Service Lifecycle Management Solutions

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Service Lifecycle Management Solutions

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Complete Visibility & Control of Your Service Supply Chain

The service landscape is shifting. Customer demands continue to increase.

It is no longer enough to just satisfy customers; instead we must learn ways to

continuously delight our customers.

More and more companies are coming to the realization that customer service is no longer just a cost of doing business but rather a great opportunity for revenue growth and competitive differentiation. In order to capitalize on this revenue generating opportunity, companies need to embrace and adopt a Service Lifecycle Management strategy. Adopting Service Lifecycle Management means that companies need to begin looking at the service opportunity as a lifecycle rather than an event or even a series of discrete events. Companies need to shift from being reactive to being proactive and protective of the customer and leveraging customer information to look ahead and manage the customer lifecycle.

An Integrated Approach

Breaking down the traditional barriers between departmental and enterprise systems is key to taking your enterprise to another level. World-class service companies know that an integrated approach that ties call centers, depots, field service, sales and office personnel together provides the most value to their customers. With Astea’s portfolio of solutions we can provide the comprehensive service lifecycle management information backbone that you need to survive in this competitive and dynamic environment.

Scalable, Open and Modular

Introduce solutions one area at a time or deploy as a seamless information backbone across the entire service lifecycle continuum. Eliminate the patchwork of disparate systems that can hamper your ability to provide best-in-class service due to the “siloing” of vital customer information.

With our open and scalable architecture you can easily leverage your existing and future technology investments.

Real-Time Performance Management

Unify your information for a 360º view of your customer and your business. Our unique capabilities help you conveniently and effectively measure, predict, plan and optimize your overall Service Lifecycle Management strategy. With personalized, multi-dimensional views, easy-to-assess dashboards and proactive alerts, you get the insight you need to increase competitiveness and profitability, drive stakeholder value, and mitigate business risks.

Unmatched Experience & Expertise

Leading organizations around the world are running their service lifecycle business on our solutions. An innovator and thought leader since 1979, we are the company to turn to when operational excellence and delivering best-in-class service are your objectives.

Breaking Down the Barriers… A Fundamental Competitive Advantage

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The Service Lifecycle

From the initial customer call to the closing of work orders, customer invoicing and product replacement, every step in the service lifecycle process represents an opportunity for improving customer satisfaction, reducing costs and increasing revenues. In order to deliver best-in-class service, you need seamless continuity and visibility of every interaction with the customer. Critical customer information must be shared and

instantly available to every one in the organization that touches that customer. You can manage the entire service lifecycle with a single provider — Astea.

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Customer Management

When it comes to managing the relationship with your customer, you cannot afford to leave things to chance.

Empower your organization with a multi-channel service and support infrastructure to manage the entire sales, marketing and customer relationship management process with greater efficiency and ease.

• Multi-Channel Interaction

• Customer Self-Service

• Call Center

• Marketing Automation

• Sales Force Automation

• Quotation Management

• Order Processing & Management

• Advanced Pricing & Contract Management

• Offer Management

• Scheduling & Appointment Booking

Service Management

Now, you can get the tools you need to deliver superior service with lower operating costs. Astea solutions automate the entire service process enabling your agents and technicians to not only meet, but exceed customer expectations by empowering them with information that is accurate and actionable. You can have the breadth and depth of capabilities to manage your service operations and ensure that the right people with the right parts, skills and tools fix the job right the first time.

• Spare Parts Management

• Contract & SLA Management

• Warranty & Claims Management

• Advanced Pricing

• Returns /Exchange Management

• Preventive, Corrective & Condition-Based Maintenance

• Real-Time Scheduling

• Appointment Booking

• Preference & Skills-Based Routing

• Time, Labor & Material Tracking

• Mobile Field Service

• Project Management

Astea Solutions: Service Lifecycle Management

Astea International is the only solutions provider to offer all the cornerstones of service lifecycle management, including customer management, service management, asset management, reverse logistics management and mobile workforce management. This comprehensive approach provides unmatched expertise in service lifecycle workflow and integration needs throughout the service continuum. Astea’s solutions empower your team by making more actionable data readily accessible, providing the agility you need to achieve sustainable value in less time, and successfully compete in a global economy.

We are in a unique position to help you optimize operational and financial outcomes.

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Asset Management

By leveraging Astea’s single, robust platform you can achieve greater efficiency and optimize the return on your assets. With a more integrated and collaborative approach you can develop and manage preventive, predictive, routine and unplanned maintenance for your assets all while reducing costs and increasing asset utilization.

