Johnson Controls Streamlines Customer Service Operations
17 May 1999
Johnson Controls Streamlines Customer Service Operations Through New ServiceAlliance(R) Module from Astea
HORSHAM, Pa., May 17 -- Astea International
announced that Johnson Controls, Inc. will implement the AllianceOrders(TM)
module of Astea's ServiceAlliance(R) software to support parts sales. Because
AllianceOrders integrates seamlessly with Johnson Control's current
ServiceAlliance applications, the new functionality will streamline the
ordering process for customers and increase the productivity of field service
and call center staff.
According to James Bohn, director of integrated customer solutions for
Johnson Controls, Inc., "Our goal is to exceed our customers' expectations and
this next phase of ServiceAlliance implementation will help us to achieve this
in a variety of mission-critical service environments everyday. Additionally,
AllianceOrders will be integrated with the Johnson Controls accounting,
factory ordering and material requirements planning (MRP) system packages. We
expect this initiative to improve invoicing accuracy."
ServiceAlliance is a customer relationship management solution that
centralizes, automates and accelerates customer service operations. It's a
tightly integrated combination of front- and back-office functionality
designed for optimal service support. It addresses customer requests; support
and helpdesk; contract; sales and service order management; pricing; inventory
management and logistics and billing. For mobile users, ServiceAlliance
offers wireless, browser-based Web access for field technicians and service
representatives, as well as a range of other advanced features.
The Customer Service Center (CSC), the "digital nervous system" of the
Johnson Controls Systems and Support Group's operations in Milwaukee, consists
of five distinct groups -- technical support, parts sales and inquiries,
remote building monitoring, after-hours support and service dispatching. More
than 100 employees receive in excess of 80,000 calls each month in the
different areas.
Kim Harman, manager of CSC Central Operations, notes that ServiceAlliance
has significantly enhanced operations within the CSC since the deployment of
AllianceCustomerSupport(TM), a part of the ServiceAlliance package, last year.
"Our customers benefit from streamlined data input and timely interaction
speed. With ServiceAlliance's common interface, information is entered once,
and no matter how many individuals and groups within the support center work
together on a request, the information is universal, consistent and accurate.
It also makes skills from one department easily transferable to another,
affording Johnson Controls greater flexibility in allocating CSC staff."
"One of ServiceAlliance's greatest benefits is its ability to eliminate
service and systems redundancies," said Bohn. "Previously, we had different
non-interfacing systems. ServiceAlliance uses one common language across the
board, which eliminates duplication within multiple, redundant support
systems, customer databases and duplications within those databases."
This benefit has already been realized by the Johnson Controls field
operations. Rich Mortimer, service delivery program manager said, "Now, call
center representatives and field service agents have universal access to
shared customer information, allowing technicians to be aware of service call
records. The access to more information ensures parts will not be
unnecessarily replaced."
About Johnson Controls, Inc.
Johnson Controls, Inc. is a global market leader in automotive systems and
facility management and control. In the automotive market, it is a major
supplier of seating and interior systems, and batteries. For nonresidential
facilities, Johnson Controls provides building control systems and services,
energy management and integrated facility management. Johnson Controls,
founded in 1885, has headquarters in Milwaukee, Wisconsin. Its sales for 1998
totaled $12.6 billion. For more information, visit http://www.johnsoncontrols.com .
About ServiceAlliance
ServiceAlliance is Astea's newest customer relationship management
solution that centralizes, automates and accelerates all aspects of customer
service operations. Its tightly integrated combination of front and
back-office functionality is designed for optimal support of organizations
that consider service to be mission critical. A comprehensive customer
service management tool, it addresses: customer requests; support and
helpdesk; contract, sales and service order management; pricing and
quotations; inventory management and logistics; and billing. Easily tailored
to an organization's workflow without source code modification,
ServiceAlliance provides a wealth of data and decision support tools that help
service organizations continuously refine the quality of their customer
processes. For remote users, AllianceMobile(TM) offers wireless,
browser-based Web-access for field technicians and service representatives, as
well as a range of other advanced features.
ServiceAlliance's tightly integrated standard business automation
components include: AllianceFieldService(TM), AllianceCustomerSupport(TM),
AllianceRepair(TM), AllianceOrders(TM), AllianceLogistics(TM) and
AllianceContracts(TM). Add-on options include: AllianceStudio(TM),
AllianceTrainer(TM), AllianceWEB(TM), AllianceMobile(TM), AllianceCTI(TM),
AllianceExecutive(TM), AllianceProjects(TM) and a number of AllianceLink(TM)
3rd party interface solutions.
About Astea International
Astea International specializes in Customer Relationship Management
software solutions for organizations where customer service is considered
mission critical. Astea has over twenty years of customer service automation
experience and supports a global client base. Clients include leading
companies such as Groupe Bull, NCR, Storage Tek, GTE Customer Networks,
Johnson Controls, Siemens Networks, Sprint, and Hitachi Medical Systems.
Astea markets its products through direct and indirect sales and services
networks throughout North America, Europe, Israel, Asia, Australia and New
Zealand. Astea can be reached by phone at 800-878-4657 and 215-682-2500, by
e-mail at info@astea.com, and on the Web at http://www.astea.com .
Astea and ServiceAlliance are registered trademarks and
AllianceFieldService, AllianceCustomerSupport, AllianceRepair, AllianceOrders,
AllianceLogistics, AllianceContracts, AllianceStudio, AllianceTrainer,
AllianceWEB, AllianceMobile, AllianceCTI, AllianceExecutive, AllianceProjects,
and AllianceLink are trademarks of Astea International Inc. All other
company and product names contained herein are trademarks of the respective
holders.
This press release contains forward-looking statements that are made under
the "safe harbor" provisions of the Private Securities Litigation Reform Act
of 1995 and involve a number of risks and uncertainties that could materially
affect future results. Among these risk factors are the possibility that the
companies mentioned in this press release may not purchase licenses for
ServiceAlliance, the continuing acceptance of Astea's products, general
competitive pressures in the marketplace, and the continued overall growth in
the customer management solutions market industry. Further information
regarding these as well as other key risk factors and meaningful cautionary
statements that could affect the Company's financial results are included at
length in the Company's Form 10-K for the fiscal year ended December 31, 1998,
filed with the Securities and Exchange Commission.