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Astea Alliance

Astea Alliance

3.7
(24)

The Astea Alliance suite of customer management software addresses the complete service lifecycle, from lead generation and project quotation to service and billing through asset retirement. This service business software integrates and optimizes critical business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, Sales and Marketing.

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Astea Alliance review by Christopher R.
Christopher R.
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"Great All Around Product"

What do you like best?

ASTEA allows my field service team to do everything that they need to get thorough the week. They can process work orders, order parts and supplies, talk to corporate, look up important account information...and the list goes on! ASTEA enables us to be nimble in a service environment that is under constant change.

What do you dislike?

I love the mobile component...but the desktop version that I use on a daily basis is complicated and not user friendly.

Recommendations to others considering the product

It's a great product. And it's highly customizable. I would have a dedicated resource for the first year after implementation that could collaborate with ASTEA and add / enable additional features and modifications. No matter how much you plan, after you go live you will realize you want or need more from the product.

What business problems are you solving with the product? What benefits have you realized?

Work orders can be created, executed and processed with ease allowing easy and fast invoicing of our customers and faster revenue recognition for us. Additionally, ASTEA has allowed us to collect LARGE amounts of data surrounding the execution of work which has led to numerous other process improvements.

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Astea Alliance review by Daniel K.
Daniel K.
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"Rough start, but has proven to be beneficial."

What do you like best?

The price, and customization has been the best part of the software. The Astea team has been very helpful in developing our requests. The price has also been a large part of the success in the company. We are saving an average of $440,000 a year compared to our previous software vendor.

What do you dislike?

Unfortunately the support has been the biggest issue. There has been many times where we need to contact our project manager from Astea in order to get our support calls answered. We have had cases opened for over a month without any action. On the positive side, when there is an emergency, Astea has been able to assist us quickly. Another area that needs improvement is the process for customizations. There are way too many steps involved in order to setup a customization. There are times where it can take over a month just to get the BRD and HLE settled. This has been a real problem because its a 4 step progress just to begin the development even if its a really quick fix, and it has caused major delays in our go live. Things are definitely getting better. We have been able to speed up this process working with our project manager (Who has been amazing, and the only reason we kept with Astea). If it wasn't for the support, and amazing commitment from Tom Horne, we would have switched to another vendor. We greatly appreciate everything he has done, and continues to do.

Recommendations to others considering the product

I would recommend Astea, but make sure you have a project manager for this process who can help you every step. Astea provides a great Customer exchange with other companies who use this product. This has been extremely helpful in exchanging ideas, and helping each other grow with the software.

What business problems are you solving with the product? What benefits have you realized?

We have been able to bring many other systems into Astea which has been beneficial. Astea has a broad application base which has saved us money, and provided a single environment for these. We have also been able to streamline our billing, and reporting which has proven very successful. Even though we had a rough start with the system, Astea has been able to assist us and get us on the right track. We have been able to condense 6 separate systems into one Astea environment.

What Field Service Management solution do you use?

Thanks for letting us know!
Astea Alliance review by Administrator
Administrator
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"Niche Product In Field Service"

What do you like best?

The Dynamic Scheduling Engine can assign service orders to field engineers based on a criteria such as SLA, proximity, skill, distance from the site and takes into account availability of the FE. Additionally, the ability to capture data in real time from your FEs as they travel and work allows for accurate analysis of FE capacity and utilization, which allows you to optimize your workforce.

What do you dislike?

In recent months Astea would appear to have had some resource issues and have had been slow on occasions to provide support to requests for help, and for consultation requests.

Recommendations to others considering the product

Understand your business and why you need to implement Alliance.

Is your management oversight structure educated on what Alliance is?

Are they commiitted to supporting the roleout and use of Alliance.

What business problems are you solving with the product? What benefits have you realized?

Workforce optimization. When configured, and very importantly, managed correctly, you can realize savings through reductions in your workforce while continuing to provide the same level of support.

Astea Alliance review by Administrator
Administrator
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"Long time user"

What do you like best?

The most important thing when we first got Service Alliance (way back when) was the fact that it was an integrated suite. No one else had the full suite of products in one program. But the thing that has been so very important to us now has been their ability and willingness to grow with us. We have changed a lot over the years and Astea has changed with us.

What do you dislike?

Some of the screens are very utilitarian. It's ok for some things, like call center entry, service call entry, etc. but when we have customer facing information the look and feel is too much like what our entry people use. Our customers not only want some simple way to view the open calls, etas and history, they also want it to be enjoyable. In the world of such wonder web page capabilities, it seems a bit :"old fashion."

What business problems are you solving with the product? What benefits have you realized?

We use Service Alliance to manage a Call Center, Field Service Group, an in house bench repair, and a parts department. We find that by using Service Alliance that our training of new people is very simple now. We have enough people that are ":experts" that it spreads the training roles around. The operations of using the system are easy. We also are able to track various situations when we need to and make adjustments to our policies when required.

Astea Alliance review by Brian C.
Brian C.
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"4 Years Post Implementation"

What do you like best?