• Asset History

• Contract Management

• Inventory Management & Tracking

• Preventive & Corrective Maintenance

• Condition-Based Maintenance

• Depot Repair Management

• Equipment Management

• Equipment Metering

• Purchasing

Reverse Logistics Management

Effectively manage the entire return process lifecycle across multiple channels — from return/exchange authorization through to repair, refurbish or retirement. By optimizing your returns management process, you can increase customer loyalty, achieve higher asset recovery, maximize call center resources and streamline operations.

• Asset History

• Purchasing /Receiving

• Pick /Pack /Ship

• Repair Planning & Tracking

• Repair /Refurbish /Retire

• Distributed Depot Management

• Contract Management

• Inventory Management & Tracking

• Warehouse Management

• Workload Balancing

Mobile Workforce Management

Eliminate the manual inefficiencies and paperwork that can overwhelm your service technicians and your business.

With Astea’s mobile workforce solutions your field service personnel can now spend their time in the field better serving customers, generating new business, and increasing your bottom line. Proactively drive, manage and monitor your technicians through demand forecasting, workforce profiling and operational optimization.

• Time, Labor & Material Tracking

• Work Order Management

• Meter Reading

• Tools Management & Tracking

• Equipment Diagnostics

• Contract & SLA Management

• Customer, Asset & Service Histories

• Location Based Tracking

• Recommended Repair Guides

• Signature Capture

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Alliance Marketing coordinates campaign management through planning, execution and analysis improving the focus, effectiveness and time to implement marketing initiatives and increasing opportunities to generate revenue.

Alliance Sales consolidates and streamlines the selling of equipment and services, from quote generation through order processing, at all points of customer contact including inside and outside sales, contact center and field service sales.

Alliance Order Processing increases revenue by expanding opportunities for customers to purchase products and services, enabling representatives to quote and close sales during any customer contact as well as process returns.

Alliance Contact Center provides an integrated, multi-channel, inbound/outbound interaction hub between your organization and the outside world. Aside from more efficient customer service and higher levels of customer satisfaction, it can also reduce overhead through improved first-call resolution rates and shorter service call

handling times.

Alliance Field Service incorporates robust contract management capabilities to improve field service delivery, time and expense capture, customer billing and aftermarket sales. User-defined workflow processes streamline

management of information, people and material assets while enforcing your company’s rules of engagement for customer satisfaction, cost control and revenue generation.

Alliance Depot Repair builds customer loyalty and revenue efficiencies when equipment service is most vulnerable to revenue leakage. It automates tracking through equipment calibration and repair chains, including merchandise ownership, location, repair status and warranty coverage.

Alliance Logistics & Reverse Logistics enables equipment service organizations to control inventory costs, manage assets and implement proactive strategies. Streamline processes to shorten cycles from inventory purchases to usage and then customer billing, further aiding cash flow.

Astea Alliance

The Astea Alliance suite supports the complete service lifecycle, from lead generation and project quotation to service and billing through asset retirement.

It seamlessly synchronizes and optimizes critical business processes.

With Astea Alliance, companies can drive even higher levels of customer satisfaction with faster response times and proactive communication, creating a consistent and highly personalized experience at every touch point.

Alliance Professional Services streamlines business processes for professional services delivery, including resource planning and allocation, demand fulfillment, workflow management, time and expense reporting, contractor and vendor invoice processing and customer billing.

Alliance Mobile replaces paper-intensive, manual field service processes with standardized, automated and streamlined operations. Your global mobile workforce is empowered with wireless access to the real-time information they need to eliminate inefficiency, enhance customer service and improve service margins and contract profitability.

Alliance Customer Self-Service lessens dependence on sales, contact center and service staff to conduct transactions that customers can perform faster themselves over the Web. It also provides another channel to promote and sell more products and services to your existing base.

Alliance Dynamic Scheduling Engine combines innovative performance with truly dynamic capabilities to provide real control in real time. By optimizing and balancing the complex tradeoffs between service cost and level of service, this innovative technology helps you improve efficiency, accuracy and profitability.

Alliance Studio provides powerful tools to customize Astea Alliance to your company without touching source code. Easily define and update business rules, screens, menus, defaults, alerts and more. Add new functionality with user-defined fields or entire screens.

Alliance Links minimize the time and costs to integrate Astea Alliance with hundreds of third-party products. This interoperability extends operational efficiencies and coordi- nated customer focus to more business processes, further increasing your ROI in Astea Alliance and other existing or future applications.

