Huge investments are being made in a global-reaching infrastructure which as a byproduct, continues to spawn mergers, acquisitions and strategic partnerships that are redefining the telecom market on a near-continuous basis. Concurrently, the needs of customers are changing, as wells the ways in which they wish to be serviced and supported in the future.
As a result, there is a new class of global telecom service and technology providers that are now able to provide their respective customers with total and seamless support without the necessity for finger-pointing and hand-offs.
For companies that service telcom equipment Astea's solutions are designed for delivering mission-critical services, while still taking advantage of new sales, up sell and cross-selling opportunities for the company’s products, services and consumables.
Organizations that sell, install, repair, move, add or change, delete, or maintain telecom equipment in the field will be able to enhance its competitive advantage, increase its top-line service revenue and improve its bottom-line profitability through the implementation and use of a comprehensive SLM solution.
Increased Helpdesk/Contact Center Effectiveness
Contact center software increases call handling efficiencies, first-call resolution rates and call avoidance rates, ultimately lowering service costs and raising customer satisfaction
Superior Field Service Efficiencies
Field force capacity utilization resulting in significant operational efficiencies where field technicians are empowered to increase both revenue generation and recovery
Streamlined Invoice Process
Where billing cycles can be lowered, and cash flow can be managed more effectively
Improved Inventory Management Capabilities
Where inventory costs reductions can be realized by streamlining and managing service inventories (such as trunk stock, etc.)
Comprehensive Contract, Service Level Agreement and Warranty Management
Contracts and SLAs can be structured in ways that best fit the business – and the business of their customers (i.e., meter billing, preventative maintenance, draw-down contracts, etc.)
Service and Sales Integration
Enable field service technicians and contact center personnel to more thoroughly service their accounts while driving revenue in the process (i.e., through new opportunities for selling, upselling and cross-selling the company’s products, services and consumables).
Regulatory Compliance (where applicable)
By facilitating compliance with applicable regulations and guidelines related to electronic records, signatures and reporting, etc.