Astea International

Astea Alliance


3.5 / 5
20 reviews

Who Uses This Software?

Designed for service organizations with 50+ technicians that need a comprehensive solution that supports the entire service lifecycle to drive exceptional customer service, higher profit and growth.


Average Ratings

20 Reviews

  • 3.5 / 5
    Overall

  • 3.5 / 5
    Ease of Use

  • 3.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Astea International
  • www.astea.com
  • Founded 1979
  • United States

About Astea Alliance

Best for companies with 50+ field technicians, Astea Alliance is a comprehensive field service management solution that covers the entire service lifecycle including: customer, service and asset management; forward and reverse logistics and mobile workforce management. Winner of Frost & Sullivan's 2017 Mobile Workforce Management Award and named by Gartner as one of the few end-to-end field service solutions, it offers broad and deep product functionality that is unmatched in the industry.


Astea Alliance Features

Vendor has not completed this information.

  • Billing & Invoicing
  • Contact Database
  • Contract Management
  • Dispatching
  • Electronic Signature
  • Inventory Management
  • Mobile Access
  • Payment Collection in the Field
  • Quotes/Estimates
  • Routing
  • Scheduling
  • Service History Tracking
  • Time Clock
  • Work Order Management

Vendor has not completed this information.

  • Billing & Invoicing
  • Call Center Management
  • Contract Management
  • Customer Database
  • Inventory Control
  • Job Management
  • Job Tracking
  • Mobile Access
  • Routing
  • Scheduling
  • Self Service Portal
  • Service History Tracking
  • Technician Management
  • Work Order Management

Vendor has not completed this information.


Astea Alliance Reviews Recently Reviewed!


Capterra loader

Astea Alliance Review

Nov 27, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like all of the information that is available related to each specific job. We use Astea Alliance for "break-fix" or "service" jobs, which are smaller jobs. I working as an Accounting Specialist and I bill several of these jobs in Astea every day. I enjoy being able to see location information for the project, the price of services and material, all of the actions that have been taken during the lifetime of the project, etc. We also use the attachment function a lot to provide backup documentation for the project.

Cons: My least favorite part about this software is that the search functions can be a little finicky and you have to be very specific with what you are searching for when using the search function in Astea.

Overall: Overall, I would recommend this product to other businesses. It is a great tool to track employee hours, material prices and so much more relating to jobs.

Capterra loader

Great all in one product.

Nov 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The Astea Enterprise product is a huge leap in automation for our company. The advanced workflow application saves our team members times as we can automate tasks that our team would normally do manually. The customization support allows us to set the application up in a way that is easy for our team members to learn.

Cons: The only complaint I would have is about the new Manager Workbench. It is rather slow, and missing some features for our dispatchers to properly use it correctly. This is a new feature so I am sure that Astea will be adding more options soon.

Overall: I have worked with many companies, but nobody has provided the exceptional support that Astea has. Our project manager is extremely dedicated, and their development team has been able to create customizations that we were told by others was not possible. They have always been able to help us quickly, and resolve any issues we have had.

Service Order Module within Astea Alliance

Dec 03, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Workforce planning with the dispatching console in ASTEA is a very self-explaining tool.

A perfect visualization of the workorder status, travelling allows to plan highly efficient.

Service Contract Setup is extremely flexible. Once set up, pricing is completely automised.

Cons: The system speed is someties very slow. Especially in Australia.

The pages are sometimes overloaded with fields and buttons that are required in only 10% of all processes.

Overall: The service module in ASTEA covers all scenarios you could have in workforce planning, billing, invoicing and inventory management.

Been Great for Us

Nov 30, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: ASTEA Alliance allows for multiple options and good functionality when it comes to meeting the needs of our business. We are able to quickly implement changes and give our field personnel additional features to meet internal and external customer needs.

Cons: We had some bugs initially when upgrading to a new version. The support for the resolution of these issues could have been faster.

Overall: Coming from an organization that had an outdated service platform...ASTEA has been amazing. We are able to manage customer information, technical information, logistics, and call routing all from one place.

Reliable, easy to use software.

Jan 15, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Astea has some powerful background processes that has allowed us to reduce order turn dramatically and reduce inefficiencies dramatically. The data held in the background is solid, which has enabled more accurate reporting.

Cons: Occasionally the service processes running on the server will run away with themselves, leading to RAM bottlenecks that degrade server performance. Records can lock the user updating them into the service order and not release them correctly, leading the record to not be usable before an Administrator has intervened.

Capterra loader

Support is good during our current implementation.