Alliance Business Intelligence offers an instant 360°

web-based view of your business. This unique resource helps you conveniently and effectively measure, predict, plan and optimize your overall Service Lifecycle Management strategy.

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FieldCentrix

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Enterprise

FieldCentrix Enterprise is an application suite that seamlessly links process, people, parts and data through workflow software, real-time wireless and Web communications, and mobile devices. It eliminates the costs and inefficiencies of paper-based operations, optimizes service resources and provides standardized practices to support business improvement and fast deployment. It also easily integrates into your existing environment to create a solution that maximizes service margins and offers immediate bottom-line results and a quick ROI.

FX Mobile leverages the latest advances in wireless and workflow technology to optimize field service processes.

Communicating with the office, receiving and completing work orders, and submitting service tickets and time sheets are all done electronically using a wireless-enabled mobile device. Service engineers are armed with all the information they need to complete a service or maintenance job.

Work orders are sent wirelessly from the office and include customer account and job site information, equipment history and contract and warranty data — onsite, at the stroke of a key.

FX Service Center gives you unprecedented, global control over your entire field service operation and helps you efficiently handle call taking and escalation; field service worker scheduling and dispatching; contact management;

work order and time sheet management; service contract, SLAs and entitlement management; resource and material tracking and planning; pre-invoicing and reporting.

FX Mobility Express is a toolkit to build mobilized applications for your field workforce. Building applications with FX Mobility Express provides you with a cost-effective way to create powerful solutions that fit your unique business requirements on top of a tried and tested platform

— a platform built from years of mobile and wireless technology experience and proven by thousands of users worldwide.

FX e-Service provides a dynamic customer self-service portal that links directly from your Web site. Now your customers can request service and access work order status over the Web, 24 hours a day, seven days a week. When integrated with FieldCentrix FX Mobile^® software, it provides the unique capability to truly deliver real-time information from the point of service to your customers.

FX Resource Utilization is a strategic workforce modeling tool for accurately planning, tracking and analyzing service resources in real-time. It provides an easy and automated way to size, manage and report on resource capacity and utilization across the enterprise to determine how to best deploy resources, cost-effectively balance workloads and service engineers, and still make sure all service level commitments are met and contracts remain profitable.

FX Fleet Manager gives you better control and management of your field operations and allows you to make decisions that will increase profitability, reduce service costs, enhance customer responsiveness and satisfaction, and improve productivity and efficiency through accurate GPS location tracking of mobile resources; clear visual representation on a detailed map along with work order status and job site information;

event triggers that are programmable for each mobile resource; and exception reports to review out-of-norm conditions.

FX Exchange provides data transporting services that allow enterprises to quickly and easily integrate FieldCentrix Enterprise to existing legacy and business systems — including ERP and CRM systems — to get the most value from your field data.

FX Crossing Point is an integration connector that allows for the transfer of data for field mapping, data transformations and error handling. With FX Crossing Point integration is more streamlined and efficient, enabling rapid benefits by leveraging data from FieldCentrix Enterprise and other 3rd party applications.

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All other company or product names mentioned herein are trademarks or registered trademarks of their respective owners.

CORPORATE HEADQUARTERS (USA):

240 Gibraltar Road, Horsham, PA 19044-2306

[email protected] • +1.800.878.4657 • +1.215.682.2500 EUROPEAN HEADQUARTERS:

Trent House, University Way, The Technology Park, Cranfield Bedfordshire, United Kingdom MK43 0AN [email protected] • +44.1234.756.700

ASIA PACIFIC HEADQUARTERS (Australia):

118 Christie Street, St. Leonards, NSW 2065 [email protected] • +61.2.9436.0855

About Astea International

Astea International (NASDAQ: ATEA) is a global provider of service management software solutions that address the unique needs of companies who manage capital equipment, mission critical assets and human capital. With the acquisition of FieldCentrix, Astea complements its existing portfolio with the industry’s leading mobile field service execution solutions. Astea is helping companies drive even higher levels of customer satisfaction with faster response times and proactive communication, creating a seamless, consistent and highly personalized experience at every customer relationship touch point. Since its inception in 1979, Astea has licensed applications to companies, around the world, in a wide range of sectors including information technology, telecommunications, instruments and controls, business systems, HVAC, gaming/leisure, imaging, industrial equipment, and medical devices.

To find out more about Service Lifecycle Management Solutions for your business, contact Astea at [email protected], call 1-800-878-4657 or visit us online at www.astea.com.

www.astea.com