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Astea Infographic: Keeping Pace with Service Technology

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Selecting the right field service management software , deploying it effectively, and measuring its results can all pose challenges. Service companies face vital decisions in all stages of technology procurement that can have profound results post-implementation.

Key Factors to Improving Employee Engagement in Field Service

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Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes.

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Top 3 Field Service Trends for 2015

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The field se rvice industry has changed. Not only for the customer, but also for field technicians. The service expectation is a “more for less” model, harnessed by the need for fast and friendly problem-solving. Many emerging field service trends from years past are solidifying themselves as industry-norms that service companie s should optimize on to achieve success in 2015 and beyond. Among the most impactful trends are: Heightened Customer Expectations.

A Fix for First-Time Fix Rates

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Improving first-call/visit resolution rates can be challenging and frustrating for field service organizations, because there are so many factors and variables that prevent technicians from completing a repair on the first visit.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

Executive Panel Q&A: User-Adoption for the Future of Field Service Software

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As workforce management software and mobile field service software continues to drive the future of field service, it is critical to ensure that the proper training, user adoption and compliance takes place.

Optimizing the Omni-Channel Customer Experience

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Optimizing the Omni-Channel Customer Experience. With new channels of interaction being explored by both customers and companies alike, the concept of the “omni-channel customer experience” has become a hot topic. For field service organizations, the impact is more far-reaching than the traditional definition of omni-channel – which states that customers should have a consistent experience across every digital interaction with a company.

The Winning Formula for Mobile Workforce Management

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Ultimately, growth in any organization depends upon customers purchasing from you time and again. Delighting customers is, therefore, the cornerstone of any successful growth strategy.

Simplifying the Internet of Things for Field Service

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The Internet of Things (IoT) is a hot topic across multiple industries, and the universe of connected assets is growing every day. Gartner predicts there will be 6.4 billion connected things in use by the end of this year, and 5.5 million new assets are connected to the network every day. Further, Forrester Research found that 23% of enterprises are currently using IoT, and another 29% are planning to do so within 12 months.

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

Service Innovation…What’s your game plan?

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Is Service Innovation Treated with the Same Diligence as Product Innovation? The service sector is growing and today accounts for 70% or more of the gross domestic product (GDP) in many countries. The increasing dominance of service, around the globe, is causing many companies to re-evaluate their service offerings to not only just retain customers but to stay ahead of the competition. Digital businesses are disrupting traditional business models.

How to Manage and Optimize Your Third-Party Service Outsourcing Strategy

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Meeting expanding field service demands can put a strain on your service center and other resources.

Mobile Modernization for Field Service

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Mobile technology is well-established in the field service market. Many field service organizations have already invested in mobile solutions that are aging or obsolete.

Knowledge Management for Service Excellence

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Competitive pressure and customer demands are forcing field service organizations to step up their game when it comes to the use of mobile technology and data analysis.

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Redefining the Next Era of Service Innovation: Time for Breakthrough Change

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As a service company, how do you approach innovation? Is it even on your radar? If not, you aren’t alone. Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. In many companies, innovation resources are targeted at new product development.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Bridging the Service and Sales Divide

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Service has become a critical source of revenue, but at many companies there is still a big disconnect between the service organization and the sales infrastructure that could be impeding revenue growth and leaving customer needs unaddressed.

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How Mobile and the Rise of Big Data are Changing Everything

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Is technology an afterthought at your company, or does it power your whole service organization? The best mobile field management software helps transfer knowledge from seasoned technicians to new workers.

Workforce Management Software: Driving the Future of Field Service

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The ultimate goal of a field service organization and the service leader is to efficiently close work orders and leave customers with a p ositive view. As technology and information continue to advance at a rapid rate, it is critical for business leaders to adopt workforce management software and mobile field service software tools to stay one step ahead.

Astea International Included in the 2017 Gartner Magic Quadrant for Field Service Management

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Astea noted for its innovative mobile application, product breadth and depth, and high customer retention rate. Today we announced our inclusion in the 2017 “Magic Quadrant for Field Service Management*” report based on our “product breadth, product depth and strong customer retention.”

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

On-Demand Webinar: The Biggest Mobile Trends for 2018

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On-Demand Webinar Available! Click here to watch now. Watch On-Demand Webinar. During the past 5 to 10 years, “Mobile Empowerment” in the field service industry was targeted more at improving back office returns and efficiencies.

Infographic: What Techs Want – How to Attract the Next Generation of Field Technicians

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Did you know that for every 7 field technicians who retire, there are only 3 to replace them? As many service-driven companies know all too well, there is a global talent war being waged for the next generation of field technicians.

