Service Management Solution for SMBs Debuts

Astea International launches on-demand solution to provide small, midsize enterprises with real-time visibility and control of service operations

Astea International launches on-demand solution to provide small, midsize enterprises with real-time visibility and control of service operations

Horsham, PA — April 6, 2006 — Astea International, a provider of service lifecycle management (SLM) solutions, this week released a hosted solution targeted at small to midsize businesses (SMBs) following on the company's acquisition of FieldCentrix, a mobile field-force automation company.

The FieldCentrix acquisition enables Astea to accelerate its penetration in the on-demand service management market, Astea said. The FieldCentrix solution will be offered as an on-demand option and is called Service Management OnDemand, powered by FieldCentrix.

Astea said that its Service Management OnDemand solution is the first hosted "field-centric" service management offering on the market today that mirrors and optimizes the workflow of field service engineers on service calls.

As Astea sees it, Service Management OnDemand solution meets a major need in the industry, providing enterprise-level field service management functionality in a low-risk, hosted environment, enabling faster return on investment. Its automated approach lets companies share customer information across an organization, helping to ensure that service needs are met on the first visit, according the solution provider.

"With Service Management OnDemand, companies have full control over their data in a secure, reliable and highly-scalable environment," Astea said. "Service Management OnDemand also eliminates the need for an on-premise infrastructure. This helps businesses minimize the need for IT resources that are typically required for hardware and software installation and configuration, software upgrades, as well as ongoing maintenance."

The hosted offering can help small and midsize companies streamline and automate business processes, improve compliance with service level agreements and synchronize customer touch points for increased customer satisfaction, Astea said in announcing the new offering.

The solution is intended to transform a disconnected, paper-based service business into a real-time service area network that incorporates standardized, best-practice processes. By connecting the call center, back-office and field, Service Management OnDemand can lower service costs and improve profitability, Astea said.

Debbie Geiger, vice president of marketing at Astea, said that the company was including its Learning Management System (LMS), an online, role-based training, certification and software support program, the solution. "This offering demonstrates our commitment to delivering enterprise-level solutions to customers of any size, enabling organizations to optimize service resources and standardize processes to improve revenue, profitability and customer satisfaction," Geiger said.

Service Management OnDemand is available today and can be deployed in as little as three weeks, according to Astea.

Additional Articles of Interest

— Businesses today continue to look for ways to reduce their logistics costs, but in order to identify further costs savings, companies need to tap into new information. The answer? Benchmarking. Read more in "Freight Cost Benchmarking: The Final Procurement Level," in the February/March 2006 issue of Supply & Demand Chain Executive.

— Looking to outsource your supply chain? For five success factors for your outsourcing project Read "Rising to the Challenge of the Outsourced Supply Chain," cover story in the October/November 2005 issue of Supply and Demand Chain Executive.