Johannesburg, 17 Feb 2016
Bytes Managed Solutions implemented the Astea Alliance service management and mobile workforce optimisation platform in August 2015 to gain additional efficiencies, support the company's "green" initiatives by reducing paper, emissions and fuel costs, as well as to reinforce their commitment to superior customer service.
The implementation resulted in additional benefits, such as introducing standardised operating procedures, accelerating billing cycles, and providing employees and partners with real-time access to information, with the expectation of ultimately increasing revenues and boosting customer satisfaction.
Astea is a leader in service lifecycle management and mobile workforce solutions and the implementation will enable Bytes Managed Solutions (Bytes MS) with a comprehensive and robust mix of capabilities such as mobile workforce management, real-time scheduling optimisation, field service, contact centre, depot repair, customer self-service, sales order processing, logistics and parts management, third party vendor management, professional services automation, and performance management. The end-to-end solution will further drive and improve efficiencies and reduce the cost of service delivery supporting the organisations strategic growth and acquisition strategy.
"We are focused on providing innovative, value-added products, services and solutions to our customers. Our success is based on our customers' success. We are constantly looking at ways to drive positive outcomes for our customers that will support their service solutions and business objectives," said Fourie van der Merwe, Chief Operations Officer at Bytes MS.
"With Astea Alliance, we have gained a leading-edge, unified, robust, and user-friendly solution that will support our initiatives and grow with our business. The solution, which is rated by Gartner in their Magic Quadrant for Field Service Management, is based around service excellence disciplines and best practice experiences drawn from Astea's long and established history in the service marketplace and is uniquely positioned to meet our needs. The system will enable us to provide a shared service management system platform for the group," he added.
"Bytes is a leader in its field as a result of its commitment to delivering superior service to its customers, a commitment which is made possible by the company's continuous improvement of their internal processes," said Zack Bergreen, CEO of Astea International. "Bytes MS truly understands the strategic value that quality of service can have on overall profitability, customer satisfaction and retention as well as providing a distinct competitive advantage in the marketplace. We are extremely proud that Bytes and Altron has selected to partner with us to further automate and optimise their service operations."
Whether on-premises or in the cloud, Astea is the only global solution provider that offers all the 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 optimisation. Astea's solutions are seamlessly orchestrated to share and leverage information throughout the service lifecycle - removing the traditional barriers between the field and back office. With Astea's solution modularity, companies can introduce one module at a time or deploy a seamless information backbone across the entire service lifecycle continuum.
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