Astea’s COO Explains: How to Use the CX to Boost Profits
For companies that sell and service Imaging equipment and consumables, Astea’s solutions provide a comprehensive set of integrated business solutions that empower strategic initiative while driving tactical execution. Companies that install, repair, and maintain imaging equipment – such as printers and plotters, copiers, photographic and optical equipment, and other document production equipment – will be able to increase competitive advantage, top-line revenue and bottom-line profitability through a consolidated, shared, enterprise solution.
Contracts can be structured in ways that best fit your business and the businesses of your customers. Meter billing, preventative maintenance and draw-down contracts are all easily managed. Field technicians and management can be certain that Service Level Agreements (SLAs) are planned for and met, ensuring mission-critical commitments to the customer are honored and revenue is not lost. Company representatives 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.
Enable field service technicians and contact center personnel to more thoroughly service their accounts while driving revenue in the process. By putting intuitive, easy-to-use sales tools into the hands of service employees you’ll open up new opportunities to up-sell and cross-sell equipment and consumables.
Increase call handling efficiencies, first-call resolution rates and call avoidance rates, ultimately lowering service costs and raising customer satisfaction. By arming your call center personnel with the correct information – be it entitlement, configuration or marketing campaign data – you’ll be able to increase selling and cross-selling of products and consumables.
Leveraging the most comprehensive field service automation tools in the industry, field force capacity utilization can be optimized, resulting in salient operational efficiencies. Your field technicians will be empowered to increase revenue generation & recovery. By streamlining the invoice process, you’ll be able to shorten billing cycles, lower your Day Sales Outstanding, and manage cash flow more effectively. By streamlining and managing service inventories, such as trunk stock, more effectively, you’ll be able to see inventory cost reductions.