Recent research conducted by The Service Council indicates that services executives have turned their attention away from cost-cutting initiatives they were forced to implement over the recent recession years in exchange for the more positive strategy of managing revenue growth in the expanding global services economy. Nearly two-thirds (63%) of respondents expect their services-related revenues to increase through the course of the year, and almost everyone (94%) agrees that they do not expect revenues to recede in 2013. A majority of services executives also have specific plans this year to use their expanding revenue base to strengthen their respective services operations. Almost two-thirds (62%) plan to leverage their already strong internal service culture, coupled with their expanding revenue base, to focus on the following key outcomes:

• More satisfied customers
• Deeper partnerships with customers
• More consistent service performance and delivery
• Stronger competitive advantage
• Enhanced market image and reputation
• Healthier bottom line for the organization

Reaching these goals requires a comprehensive, structured, and well-coordinated approach to services management and this, in turn, requires reliance on improved service management and delivery solutions that can only be enabled by the adoption of new technology. As a result, many are beginning to invest in new technologies to support the anticipated growth and keep the momentum going.

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From both the webinar and whitepaper, you will:

- Get updates on the latest trends
- See what your peers are doing to drive customer satisfaction, retention and overall profitability
- Walk away with new ideas for 2013 to help transform your service organization

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Service Revenue 2012
Service to Services:  Revenue and the Development of New Opportunities

It’s no secret that organizations are looking to their service business to drive more revenue.  Aberdeen’s State of Service Management: Forecast for 2012 (January 2012) revealed that revenue growth was the top goal for service businesses in 2012, as it was in 2011 for attendees at Aberdeen’s Chief Service Officer (CSO) Summit.

Leading service organizations are not only aggressive in setting revenue goals, but much more successful in attaining these goals via a combined focus on contract management, workforce empowerment, pricing optimization, organizational collaboration, and the development of new value-added services.  This document highlights the steps taken by these leading organizations to emerge as champions in the battle for service revenue.

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Companies with extensive experience in mobile app development for the service management market can foresee these pitfalls and offer complete solutions in a way that no in-house deployment ever could — simply because they have experience with issues you probably have not even considered and have staff whose only responsibility is developing mobility software.

This white paper explores the considerations of ‘build versus buy’ to help your service organization achieve the most successful mobile deployments.

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For service organizations, the field continues to be a major proving ground in the quest for improved customer satisfaction, higher customer retention and increased profitability.  On average, as revealed in a recent field service survey of 220 organizations, 65% of incoming service requests require a field visit or dispatch.  Nearly 26% of these dispatches require secondary or additional follow up visits, thereby making the effective management of field resources and the overall field service organization extremely vital in the pursuit of service excellence.  For the Best-in-Class, field service management encompasses excellence in scheduling, planning, and overall workforce management.

This document will focus on the steps taken to put the right technician in place and provide an in-depth look into processes, procedures, and methodologies leveraged by Best-in-Class service organizations to attain service excellence.

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Over the last year, TSIA has sharpened its focus on field service operations, initiating additional benchmarking of key field service financial, quality, and operational metrics. The data is now becoming available, and it paints a worrisome picture of the current state of the industry: The average cost of an enterprise field service visit has now surpassed $1,000. With companies looking for ways to improve operational efficiency and lower costs, field service is poised to dramatically reinvent itself, leveraging innovative technology and approaches to change the way companies interact with customers in the field.

Not only can optimizing field service reduce costs, it also can enable a project to generate revenue. Field agents, with their face-to-face interactions with customers, have a major impact on customer satisfaction and incremental revenue. In this report, five critical areas of the end-to-end field service processes will be examined, with recommendations for short- and long-term optimization for each. Longer term options will include how innovative approaches such as cloud technology and mobile tools are helping companies make dramatic improvements to productivity and cost.

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Astea International Inc. (NASDAQ:ATEA), the leader in service lifecycle management and mobility solutions, announces that Brains II, Inc., a leading provider of manufacturer-independent IT maintenance services, has selected the Astea Alliance solution suite to further streamline and strengthen their service business reinforcing their commitment to delivering superior service.

“Our ongoing success and competitive differentiation is built by delivering superior service at a lower cost,” stated Charles Hanna, President and CEO for Brains II. “We were looking for a robust and proven solution that could provide us with the integrated service delivery platform necessary to further improve our exemplary service capabilities. After an extensive and exhaustive search for a service management and mobile workforce management solution, we found that Astea’s deep domain expertise in conjunction with their robust solution offered the breadth and depth of functionality, on a single platform, that was the perfect fit for our organization’s needs.”

Brains II selected Astea for their extensive and proven experience, over 30 years, in developing and implementing global service management and mobility solutions to enterprise companies in the IT Services industry. Additionally, the Astea Alliance solution suite provides end-to-end service management & mobility functionality, incorporating industry best practices all on a single platform, with ease of integration to Microsoft Dynamics GP. Astea’s solution will provide Brains II with a comprehensive and robust mix of capabilities such as, mobile, field service, contact center, depot repair, customer self-service, sales order processing, marketing automation, logistics, third party vendor portal, professional services automation, knowledge management and performance management that will help to further drive and improve the efficiency and costs of service delivery as well as support their strategic growth and acquisition strategy.

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This document highlights key trends in the pursuit of service revenue and document practices relied upon by leading service organizations to capitalize on the goodwill and loyalty of their customer base.

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