Astea Alliance is a field service management suite that enables enterprise-level companies to manage their customer service delivery using a single platform. The solution offers features in service lifecycle management, from the initial customer call to the closing of work orders, customer invoicing and product replacement.
Modules include customer management, service management, asset management, and mobile workforce management, with enhanced workforce scheduling optimization and both forward and reverse logistics management. The modules are available as stand-alone modules or together as a complete suite, and are integrated to share and leverage information throughout the service lifecycle, removing traditional barriers between the field and the back office.
Astea Alliance is suited for companies looking to manage mid-to-large-scale service operations such as field service, repairs, installations, and third-party contracting. The solution is a fit for many different verticals, with a focus on companies that market, sell, service and support assets.
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.
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.