Cumulocity, a global provider of ‘Internet-of-Things’ (IoT) software and solutions, and Astea International Inc., a leader in service management and mobile workforce solutions, have teamed up to offer end-to-end service management solution.
A press release said 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 analyse 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 organisation 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.