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Improved service levels - a distinct advantage

Supplier: Astea International
03 February, 2010

More and more companies are coming to the realisation that service can be a revenue generator and provide a distinct competitive advantage.

In fact, in many industries, service is a larger revenue opportunity than the product itself. Complete charge capture, up-selling and cross-selling other products/services, as well as increasing technician throughput, are just some of the ways that organisations can boost overall revenues leveraging Astea's service management solution.

Complete charge capture of service delivery

  • Astea Alliance enables the complete capture of all parameters involved in delivering service (parts, T&M, expenses, ancillary services, extended warranties, etc.) ensuring that no billable charges are lost or overlooked, ultimately improving invoicing accuracy.
  • As soon as technicians close a call, and capture customer’s electronic signature that data can be immediately sent to the central billing system – streamlining and compressing Days Sales Outstanding (DSO).

Maximize cross-selling and up-selling opportunities

  • By leveraging Astea's web-based customer self-service portal in conjunction with its dynamic self-learning knowledgebase, companies can offer new products/services at every customer interaction, boosting revenues without increasing costs.
  • Astea's intelligent automation along with its robust product information management repository promotes the cross-selling and up-selling of products/services by prompting/alerting field technicians and call center support of potential sales opportunities (contracts/warranty expirations, aging equipment, ancillary accessories, add-ons) at the time they are interacting with the customer.

Leverage service as your competitive advantage

  • With Astea's unique business intelligence capabilities companies can identify, monitor, and track opportunities to offer customized and global service agreements based upon usage levels – maximizing revenues and meeting customers' unique needs.
  • Astea Alliance supports the ability to deliver proactive rather than reactive personalized service, at an affordable price, empowering you to exceed customer expectations and generate repeat sales.
Source: Company