computing solution, Scientific Games has improved SLA compliance and increased completed service calls per day by almost 70%.”
TDIndustries is an employee-owned company with corporate offices in Dallas, Texas. The firm has become one of America’s premier facilities management and specialty construction companies with annual revenues of approximately $300 million, more than 1,600 TDPartners, and offices in Austin, Houston, San Antonio, Dallas, Fort Worth and Phoenix.
“We needed a proven solution that would provide us with total visibility of our field service operations, give our field force real-time access to information where and when they need it, as well as streamline and accelerate our billing cycles. After an extensive evaluation process we strongly concluded that Astea’s FieldCentrix suite was the best fit for our business model not only for today, but also for our future growth initiatives.”
Waterlogic Norge AS, a subsidiary of Waterlogic Plc (AIM: WTL.L), is a leading designer, manufacturer, distributor and operator of mains attached point-of-use (“POU”) drinking water purification and dispensing systems designed for environments such as offices, factories, hospitals, hotels, schools, restaurants, and other workplaces. Waterlogic is a Jersey registered company.
“We were looking for a robust and proven solution that could provide us with the best-in-class service delivery platform necessary to further improve our exemplary customer service capabilities. After an extensive and exhaustive search for a service management and mobile workforce management solution, we found that Astea’s deep domain expertise in conjunction with their robust solution, offered the breadth and depth of functionality on a single platform, and was the perfect match for our needs.”