Cumulocity, the global leading provider of ‘Internet-of-Things’ (IoT) software and solutions, and Astea International Inc., the leader in service management and mobile workforce solutions, have teamed up to offer the most advanced and comprehensive end-to-end service management solution available today.
As service delivery grows more complex and competitive, companies committed to achieving service excellence are looking to take advantage of IoT technologies to collect, analyze and act on real-time information from smart assets in the field. This will move the traditional service delivery model beyond the simple alert-dispatch-repair applications to a more proactive, predictive outcomes-based service model.
Cumulocity’s award winning IoT Platform enables companies to collect and analyze information in real-time from connected, smart assets and equipment. It also provides full remote control and management capability enabling for example remote configuration, software update or restart of any equipment. The integration between Cumulocity and Astea seamlessly links the assets in the field to the resources in the service organization so that they can 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.
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.
“Cumulocity provides a complete solution for connecting smart assets and analyzing the information in real-time to turn it into intelligent actions. This ability to turn data into action is what creates real business value and 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.
Deb Geiger, VP Global Marketing, Astea International, said:
“Our customers are demanding greater responsiveness, improved first-time fix rates, and guaranteed equipment uptime. The next generation of service delivery will be more proactive/predictive instead of primarily reactive.”
“To fulfil this vision, we have selected Cumulocity as our strategic IoT platform and are excited about the opportunities this collaboration brings to our customers,” she continues.