Astea Alliance Enterprise is an end-to-end field service management (FSM) and mobility platform that provides large and enterprise service companies with functionality to support the full service lifecycle, from the initial customer call to the closing of work orders, customer invoicing and asset retirement and product replacement. The solution can be deployed on-premises or hosted in the cloud.

Alliance Enterprise can blend planning and optimization of break/fix, preventative maintenance, predictive, project-based and remote service work orders across a native (W2), third party and contingent workforce.

Astea Alliance's modules include customer management, service management, asset management and mobile workforce management, with workforce scheduling capabilities, forward and reverse logistics management, project management, depot repair and more. These integrated modules, which share and leverage information throughout the service lifecycle, can be bought as standalone entities or as a part of the suite.

Support is offered via phone, email, live chat and other online resources.

Operational dashboard
Operational dashboard
Operational dashboard
Warehouse
Warehouse
Customer portal dashboard
Customer portal dashboard
Homepage
Homepage
Vendor mobile view
Vendor mobile view
Mobile work list
Mobile work list

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10



10 Reviews of Astea Alliance

Overall rating

3.5 / 5 stars

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Number of employees:  11-50 employees

Ease-of-use

Functionality

April 2018

Decent software for documenting our tickets but can be improved

Pros

Can be very good to businesses who are documenting service tickets but for large scale companies, I would not recommend due to reliability.

Cons

As stated above, there was some reliability issues with the software. It was down quite often and we had to enter in all of our documentation again and it was a hassle. For a serious large scale usage, I would recommended another tool

Jaime from Redflex

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Our engagement with Astea and the result of our implementation has all been very positive.

Workforce management and scheduling/dispatch in a single system of record has reduced costs in our organisation.

Pros

Ease of configuration and customization (e.g. the ability to easily add fields and functions the service order UI).

Cons

The lack of ability to create user generated reports across different (e.g. combine data from service orders, activities and checklists).

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

January 2018

Astea Alliance Debacle

It was a great exercise in what not to do.

Pros

The software has some features that could make it a huge asset to business. It offers multiple modules to cover a variety of scenarios and processes for daily business.

Cons

The product was unreliable and and could not perform to a level that would benefit our organization. Customer service was poor, and excuses from Astea were plentiful. It was a painful experience that we devoted a huge amount of resources to with no return on our investment. We ended up resorting to a different software.

Deb from Park Place Technologies

Ease-of-use

Value for money

Customer support

Functionality

January 2018

Support is good during our current implementation.

The benefits of Astea include real time inventory, Field Service accuracy, and a solid view of the customer activity.

Pros

Astea Alliance is easy to use and provides a full picture of the customer and all activities. The mobile application has made the field service function fast and easy. Astea team is easy to work with and very helpful.

Cons

I feel it takes too long to get a customization through the process. Would like to see a quicker turnaround time in changes made to the software.

Jody from Veritek Global

Ease-of-use

Value for money

Customer support

Functionality

January 2018

Reliable, easy to use software.

Pros

Astea has some powerful background processes that has allowed us to reduce order turn dramatically and reduce inefficiencies dramatically. The data held in the background is solid, which has enabled more accurate reporting.

Cons

Occasionally the service processes running on the server will run away with themselves, leading to RAM bottlenecks that degrade server performance. Records can lock the user updating them into the service order and not release them correctly, leading the record to not be usable before an Administrator has intervened.

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Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

January 2018

After customization the application is very powerfull.

Full digitial service management process.

Pros

I like most that the application follows the ITIL approach.
Also very helpfull is the embedded BI.
The split of functionalities into modules.
The user friendly mobile client and a "fully digitalized service management process" from call logging to invoicing.

Cons

The split between the mobile client and employee portal.
The "ERP look&feel".
Features within the self service portal.

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

January 2018

Business Analyst to support Astea and provide IT support.

Too early for me to give feedback.

Pros

Search capabilities. Flexibility to support multiple business rules. Technical tools such as Escalations and imports to extend capabilities.

Cons

Ongoing intermittent issues and Inability to troubleshoot. Only been using Astea for less than a year so still learning capabilities.

Lisa from Scientific Games

Specialty:  Information Technology

Ease-of-use

Functionality

May 2015

Keeps kicking me out

Pros

I do like this product. My note 4 went thru updates. After that I get kicked out of this app up to 30x a day. It's a pain when I'm trying to complete service calls.

Cons

Keeps kicking me out 20 to 30x a day. I try to complete my service calls and have to wait to log back in.

July 2018

Ease-of-use

Value for money

Customer support

Functionality

May 2017


Displaying 1 - 10 of 10 reviews