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Astea International, the leader in service management and mobile workforce solutions, and Cumulocity, the global leading provider of ‘Internet-of-Things’ (IoT) software and solutions, have teamed up to offer the most advanced and comprehensive end-to-end service management solution available. The integration between Astea and Cumulocity will enable companies to offer new business models, shift from being reactive to proactive to predictive, increase revenues, and ultimately elevate customer satisfaction and retention levels.

Whether on-premise or in the cloud, Astea is a leading global solution provider offering all cornerstones of service lifecycle management: customer management; service management; asset management; forward and reverse logistics management; third party vendor management; and mobile workforce management with enhanced workforce planning, scheduling and optimization.

As service delivery grows more complex and competitive, companies committed to achieving service excellence require a comprehensive solution that delivers results. The availability of low-cost sensors, higher-bandwidth wireless networks, more robust batteries, cloud computing infrastructure, location-awareness technology, and analytics will move the traditional service delivery model beyond the simple alert-dispatch-repair applications to a more proactive, predictive outcomes-based service model. The connected, end-to-end solution will enable service organizations to immediately leverage the latest technology advancements to more accurately predict equipment failures, create usage-based maintenance schedules, reduce the number of truck rolls, improve inventory utilization, and meet greater service level agreement (SLA) commitments with fewer resources.

Rapid Results

Specific benefits for customers include:

  • Significantly lower service costs. Field and call center technicians are armed with the information they need to rapidly identify and resolve problems on the first contact.
  • Greater customer satisfaction & retention. Proactive problem detection often resolves issues before they affect the customer, dramatically increasing product uptime.
  • Increased service revenue. Rapid resolution and superior on-demand customer service drive opportunities for increased revenue through new service offerings and business models.

“Customers are demanding greater responsiveness, improved first-time fix rates, and guaranteed equipment uptime. These are areas where service organizations are competing to retain and grow business. The next generation of service delivery will be more proactive/predictive instead of primarily reactive,” said Deb Geiger, VP Global Marketing, Astea International. “Simply adding more data is not necessarily beneficial and can be somewhat overwhelming for many organizations. In order to leverage IoT technology, service organizations must marry that connectivity with robust service solutions and analytics. The data has to be accessed and processed in a useful and meaningful way by leveraging solutions that can combine data from connected devices with other valuable data sources in order to provide a higher level of intelligent automation via filters, triggers, workflows, alerts, and insights.”

“We are excited to be working with Astea as their strategic partner for IoT. With this integration, enterprise service organizations will be able to take advantage of real-time information provided by their assets in the field in ways that will improve service, reduce costs, and create new service revenue opportunities and differentiated offerings,” says Jari Salminen, Managing Director at Cumulocity.

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