Jan 23, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Astea Alliance is easy to use and provides a full picture of the customer and all activities. The mobile application has made the field service function fast and easy. Astea team is easy to work with and very helpful.

Cons: I feel it takes too long to get a customization through the process. Would like to see a quicker turnaround time in changes made to the software.

Overall: The benefits of Astea include real time inventory, Field Service accuracy, and a solid view of the customer activity.

National Service Director

Dec 04, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Flexibility

Informational retrieval

PM batching

Exporting features

Cons: Mobile (we need to upgrade to 14.5)

Core reporting

Certain modules navigate differently

Upgrade complexity

Overall: Painful to get started, but, provides great insights into service events. We were not able to fund a dedicated implementation team which was not clearly communicated prior to purchase. Four years into our implementation, we are finally getting the ROI we had hoped.

My Astea Alliance Review

Nov 30, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: What I like most about this software is that it increased our productivity and allowed us to track our customer calls/issues as well as our installed equipment.

Cons: Least likable quality is when one experiences errors within the software, the explanation is not always clear to resolve the problem.

ASTEA Review

Nov 30, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Very functional and higly configurable and supports our overall service operations

Cons: Too many configurable functions makes it slightly difficult to setup and utilize

Overall: Dispatching functionality plus overall service management are excetpational however typical sales functionality is lacking.

After customization the application is very powerfull.

Jan 11, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like most that the application follows the ITIL approach.

Also very helpfull is the embedded BI.

The split of functionalities into modules.

The user friendly mobile client and a "fully digitalized service management process" from call logging to invoicing.

Cons: The split between the mobile client and employee portal.

The "ERP look&feel".

Features within the self service portal.

Overall: Full digitial service management process.

Working mans software

Nov 30, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Astea is a good system to dispatch and schedule "break fix" service calls.

Cons: The system is not great at scheduled maintenance and inspections.

Overall: The Astea team has been good to work with and are always looking for new advancement ideas for the system.

User Review

Nov 30, 2018
3/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: MANY features and capabilities. More than I as a user will ever need.

Cons: There's way too many steps required to complete necessary tasks.

Overall: MANY features and capabilities - AWESOME! But there's way too many steps required to complete necessary tasks.

Our engagement with Astea and the result of our implementation has all been very positive.

Apr 13, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of configuration and customization (e.g. the ability to easily add fields and functions the service order UI).

Cons: The lack of ability to create user generated reports across different (e.g. combine data from service orders, activities and checklists).

Overall: Workforce management and scheduling/dispatch in a single system of record has reduced costs in our organisation.

Decent software for documenting our tickets but can be improved

Apr 30, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

Pros: Can be very good to businesses who are documenting service tickets but for large scale companies, I would not recommend due to reliability.

Cons: As stated above, there was some reliability issues with the software. It was down quite often and we had to enter in all of our documentation again and it was a hassle. For a serious large scale usage, I would recommended another tool

Business Analyst to support Astea and provide IT support.

Jan 10, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Search capabilities. Flexibility to support multiple business rules. Technical tools such as Escalations and imports to extend capabilities.

Cons: Ongoing intermittent issues and Inability to troubleshoot. Only been using Astea for less than a year so still learning capabilities.

Overall: Too early for me to give feedback.

Astea Alliance Debacle

Jan 23, 2018
1/5
Overall

1 / 5
Ease of Use

1 / 5
Features & Functionality

1 / 5
Customer Support

1 / 5
Value for Money

Pros: The software has some features that could make it a huge asset to business. It offers multiple modules to cover a variety of scenarios and processes for daily business.

Cons: The product was unreliable and and could not perform to a level that would benefit our organization. Customer service was poor, and excuses from Astea were plentiful. It was a painful experience that we devoted a huge amount of resources to with no return on our investment. We ended up resorting to a different software.

Overall: It was a great exercise in what not to do.

Good Application

Nov 30, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: Customization and scale ability make this a very flexible and capable program.

Cons: Some functions are overly complicated requiring too many "clicks" to accomplish a simple task.

Keeps kicking me out

May 08, 2015
3/5
Overall

2.5 / 5
Ease of Use

3.5 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: I do like this product. My note 4 went thru updates. After that I get kicked out of this app up to 30x a day. It's a pain when I'm trying to complete service calls.

Cons: Keeps kicking me out 20 to 30x a day. I try to complete my service calls and have to wait to log back in.

Recommendations to other buyers: Wait till they fix the bug. Other than that, I like it.

Jul 22, 2018
3/5
Overall

May 31, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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