Astea International Inc., a leading global provider of service management and mobility solutions, was recognized by Frost & Sullivan with the 2017 Customer Value Leadership Award for its industry-leading mobile workforce management solution. Based on its analysis of the field service industry, Frost & Sullivan determined that Astea's mobile workforce management solution, Astea Alliance™ Mobile Edge™, is a leader in addressing the needs of today's service-driven organizations. With this award, Frost & Sullivan recognized that Astea effectively addresses the reality of today's highly-demanding connected customer, the increased complexity of service activities, and the significant role that mobility plays in satisfying those expectations and improving the customer experience.
"Astea recognizes that complexity is today's application killer," said Jeanine Sterling, Industry Director, Mobile & Wireless Communications at Frost & Sullivan. "Astea has not only created a comprehensive portfolio of powerful mobilized features, but has also made it easy for both administrators and field workers to access and use these features." Alliance Mobile Edge is unique in its ability to empower service technicians with extensive capabilities yet not serve as a distraction that reduces their productivity. To compete effectively and meet growing customer demands, service-driven companies require a highly-capable mobile application that connects all internal and external stakeholders into one powerful yet user-friendly solution.
"What makes Astea's approach to mobility so unique is that service technicians are seamlessly connected to every other stakeholder, information point and enabling technology in the service ecosystem," said Chief Operating Officer of Astea International, David F. Giannetto. "To put this much capability in the hands of technicians without overwhelming them requires a digital work environment flexible enough to suit each technician's affinity for technology and speed of learning. To accomplish this, we have completely redesigned our mobile workforce solution by blending direct customer feedback with Google® design standards to promote quicker user adoption and higher satisfaction—both of which directly drive higher profitability and improved ROI."
Alliance Mobile Edge sets a new standard in mobile workforce management, offering industry-leading features and benefits, including an intuitive user interface inspired by the latest Google Material Design Principles, unprecedented configuration capabilities, out-of-the-box productivity tools to support faster technician learning and greater adoption, offline and online capabilities with automatic data synchronization, and the ability to connect both native and third-party workers to the back office in real time. Alliance Mobile Edge allows anyone in the service lifecycle to take action as well as allows the Alliance platform to monitor and manage activities, automatically alerting key stakeholders inside or outside of the organization when something is happening, did happen, or, more importantly, should happen.
"One of the key criteria for this award is a vendor's ability to not only satisfy, but also anticipate the needs of an increasingly demanding set of customers," commented Jeanine Sterling. "Astea has proven its position as a field service industry thought leader by helping service organizations evolve beyond a break/fix mentality into a new mindset—one that is focused on tangible service outcomes and the creation of sustainable value for its end customers. Astea maximizes customer value for the mobilized field service management market by providing ease of use, flexibility, affordability, and innovation. Astea has clearly excelled in all of these areas."
"In today's environment, we realize it is no longer enough for our clients to deliver quality service to their customers on time," said Chief Executive Officer of Astea International, Zack Bergreen. "To compete, service organizations must reinvent customer relationships, embrace new technologies and build new business models. As a result, more and more service-driven enterprises have come to rely upon the breadth, depth and flexibility of our solutions to meet the demands of the increasingly complex ecosystem in which they must operate. I am very proud that through the Customer Value Leadership award, Frost & Sullivan has recognized our ongoing commitment to provide the best value to our customers and the global service industry."
Astea has been a global leader in field service management solutions for nearly 40 years, and many of the best service-driven companies worldwide rely on Astea's technology to empower their more than 185,000 active users in nearly every major commercial center in the world. The award recognizes Astea International's unique focus on augmenting the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
To request a live demonstration of Alliance Mobile Edge, click here.
About Astea International
Astea International is a global leader in field service and mobile workforce management, including all the cornerstones of full service lifecycle management: customer management, service management, asset management, forward and reverse logistics management, and mobile workforce management and optimization. Astea technology helps the world's best service-driven companies generate higher profit while properly balancing customer satisfaction and service levels through proactive communication that creates a seamless, consistent and highly personalized experience at every customer relationship touch point. Astea's solutions unify processes, people, parts, and information to focus the entire organization on the creation of sustainable value in highly competitive, global markets.