Astea Alliance is a hybrid field service management suite that provides large businesses tools and functionalities, which help them to manage their customer service delivery and interactions. It offers features in service lifecycle management, from the initial customer call to the closing of work orders, customer invoicing and product replacement. The solution can either be deployed on-premise or hosted in the cloud.
Astea Alliance can be tailored to suit different businesses in industries like baking, control and instrumentation, imaging, information technology, HVAC and more.
Astea Alliance's modules include customer management, service management, asset management and mobile workforce management, with workforce scheduling capabilities and both forward and reverse logistics management. These integrated modules, which share and leverage information throughout the service lifecycle can be bought as stand-alone entities or as a part of the suite.
Support is offered via phone, email, livechat and other online resources.
Lisa from Scientific Games
Specialty: Information Technology
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.
Keeps kicking me out 20 to 30x a day. I try to complete my service calls and have to wait to log back in.
Wait till they fix the bug. Other than that, I like it.
Can be very good to businesses who are documenting service tickets but for large scale companies, I would not recommend due to reliability.
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
Employees number: 201-500 employees
Workforce management and scheduling/dispatch in a single system of record has reduced costs in our organisation.
Ease of configuration and customization (e.g. the ability to easily add fields and functions the service order UI).
The lack of ability to create user generated reports across different (e.g. combine data from service orders, activities and checklists).
It was a great exercise in what not to do.
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.
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
The benefits of Astea include real time inventory, Field Service accuracy, and a solid view of the customer activity.
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.
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
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.
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.
Full digitial service management process.
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.
The split between the mobile client and employee portal.
The "ERP look&feel".
Features within the self service portal.
Too early for me to give feedback.
Search capabilities. Flexibility to support multiple business rules. Technical tools such as Escalations and imports to extend capabilities.
Ongoing intermittent issues and Inability to troubleshoot. Only been using Astea for less than a year so still learning capabilities.