Astea International Named Among ‘10 Fastest Growing SaaS Solution Providers of 2017’ by The Silicon Review Magazine

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Astea Recognized for Delivering Innovative Cloud Technology and Empowering Service Organizations to Embrace New Business Models . Today we are proud to announce that Astea has been named one of the 10 Fastest Growing SaaS Solution Providers for 2017 by The Silicon Review Magazine.

Webinar: The Biggest Mobile Trends for 2018

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Astea Webinar with Field Technologies and Sumair Dutta of The Service Council. Register Now: Thursday, November 2 at 1:00 pm ET. During the past 5 to 10 years, “Mobile Empowerment” in the field service industry was targeted more at improving back office returns and efficiencies.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Astea is Frost & Sullivan’s Pick for the “Best Value” Mobile Workforce Management Solution

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If your company sends service technicians into the field, then you need a Mobile Workforce Management solution. It’s mission critical for so many reasons: visibility into field techs, connecting mobile workers to the back office, exchange of real-time data for a better customer experience, and so on.

2018?s Biggest Field Service Transformation Opportunities

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As a recognized leader in field service management software , Astea was proud to sponsor “The Future of Field Service 2018 ” special edition of Field Technologies Magazine.

Are you interested in driving outstanding customer experiences?

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If you answered yes, then you won’t want to miss our upcoming webinar on March 9th: “Getting the Right Prescription for Driving Outstanding Customer Experiences” Digital technologies have driven radical change and disruption in the service sector. Customers are now seeking a new class of more personalized service offerings. In order to stay ahead, companies need to capitalize on these predictive and prescriptive technologies to uncover transformative outcomes.

Physical Electronics Goes Beyond the Surface When it Comes to Optimizing Service

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Physical Electronics (PHI), the world’s leading supplier of UHV surface analysis instrumentation, has signed a software-as-a-service (SaaS) contract for Astea’s service management and mobile workforce platform. Physical Electronics aims to leverage this powerful and feature-rich cloud solution to streamline and strengthen their service business reinforcing their commitment to providing world-class service and support.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

5 Ways Technology Will Continue To Change The Role Of The Technician

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As technology continues to evolve, the prospect of smarter machines is creating a paradigm of preventative, even predictive maintenance, making it so that something no longer has to break before a technician is deployed to fix it.

Top 5 Strategies Powering Service Performance

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With all of the rapid advancements in field service technology and the demographic changes taking place, it can be difficult to keep up with new developments. As if field service executives didn’t already have enough on their plate.

Discovering Untapped Value in Your Field Service Infrastructure

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Field service organizations that have invested in field service automation and mobile technology have taken the first critical steps i n optimizing their operations and improving customer service. But without continuous measurement and improvement, they may not be getting the most value out of their technology infrastructures.

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6 Trends to Tackle Your Top Field Service Challenges

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Field service has rapidly evolved into a critical revenue center in many industries that formerly relied on new product sales for profits. Service organizations are in the midst of a business model transition in terms of how they deliver service, interact with customers, and develop new lines of revenue. Legacy operational models may no longer be sufficient to meet customer demands, remain competitive, or deliver the margins upper management expects to see.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

What’s Your Mobilization Strategy?

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Customers want faster service, better service, and more information about field service delivery. The only way to provide this real-time information to customers is to inject mobility into your field service operations. Mobile field service management solutions can provide a wide variety of features and benefits for service organizations, from time/material tracking and scheduling/ dispatching, to contract management, navigation, and reporting and analytics.

Unleash the Power of Service Analytics

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Field service leaders are inundated with data. From location and telematics information generated by fleet management systems, to productivity and parts ordering statistics from the work order management systems, and now real-time equipment status data from (machine-to-machine) M2M and Internet of Things (IoT) solutions, there is more information available than ever before that can be used to better manage your operations.

Maximizing the Value of Today’s Mobile Tools

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The evolution of mobility for field service firms has made the discussion around paper moot. Nonetheless, many organizations are still struggling to take mobility to the next level, so that it can provide the intelligence technicians need to speed resolution effectively. Many firms have identified the field service team as a channel to not only deliver service but also interact with the customer.

Access to the Right Information Empowers a Results-Driven Workforce

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Field service has traditionally seemed quite simple. An asset or piece of equipment breaks, the customer notifies the service organization, dispatch schedules a field technician, the technician arrives within an agreed upon service window, fixes the asset, and then moves on to the next job. This process repeats itself for many service organizations, many times over, on a daily basis, and thus organizations have gotten really good at scheduling a technician to fix a down asset.

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Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?