European Service Integrator Selects Astea's Service Management Suite

Looks to improve customer satisfaction and service delivery by integrating all aspects of service lifecycle management

Looks to improve customer satisfaction and service delivery by integrating all aspects of service lifecycle management

Horsham, PA — September 13, 2005 — Astea International, a provider of service lifecycle management solutions (SLM), has inked a $4.5 million deal with a major European service integrator that has selected the latest version of Astea Alliance, a Microsoft .NET based service lifecycle management offering, to beef up its service organization.

According to Astea, the functionality in its suite will help the unidentified integrator improve customer satisfaction by allowing the company to streamline and automate service lifecycle management activities — including field service, logistics, contact center, depot repair, professional services and sales — in a phased rollout supporting the service activities of 19 countries.

The solution will ultimately empower 5,500 business users across Europe, the Middle East and parts of Africa (EMEA) as the service integrator continues to experience strong demand for its range of field maintenance and support services in the region, according to Astea.

The service integrator conducted a study in 2004 to review and select systems that would enable world-class service delivery. The European team was made up of individuals across many countries that were focused on deploying a tool to enable the business and cultural transformation required to augment their position as thought-leaders in the IT services arena, setting them apart from the competition.

Astea said its solution addresses the full service lifecycle and provides a fully integrated enterprise business solution that joins end-to-end business processes. The project will integrate and optimize critical business processes for contact center, field service, depot repair, professional services, logistics and sales.

"This major global service integrator takes service seriously and truly understands the strategic value that it can have on overall profitability, customer satisfaction and providing a distinct competitive advantage in the marketplace," said Zack Bergreen, president and CEO of Astea International. "Our .NET based application will strengthen and increase their customer value proposition and deliver excellence in customer communication, both internally and externally, to achieve solid customer satisfaction."

Bergreen said that the deal was Astea's largest license to date of its .NET application. The deal with the integrator has a license value of $4.5 million, albeit with a substantial portion of that contingent upon successfully running through certain validation tests. "We also anticipate significant services revenue as we assist in deploying our solution across EMEA," Bergreen concluded.

Additional Articles of Interest

— 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."