Astea’s COO Explains: How to Use the CX to Boost Profits
Knowledge Management from Astea Alliance Enterprise empowers each of your team members with the embedded and searchable resources they need to complete each task. Real-time mobile access to assets like case resolution notes, annotated photos, product manuals and technical support documentation helps users quickly find the information they need both online and offline. The Alliance platform provides advanced functionality for entering queries and navigating results, while effortlessly managing data storage and synchronization, so your entire workforce can:
We know that everyone involved in the service delivery lifecycle needs instant, searchable knowledge access. That’s why searchable knowledge bases can be found throughout the Alliance service lifecycle management suite, giving customers, technicians, dispatchers, and managers access to shared knowledge.
With Alliance Knowledge Management, helpful resources are available not only to field service technicians, but also to back office, third party and contingent workers, as well as customers. Connect your entire workforce and enable your customers to access helpful resources, enter their own work orders when self-service is not enough, and add to the knowledge base by registering warranty information.
When files and resources are not enough, collaboration between team members can often help diagnose problems and resolve customer issues without the need for additional service appointments. With collaboration tools on Astea Alliance, the most connected field service management and mobility platform, your company can:
Collaboration tools and capabilities on the Astea Alliance platform include in-platform messaging and chat tools with conversation archives, as well as augmented reality capabilities allowing technicians to launch an interactive video session from any connected location to get the assistance they need. By eliminating the need for outside messaging, phone calls or resources, you eliminate operational silos and maintain your team’s knowledge base on one seamless platform.