Astea

Calculating ROI on a New Field Service Management Solution

Astea

Your field service organization has many critical questions to ask when evaluating new service management software solutions. One of the most critical questions is, ‘What kind of ROI can we expect?’.

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Astea Webinar: 6 Steps to Make Your Field Service More Profitable

Astea

Field service companies are scrutinizing their service models to make the transition from a cost center to a profit center—we all know that is easier said than done.

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

Astea

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.

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On-Demand Astea Webinar: Fix Your Technician Resource Gap

Astea

Did you know that 70% of service organizations will experience a field worker shortage in the next 5 – 10 years? Of the 70%, one-half are dealing with a retiring workforce now. . The field technician labor force shortage has consequences that will impact your entire organization.

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How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

In just nine months, Plansource raised customer happiness by 35%. Learn how.

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.

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Webinar: The Biggest Mobile Trends for 2018

Astea

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.

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How Mobile and the Rise of Big Data are Changing Everything

Astea

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.

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Knowledge Management for Service Excellence

Astea

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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Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Optimizing the Omni-Channel Customer Experience

Astea

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.

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Infographic: 6 Biggest Field Service Trends to Watch Right Now

Astea

Where is field service headed in 2018? The past shapes the present, and in the field service industry, everyone’s looking to the future. See how the biggest trends of 2017 will shape the priorities of 2018.

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Preparing for the Connected Customer

Astea

Mobile technology has become a part of the everyday lives of most customers, which has created a massive shift in customer expectations when it comes to service. This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber.

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Top 5 Strategies Powering Service Performance

Astea

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.

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A Fix for First-Time Fix Rates

Astea

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.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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

Astea

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.

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How to Make Outsourcing Work for Field Service

Astea

More service organizations are outsourcing work to an increasingly complex network of dealers, third-party providers, and independent contractors as the struggle to meet increasing service demands without expanding their own internal resources. While outsourcing is nothing new in the service industry, the nature of these partnerships is changing – and so is the technology used to ensure outsourcing is successful.

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Mobile Modernization for Field Service

Astea

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.

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Are you interested in driving outstanding customer experiences?

Astea

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.

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Auror and NPS: The Ultimate Crime-Fighting Duo

Auror uses NPS to fuel business growth through customer happiness. See How.

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

Astea

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.

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The Impact of the Internet of Things on Field Service

Astea

The future is now. Using mobile devices you can remotely adjust your home thermostat from Your car can send an email reminding you to schedule an oil change or other needed maintenance. Home monitoring systems allows your remote access to your security and other systems via your mobile phone.

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Key Factors to Improving Employee Engagement in Field Service

Astea

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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Bridging the Service and Sales Divide

Astea

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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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

The Winning Formula for Mobile Workforce Management

Astea

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.

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Simplifying the Internet of Things for Field Service

Astea

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.

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

Astea

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.

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

Astea

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.

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How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture Description: See how Fleetio uses AskNicely to create customer-first brand and product experiences.

Service Innovation…What’s your game plan?

Astea

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.

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

Astea

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

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Discovering Untapped Value in Your Field Service Infrastructure

Astea

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

Astea

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.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

What’s Your Mobilization Strategy?

Astea

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.

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Unleash the Power of Service Analytics

Astea

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.

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Top 3 Field Service Trends for 2015

Astea

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.

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Maximizing the Value of Today’s Mobile Tools

Astea

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.

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The Book of NPS

The simple, straight-talking guide to evolving your business by collecting and acting on customer feedback with Net Promoter Score®.