Flexibility - Astea "out of the box" can be configured to address most field service needs, including calls managed through a technical support center.

Reporting (exporting) allows you to analyze service order history

What do you dislike?

Implementation was challenging, we did not hire a dedicated project manager, therefore, go live took almost one year.

Catalog/indexing when looking for a module or how to accomplish a task is cumbersome and, in some cases, the logic doesn't make sense.

Application support is difficult to obtain from the support line - often we're told we need to purchase consulting.

Recommendations to others considering the product

Dedicated project manager and post implementation SME.

What business problems are you solving with the product? What benefits have you realized?

PM Management

Service Order tracking

Parts management

History reporting

Astea Alliance review by Bjørn M S.
Bjørn M S.
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"Increasing service levels with Astea"

What do you like best?

Feature packed, with a lot of functionality that can be adjusted with parameter settings rather than customizations. Best of breed system that focus on service management.

What do you dislike?

We would really like to have better customization of the mobile clients. Price book should include the possibility of percent-based discounts.

What business problems are you solving with the product? What benefits have you realized?

We implemented Astea as a contract management and service tool. Creating, maintaining, and invoicing contracts took a lot of resources - now the processes are streamlined and we have cut manual tasks and followups with at least 95%. Astea make sure that all billable hours and materials are billed, while contract covered activities and materials are not billed

Astea Alliance review by Brian C.
Brian C.
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"Robust & Flexible"

What do you like best?

The Alliance "out of the box" is extremely flexible and, within reason, can accomplish any objective you would expect from a call management solution. The biggest benefit we've seen is field accountability and visibility of customer touch points.

What do you dislike?

Certain modules (tasks) are a bit awkward in both set up and usability, granted, we could purchase consulting services to determine if there is a better process. The mobile app, although configurable, is a bit rigid...however, we've been told it is vastly improved with the new release.

Recommendations to others considering the product

Dedicate/hire a project manager during the first two years.

What business problems are you solving with the product? What benefits have you realized?

Accountability, visibility, spare parts management, project management (ECO's), compliance, reporting, problem identification...Alliance has changed the way we deliver service to our customers!

Astea Alliance review by Brian K.
Brian K.
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"Astea Alliance Review"

What do you like best?

I likek the simplicity of the mobile application. Our technicians can easily enter their time, material and expenses in a easy and effective process.

What do you dislike?

The back office application can be improved with the same focus that mobile has with it's ease of use. There are many steps in the back office application to complete simple tasks like setting up a customer contract.

What business problems are you solving with the product? What benefits have you realized?

We have solved multiple problems with Astea Alliance:

1. Getting invoices out in a quick and effective manner.

2. Ensuring time sheets are correct.

3. Not missing preventative maintenance dates.

Astea Alliance review by User
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"Astea Alliance Review"

What do you like best?

Dispatch console has a lot of potential and is very useful. Although there are a lot of limitations. Not able to set colors, move jobs, etc, which would make this a better product.

What do you dislike?

Usability for user interactions. Activity lines all need to be assigned manually. Not able to drag jobs with multiple activities as one job. Assigning dates to activities is tedious at best

Recommendations to others considering the product

Everything needs to be customized from the programmers. Off the shelf products allow you to customize colors, and preferences, and Astea Alliance does not allow this.

What business problems are you solving with the product? What benefits have you realized?

Scheduling, billing, asset tracking, tech support

Astea Alliance review by Charles K.
Charles K.
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"Great product providing everything required in a service environment "

What do you like best?

Amazing BI and report capabilities, keeping track and on top of field engineers, their associated costs and keeping customers happy.

What do you dislike?

Financial capabilities is a bit restrictive and needs more functionality and stability.

Recommendations to others considering the product

Take it for a test run, it is worth the time

What business problems are you solving with the product? What benefits have you realized?

Keeping track of engineer and customer usage costs. Efficient control of field personnel. Assisting in keeping track and controlnof all facets of the device environment.

Astea Alliance review by Brian Y.
Brian Y.
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"Powerful Service Software"

What do you like best?

Astea Alliance software offers fantastic performance and ability to stay connected for Service Engineers working at customer sites.

What do you dislike?

Back office can be overly complicated and inflexible.

What business problems are you solving with the product? What benefits have you realized?

In implementing Astea Alliance we are able to more closely track productivity and cost of service, this is enabling us to offer improved service to our customers.

Astea Alliance review by Matthew N.
Matthew N.
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"My experience has been mostly positive."

What do you like best?

I like the simplistic and easy process of installing application upgrades.

What do you dislike?

I dislike that their developers are located in Israel, so their hours of operation do not match ours in the US.

What business problems are you solving with the product? What benefits have you realized?

It has eliminated the need for paper for the technicians, and also cut don considerably on fuel costs.

Astea Alliance review by Administrator
Administrator
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"Astea Alliance Version 11.5"

What do you like best?

This software helps connect the office and field, and controls our dispatch

What do you dislike?

Several parts of the system are not very intuitive. The system requires a good amount of memorization to complete daily tasks.

Recommendations to others considering the product

Keep native functions intact, trying to change the product to meet the companies existing process is a bad idea.

What business problems are you solving with the product? What benefits have you realized?

keep all service and Inspection contracts in one place. better control of daily time management of field crews

Astea Alliance review by Leon R.
Leon R.
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"Astea review"

What do you like best?

Ability to use on the road, real time working.

What do you dislike?

Sometimes it has to be reloaded to get all done

Recommendations to others considering the product

Some improvement on reliability

What business problems are you solving with the product? What benefits have you realized?

Working with user in real time, resolving tickets, finding location and users details

Astea Alliance review by Martyn M.
Martyn M.
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"Astea Review"

What do you like best?

The flexibility of the application. the ability to use multiple devices in the field. the ability to integrate with customers.

What do you dislike?

Support turn around time-frames is very slow. Contract set ups.

What business problems are you solving with the product? What benefits have you realized?

integration with customers, automation of dispatch.

Astea Alliance review by Ashwin B.
Ashwin B.
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"Astea Alliance"

What do you like best?

Good Customer support software. Automation and integration with backend erp and VOIP system

What do you dislike?

Internet explorer dependency. Due to which it is difficult to integrate with other web platform.

What business problems are you solving with the product? What benefits have you realized?

Better support for our products for our customers

Astea Alliance review by Steve Y.
Steve Y.
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"Still in the begining stages of using the application after many months of configuring."

What do you like best?

Good features on the mobile for the field team. We can track and monitor the field team. This puts more ownership on the field team to manage a service order.

What do you dislike?

Still too new to determine. We went live on Monday, but spent about 2 years in testing.

Recommendations to others considering the product

Configure properly for your business, but do NOT make customizations.

What business problems are you solving with the product? What benefits have you realized?

The ability to manage the field force.

Astea Alliance review by Greg D.
Greg D.
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"Flexible simple to use"

What do you like best?

Alliance is simple to learn and use whilst providing the requirements to run a complex service business.

What do you dislike?

The reporting is difficult and need a skilled person to manage.

What business problems are you solving with the product? What benefits have you realized?

Field service. Asset management.

Astea Alliance review by Administrator in Executive Office
Administrator in Executive Office
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"IT professional supporting Astea implementation, upgrades, and the business service organization."

What do you like best?

Astea Inc. has the extensive and deep understanding of service management business, and their product is full of features to support various lines of service management activities.

What do you dislike?

Some of the new functionality may not always be fully tested. Certain functionality around contract maintenance and billing or inventory management may not be in line with organizations' business practices.

What business problems are you solving with the product? What benefits have you realized?

Automation of the Call Center management, Field Service, Depot repair operations, mobile force management. Astea Alliance integrates these areas in one application.

Astea Alliance review by User
User
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"Mixed review"

What do you like best?

I like all the Data and reporting it allows you to do.

What do you dislike?

Fixes, improvements (BRD), questions all take a very long time. If you have a question on the system you have to wait for availability to answer your question.

Recommendations to others considering the product

User Testing is a must. Read the manuals they sometimes are faster to learn then waiting on support from Astea.

What business problems are you solving with the product? What benefits have you realized?

None yet. Live communication with the Field Tech.

Astea Alliance review by Administrator in Oil & Energy
Administrator in Oil & Energy
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"Excellent Service Management system"

What do you like best?

Astea is a fully featured service management system allowing us effectively manage our service contracts and servicemen deployment

What do you dislike?

Inadequate reporting on the version we are using (10.0). However I appreciate that later versions have a far superior reporting suite and we intend to migrate soon

Recommendations to others considering the product

Allocate sufficient resources to implementation

What business problems are you solving with the product? What benefits have you realized?

Astea was a replacement for an old in-house written system on a then non-supported hardware platform

Astea Alliance review by Administrator
Administrator
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content

"Business Systems Manager"

What do you like best?

powerful solution that cover most of our needs for the technical service department.

What do you dislike?

documentation for customer is not easy to get. releases are somewhat incomplete for customized customers solution

Recommendations to others considering the product

in houde documentation while deploying Astea is very important since is a vast solution

What business problems are you solving with the product? What benefits have you realized?

technical services parts inventory and service requests.

Astea Alliance review by Administrator
Administrator
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"Customer service"

What do you like best?

Good product, I like the FieldCentrix application better than Alliance.

What do you dislike?

Slowness of fixing issues, need more people to help support the customers. Resolve issues faster

Recommendations to others considering the product

Astea is a good company to do business with, like with all companies there are some issues.

What business problems are you solving with the product? What benefits have you realized?

Faster invoicing, payroll. Site and equipment history

Astea Alliance review by Administrator
Administrator
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"Decent Services"

What do you like best?

I like that we receive work that we wouldn't otherwise receive.

What do you dislike?

That the interface is confusing and their software doesn't always work. They're not great with PROMPTLY getting back to me on many issues.

What business problems are you solving with the product? What benefits have you realized?

More work. That's really it. We gain a few extra customers here and there.

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