For banks and banking equipment and information technology firms that operate and maintain a network of automated teller (ATM) and cash dispensing machines, Astea Alliance provides a comprehensive set of integrated business solutions that empower strategic initiative while driving tactical execution.
Companies that install, repair and maintain banking equipment and associated information technologies such as automated teller machines (ATMs), banking kiosks, coin-counting machines, entertainment-service and gaming equipment, electronic voting terminals and other self-service terminals will be able to increase competitive advantage, top-line revenue and bottom-line profitability through a consolidated, shared, enterprise solution.
Increased helpdesk/contact centre effectiveness:
Increase call handling efficiencies, first-call resolution rates and call avoidance rates, ultimately lowering service costs and raising customer satisfaction.
By arming users call centre personnel with the correct information – be it entitlement, configuration or marketing campaign data, user will be able to increase selling and cross-selling of products, consumables and additional services.
Superior field service efficiencies:
Leveraging comprehensive field service automation tools in the industry, field force capacity utilisation can be optimised, resulting in significant operational efficiencies. User’s field technicians will be empowered to increase revenue generation and recovery.
By streamlining the invoice process, the user will be able to shorten billing cycles, lower their day sales outstanding and manage cash flow more effectively. By streamlining and managing service inventories such as trunk stock, more effectively, the user will be able to see inventory cost reductions.
Comprehensive contract and warranty management:
Helpdesk and field technicians can quickly verify customer and vendor entitlements, eliminating the costs of providing parts and services not truly due per warranty or contract, while ensuring that all vendor claims are quickly processed and accounted for.
Field technicians and management can be certain that Service Level Agreements (SLAs) are planned for and met, ensuring commitments to the customer are honoured and revenue is not lost.
Astea Alliance addresses the complete service lifecycle, from lead generation and project quotation, to service and billing, through asset retirement. It integrates and optimises critical business processes for Contact Center/Help Desk, Field Service, Professional Services, Depot Repair, Logistics, and Sales and Marketing.
For over 26 years, Astea has been committed to helping banking equipment and IT organisations maximise the value of their service operations.