Astea International, Inc.

Is your service organization looking for a more efficient way to meet or exceed your SLAs?

With one-fifth of the work orders not being completed on-time, service organizations are optimizing their scheduling and routing processes to enhance field service productivity. In fact, best-in-class firms are adopting a more strategic approach to field service by focusing on planning and forecasting field resources based on real-time updates to meet service demands.

Instead of simply assigning a technician to a work order based on territory allocation or availability, such companies are taking SLA requirements, customer preferences, traffic conditions, technician skill set, parts availability and precise technician location into account prior to dispatch resulting in

• 25% improvement in meeting SLA commitments
• 18% improvement in first call resolution rate
• 21% decrease in daily miles traveled per technician
• 33% increase in customer retention
• 21% increase in service profitability

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