Digital Transformation

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

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Digital transformation is no longer a buzzword. It is a reality for today’s leading service organizations. Still, we’ve found that few people understand what digital transformation actually means, let alone how to achieve it. And although virtually all service leaders agree that it’s important for their business to wade into digital waters, many do not believe they currently have the talent in place to support their digital business strategy.

Use Alliance to Increase Customer Loyalty and Profitability

Astea helps drive digital transformation - Alliance Enterprise customer uses mobile application on smartphoneAstea Alliance Enterprise can help. When done well, digital transformation increases customer loyalty, makes new customer acquisition easier, and increases profitability. This is achieved by using technology to effectively shape each customer interaction, and fit them within a streamlined customer journey, leading them towards the most profitable service offerings. To be efficient, much of this journey must be automated. But when a customer picks up the phone or interacts directly with a technician, each employee must be empowered with the right information to both guides and satisfy that customer.

By implementing Astea Alliance field service management and mobility platform, your workforce can:

  • Innovate, collaborate, inform and demonstrate value during every interaction
  • Seamlessly leverage multiple communication channels to drive differentiation
  • Connect technology with smart devices to create a smart workforce
  • Focus every action on increasing profit and improving the customer experience.

Once implemented, our field service management platform becomes the glue necessary to create consistency, and for your workforce to function efficiently and effectively. Digital transformation is truly the process of continuous improvement in the digital age, where innovation and adaptability are drivers of success. From this perspective, it isn’t so different from what Astea has been doing as leaders in the field service management and mobility industry for nearly 40 years.

Streamline Digital Communications Both Internally & Externally

Astea Alliance facilitates helpful communications from your company to your customers via:

  • Customer mobile apps
  • Online customer portals
  • Text/SMS message
  • Email
  • Calendar Invites
  • Live chats
  • Augmented reality sessions
  • In-route technician tracking & mapping

Today’s world-class service organizations understand they’re competing with digital brands: companies that were born digital. These companies understand that a superior digital and physical customer experience differentiates them and drives their financial success. These organizations utilize Astea Alliance because it unifies the focus and activities of departments and priorities across the full-service lifecycle, including:

  • Field service
  • Sales and account management
  • Customer service and customer self-service
  • Mobile workforce management
  • Scheduling Optimization
  • Knowledge Management
  • Depot Repair
  • Warehouse
  • Logistics supply chain
  • Project management
  • Product development
  • And more

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