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Astea’s COO Explains: How to Use the CX to Boost Profits

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Share Knowledge Management resources between dispatch, field technicians and customers

With Alliance Knowledge Management, helpful resources are available not only to field service technicians, but also to back office, third party and contingent workers, as well as customers. Connect your entire workforce and enable your customers to access helpful resources, enter their own work orders when self-service is not enough, and add to the knowledge base by registering warranty information.

Team Collaboration

When files and resources are not enough, collaboration between team members can often help diagnose problems and resolve customer issues without the need for additional service appointments. With collaboration tools on Astea Alliance, the most connected field service management and mobility platform, your company can:

  • Increase your first-time fix rate
  • Leverage the experience of a diverse set of remote service experts
  • Address the aging workforce and skilled labor scarcity
  • Effortlessly connect back office, field service, third party and contingent workers

In-Platform Messaging, Chat & Augmented Reality

Collaboration tools and capabilities on the Astea Alliance platform include in-platform messaging and chat tools with conversation archives, as well as augmented reality capabilities allowing technicians to launch an interactive video session from any connected location to get the assistance they need. By eliminating the need for outside messaging, phone calls or resources, you eliminate operational silos and maintain your team’s knowledge base on one seamless platform.

To learn more about the features and functionality of Alliance Enterprise, which can help drive collaboration and knowledge management across your business, request a demo.