Is customer satisfaction really a KPI?


Customer Satisfaction is often quoted as being an important KPI for any business. While it is undoubtedly important, is it really a KPI? In this post from Steve Scott, Astea’s Managing Director – Asia Pacific , we consider how businesses can improve upon customer satisfaction.

Astea is now proud to be part of IFS


Combined company strengthens its leadership position in field service management (FSM) by integrating two of the most established and well recognized players in the market.

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IFS & Astea Announce Definitive Agreement to Strengthen Global Leadership in FSM Business


Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market.

Astea Celebrates Halloween


It’s that spooky time of year: Halloween! This year, our Horsham office employees got extra creative! Here is a photo recap of the fun-filled day: The marketing team switched identities for the day! Let’s not forget about the creative office decorations!

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Artificial Intelligence Gets Real in Field Service


Deliver Smarter Service Through Artificial Intelligence. Artificial Intelligence (AI) is not a foreign concept in field service. In fact, it has been around since the 1950s. Until recently, thought leadership and market outlook reports about AI were predominantly forward thinking.

Astea International Named Top Performer in the Summer 2019 FSM Software Customer Success Report


Positive customer ratings and user reviews earn Astea the Top Performer ranking from FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc.,

Astea Partners with YASH Technologies


Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ Solution. YASH will help drive the implementation and adoption of Astea’s best-of-breed field service management solution. HORSHAM, PA (June 19, 2019) — Astea International Inc.,

Astea Showcases its Award-Winning Mobile Field Service Solution at Mobility for Business


Astea demonstrates its Alliance Enterprise™ FSM and Mobility solution at Stand G15. Paris, France (September 24, 2019) — Astea International Inc.,

How Service Management Software Benefits Your Company’s Growth


The Right Field Service Management Solution Yields Long-Term, Recurring ROI. As the field service industry becomes more competitive, field service organizations (FSOs) like yours must create profitable revenue growth.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Field Service Management Solutions for Stronger Staff and Customer Experiences


Customers and staff are arguably the two most important assets of any business. Your customers oil the wheels of revenue and profit. Your staff makes them turn.

AI in Service Management Is Here to Make New Winners and Losers


Artificial intelligence (AI) was once the stuff of science fiction. But today, AI in service management is making service delivery smarter and more efficient. Over the last four years, enterprise AI implementation grew 270%, according to Gartner’s 2019 CIO Survey.

State of Service 2019: Field Service Evolution Focused on Customer Satisfaction


Focusing on the customer. It sounds like a pretty straightforward concept. There’s even a whole host of sayings about it, like “the customer comes first” or “the customer is always right”.

[WHITEPAPER] CFO’s Guide to FSM Software


See how a field service management solution can provide a long-term, recurring return on investment for your organization. As field service competition gets heated, field service organizations (FSOs) are tasked with creating not just revenue growth but profitable revenue growth.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Personalize the Service Experience to Cultivate Consumer Loyalty


In this new era of instant information and endless product options, your brand’s status is no longer enough to ensure consumer loyalty. Consumers are comparing you not only to your competitors, but also to the best brands they interact with everyday—Google, Amazon, Uber, and others.

Astea International Introduces Alliance Enterprise™ Spring 2019 Version Release


Astea to showcase its updated field service management and mobility platform at Field Service Palm Springs April 23 – 26. HORSHAM, PA (April 16, 2019) — Astea International Inc.,

Alliance Warehouse Edge: Best-in-Class Warehouse Management Software


In today’s field service industry, customers can choose from many providers. They expect their needs to be met quickly, professionally, and at a reasonable cost.

FSM Software Implementation Best Practices—The Astea Approach


To satisfy the growing expectations of customers and thrive in today’s digital era of field service, field service organizations (FSOs) must adopt a robust and agile field service management (FSM) platform as part of their digital transformation strategy.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Astea International Sponsors Field Service Summit UK 2019


Astea to Hold Roundtable on How Service Leaders are Adapting to the Changing World of Field Service. HORSHAM, PA (March 27, 2019) — Astea International Inc.,

[WHITEPAPER] 5 Future-Proof Capabilities Your FSM Platform Should Have


Deliver on Future Service by Investing in a Smart FSM Solution Today. The future of service is here. Customers no longer expect effective service – they demand next-level capabilities that provide convenience and business intelligence on the value they are receiving.

How the Right FSM Solution Can Help You Be Best-in-Class


“The customer comes first.” “The The customer is always right.” These often heard slogans nod to the importance of customer satisfaction. But the field service industry hasn’t always been customer-centered.

Does Your FSO Have a Shortage of Technicians? Digital Solutions Can Help.


According to a WBR Insights study, 37% of field service organizations (FSOs) have experienced some difficulty in recruiting qualified technicians over the past 12 months.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

How to Build a Contingent Workforce to Meet Demand


The trends are clear, and show no sign of slowing: Baby boomers are retiring at a rate of 10,000 per day. Over the next decade, 70% of field service organizations (FSOs) will lose their most skilled, senior technicians.

Astea to Host Roundtable at Field Service Sit Down


“The Humanity of Service” – Astea International APAC’s Roundtable at Field Service Sit-Down 2019. Steve Scott and Ben Hartman will jointly keynote the roundtable discussions on why employee satisfaction and customer experience are key factors for a seamless service execution.

Aberdeen Whitepaper | State of Service 2019


Mobile Technologies Drive Field Service Success. Welcome to the new era of service. It’s a time of changing trends – both in emerging technologies and service delivery.

[LIVE WEBINAR] The Field Service Workforce of the Future


Join our live webinar on August 14th to learn how your organization can utilize contingent workers to meet your customers’ demands. Over the course of the next 10 years, 70% of field service organizations will lose their highly-skilled technicians through retirement.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

[VIDEOS] Aberdeen State of Service 2019


3 Building Blocks Separating Best-in-Class Field Service Organizations from The Rest. Service organizations are racing to compete with best-in-class service leaders. But becoming a preeminent leader is challenging for many field service organizations.

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Machine Learning and Field Service Management in Practice


Read Astea’s whitepaper on machine learning and artificial intelligence and how it will impact the field service management industry. By Liron Marcus. A few months ago, my six year old son saw me working on my thesis and asked me what I was writing about.

Field Service Management Technology For Better Business Outcomes


See how IoT, Big Data, AR and AI drive better service results for today’s service leaders.

Join Astea Roundtable at Field Service Europe 2019


Learn How Astea’s Customer Centric Ensures Uninterrupted Service for the Busy Retail Industry. Amsterdam, The Netherlands (December 10, 2019) — Astea International Inc.,

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

What’s the Best FSM Software for Your Organization?


Choosing the right field service management (FSM) solution can be complex and challenging.

Meet Astea at Field Service Amelia Island 2019


Astea’s North America team is proud to sponsor and participate in WBR’s Field Service Amelia Island 2019 on August 19-21 in Amelia Island, FL.

Astea & Baxter Planning Partner to Deliver Integrated FSM & Service Parts Planning


The integrated solution will offer large, complex service organizations managing parts in multi-echelon logistics networks a cohesive approach to field service management and service parts planning. HORSHAM, PA (April 9, 2019) — Astea International Inc.,

How to Design Your Field Service Management KPIs


As the field service industry adjusts to evolving market preferences, a changing workforce, and increased technology adoption, service delivery is shifting from break-fix models to outcome-based service and guaranteed uptime.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.