On-Demand Astea Webinar: Fix Your Technician Resource Gap


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.

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


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.

Astea Infographic: Keeping Pace with Service Technology


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.

2018?s Biggest Field Service Transformation Opportunities


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.

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.

How Mobile and the Rise of Big Data are Changing Everything


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


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.

Optimizing the Omni-Channel Customer Experience


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.

Infographic: 6 Biggest Field Service Trends to Watch Right Now


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.

Customer Experience Transformation in Telecoms

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

Preparing for the Connected Customer


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.

Top 5 Strategies Powering Service Performance


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.

A Fix for First-Time Fix Rates


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.

How to Make Outsourcing Work for Field Service


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


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.

The Ten Commandments of Customer Service

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

Are you interested in driving outstanding customer experiences?


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.

Mobile Modernization for Field Service


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.

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


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.

The Impact of the Internet of Things on Field Service


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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Key Factors to Improving Employee Engagement in Field Service


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.

The Winning Formula for Mobile Workforce Management


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.

Bridging the Service and Sales Divide


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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Simplifying the Internet of Things for Field Service


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.

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.

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


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.

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


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.

Service Innovation…What’s your game plan?


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


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

5 Customer Satisfaction Templates You Can Use Right Away

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

Discovering Untapped Value in Your Field Service Infrastructure


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.

6 Trends to Tackle Your Top Field Service Challenges


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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What’s Your Mobilization Strategy?


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


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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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?

Top 3 Field Service Trends for 2015


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


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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Workforce Management Software: Driving the Future of Field Service


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.

Access to the Right Information Empowers a Results-Driven Workforce


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.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement