22-23 Apr 2020
MELBOURNE CONVENTION & EXHIBITION CENTRE

Seamless end-to-end service management

Total Facilities exhibitor APi Group is focused on optimising building performance and driving better workplace performance, providing world-class customer experiences that differentiate.

What services do APi Group provide?

When it comes to life safety, every second counts. It’s critical to be able to access and deliver the right information to the responding field service engineer in a time of crisis. APi Group, Inc., a parent company to more than 40 independently managed life safety, energy, specialty construction and infrastructure companies, adopted Astea’s comprehensive field service management (FSM) software to optimise its workforce and deliver world-class customer experiences that set them apart in a saturated, competitive market. Similar to facilities management companies, APi Group is focused on optimising building performance and driving better workplace performance.

Improve Productivity and Streamline Processes

APi Group adopted  Astea’s Alliance Enterprise FSM platform to streamline its processes and empower its field service engineers. With a 360° comprehensive view, field engineers have access to customer service history, equipment repair records and service contracts and are able to ensure higher first time fix rates and provide the best possible service with the highest degree of professionalism.

“We achieved 25% higher productivity post-implementation of Astea’s Alliance platform.” – Julius Chepey, Chief Information Officer, APi Group, Inc.

Work orders could be populated quickly on a mobile device in the field, eliminating time spent on manual data entry while ensuring accurate data capture, greatly improving the work-life balance for the technician.

Leveraging Astea’s comprehensive FSM solution, APi Group optimised its field force capacity utilisation, resulting in salient operational efficiencies.

Increase Service Revenues and Profitability

Alliance Mobile Edge seamlessly connects field technicians with back office, management and dispatch providing them with the necessary tools and information to recognise and capture additional revenue opportunities such as up-sell and cross-sell products right on the job site.

“Astea helps us improve upon our service capabilities” – Julius Chepey, Chief Information Officer, APi Group, Inc.

Deliver World-Class Customer Experience

With Alliance, call center agents, dispatchers and field personnel are empowered with a 360 degree view of the customer and powerful automation capabilities, providing a more streamlined, consistent customer experience. Customers’ problems are now resolved faster than ever before through real-time access to a comprehensive view of all information required to support customers.

“We wanted to provide a world-class CX, from the initial call to service delivery through to invoicing, while finding the most efficient approach for the field technician experience and the back end processing. That’s what we’ve done thanks to Astea.” – Julius Chepey, Chief Information Officer, APi Group, Inc.

To learn more about how Astea can help maximise your building performance and deliver customer experiences that differentiate, visit them at Stand H37 at Total Facilities. Not registered to attend? Register for free online here.
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