Field Service


When competition is fierce, companies have to focus even more intently on providing world class service. Months or years worth of great support can be compromised by one unfortunate experience. While one poor service experience is usually not a critical event for a particular customer, it can open the door to a competitor trying to unseat you.

Avoiding potential service level problems requires that they are monitored carefully and proactively in order to meet or exceed customer requirements. But competition often requires more than just offering superior service—it requires proving superior service.

Compete on Equipment Uptime, Service Efficiency and Service Sales

Equipment uptime builds perceptions of product quality, your reputation as a service provider, customer loyalty and opportunities for future sales. Field service strategies now place greater emphasis on planned maintenance, remote equipment monitoring and self diagnostics to maximize uptime. Service practices must not only enable customer satisfaction, but actually defend why the service contract needs to be renewed.

Astea Field Service solutions deliver a set of automated capabilities intended to streamline and improve management of field service activities. By automating workflow, field service representatives should be able to efficiently complete and document assignments, manage vehicle assets, capture expenses and generate revenue through add-on sales during a customer contact. Applications alert dispatchers to contractual minimum response times and expedite coordination of field force skills matching, scheduling, dispatch and repair parts logistics. The use of scheduling optimization can automate much of this process. The Remote Technician portal allows site-based field engineers and other off-site agents secure access to the core system. Mobile tools deliver functionality that enables field forces to work electronically for receiving, documenting and reporting assignments, with the expected goal of eliminating manual procedures, service delays and paper reporting.

The field service automation software supports all field service categories including equipment installations, break/fix, planned maintenance and meter reading. Applications can also be integrated with equipment diagnostic systems for fully automated solutions that initiate and prioritize service requests and dispatch assignments to field employees without human intervention.

Solution Capabilities


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