Providers Combine Device Monitoring with Service Logistics Management

Astea International, Axeda Systems partner to deliver field service performance solution promising increased uptime, improved service

Astea International, Axeda Systems partner to deliver field service performance solution promising increased uptime, improved service

Horsham, PA — September 15, 2005 — Service logistics management (SLM) software provider Astea International has partnered with Axeda Systems, a provider of device relationship management (DRM) software and services, to offer a field service performance solution intended to help companies increase service revenue and customer satisfaction.

The partnership combines two solutions: Axeda DRM, which proactively monitors deployed devices to detect operational issues, equipping service personnel with real-time diagnostic data, and Astea Alliance, which helps companies ensure that the right person is at the right place, with customer- and product-specific information and the inventory needed to resolve any issues.

The two providers said that the joint solution will give customers access to intelligent dispatch capabilities to minimize service call volume; logistics capabilities to streamline spare parts efficiencies; and contract management capabilities to ensure service level agreements are met. It also provides advance notice of potential product fault and performance issues to increase uptime and improve first-call resolution.

"As the service arena grows more complex, companies committed to achieving service excellence require a comprehensive solution that delivers results," said Brian Anderson, vice president of marketing at Axeda. "With Astea, we're offering everything companies need to deliver an outstanding customer service experience."

Potential benefits for customers from using the joint solution include lower service costs, as field and call center technicians are armed with the information they need to identify and resolve problems on the first contact; greater customer satisfaction, with proactive problem detection often resolving issues before they affect the customer, thereby increasing product uptime; and increased service revenue, as rapid resolution and superior on-demand customer service drive opportunities for increased revenue through increased service contract sales.

"We're committed to delivering total service lifecycle management support for our customers," said Frank Fesnak, vice president, Strategic Alliances, Astea. "Partnering with Axeda gives our customers seamless access to an advanced solution that provides immense insight into products deployed in the field."

Additional Articles of Interest

— Eugene McCabe, architect of Sun Microsystems' Customer Fulfillment in Transit process, discusses the challenges and rewards of taking links out of the company's supply chain in "Anatomy of the 'Zero Touch' Supply Chain," in the August/September 2005 issue of Supply & Demand Chain Executive.

— For more information on solutions for the service and support chain, see the articles "In the Field and All Grown Up," the Net Best Thing column in the June/July 2002 issue of iSource Business (now Supply & Demand Chain Executive), and "Time to Prove It," the Net Best Thing column in the April/May 2003 issue of the magazine.

— For best practices in service parts management, see the article "Three Keys to Successful Service Parts Management."