Competitor OverviewWebsite: http://www.astea.comYear Founded: 1979HQ: Horsham, PADescription: Since 1979, Astea has been helping more than 600 companies drive even higher levels of customer satisfaction with faster response times and proactive communication, creating a seamless, consistent and highly personalized experience at every customer relationship touch point.Company Ownership: Publicly traded, delisted from the NASDAQ and now listed on the OTCQB. (OTCQB:ATEA)Financial Information:• In Q1 of 2015, Revenues= $5.9 million. (19% of revenues

from software licenses, 5% from Subscriptions, 76% of revenues from Service and Maintenance).

• Net loss for the quarter was $0.8 million.

Gartner OverviewAstea International provides a full suite of end-to-end field service capabilities, with a strong focus on capital equipment and high-tech industries for end-to-end service processes in a variety of service models (For example: field service, repair depot and third-party contracting). Astea's enterprise application is Astea Alliance. Astea's product targeted at the small or midsize business (SMB) market is ServiceVision. Astea Alliance can be deployed as SaaS or on-premises, and ServiceVision is deployed as SaaS. Astea's mobile hybrid apps, using HTML5 with native container technologies, have been well-received by customers and now include sales functionality (for example, quoting).

Strengths

• We found Astea to be one of the more affordable options in the market, with many modules that normally command a separate line item bundled into the price for easier consumption and contracting.

• Astea has continued to build support for the use of third-party contractors by adding a mobile application to complement the existing third-party portal.

• Astea continues to invest in mobile applications, including inventory management, which allows technicians to look up parts availability in forward stocking locations, sales and service quotations, and reporting and analytics capabilities — and also includes a separate mobile business intelligence (BI) app for reporting on the go.

Cautions

• Astea International remained unprofitable in 2013 as it transitioned from a revenue model based on perpetual licensing to a hybrid approach incorporating cloud-based applications. Recognized revenue decreased from $26 million in 2012 to $20 million in 2013 mainly because of this transition.

• Astea International has shown limited adoption for large-scale deployments of more than 500 technicians. However, the company has historically shown adoption at this level, and has several deals in the pipeline of more than 500 technicians.

• Astea needs to continue building out its partner network of service providers for implementation, configuration and cloud delivery, as well as its software partners and resellers.

FieldOne AdvantagesNative Apps for all Major Mobile Platforms• Astea uses HTML5 technology with native capabilities for

Android and iOS.• FieldOne provides Native Apps for IOS, Android, and

Windows CRM• Astea has to be integrated with a CRM• FieldOne is built on Microsoft Dynamics CRM SMS/IVR• Astea does not provide this out of the boxFinancial Issues• Astea has remained unprofitable, causing them to delist

from the NASDAQ and to join the OTCQB.

Astea AdvantagesProject Management• Astea has project management out of the boxIntegration Experience• Astea has integrated with more products and have many

integration toolsCustomer Base• Astea has a large and diverse client baseField Service Experience• Astea has been providing Field Service Software for 35

years

AsteaBATTLE CARD

Capabilities FieldOne Astea International

Scheduling and Dispatch

• Real Driving Directions, not point to point• Optimized Routes to meet time windows• Dispatch Technicians• Assignments based on skills• Balancing the Workload• Scheduled service times• Customizable scheduling board based on any criteria• List views, map views, hybrid views • Ability to allocate your people based on requirements and resources with Scheduling

Assistant• Based on real time, GPS data

• Drag and Drop Technology when using the scheduling board• Schedule Alerts

• Can prevent specific scheduling events (like those triggering overtime), by issuing a warning, or suggesting a way to avoid excess cost

• Can be configured by customers• Service Centers

• Optimizes scheduling by balancing capacity, skills, working hours and client distance from locations

• Can schedule and manage multiple resources working together on a job• A User can now create “Schedule Alerts” that will be displayed on the Schedule Board and

can be created and related to any record including Contacts, Accounts, Work Orders, Cases

• Schedule Board is has a whole new user interface with new features• Schedule Assistant now has real time mode, where the dispatcher can search for

available resources based on their current location using GPS technology• The dispatcher can put the Schedule Assistant into "overlap" mode which will consider

the schedules flagged as "flexible/anytime" as open and the dispatcher can choose to schedule over these existing movable schedules.

• The Schedule assistant can now be configured to allow enough time at the end of the day for the Field Agent’s drive home

• Schedule technicians based on: skills, technician availability, parts availability, SLA, location, customer preferences

• Personalized map display (Google Maps) with real-time view of technician location, routes, and job site details

• Universal view of customers including service histories and state-of-the-art tools for problem solving

• Automatic assignment, location and requisition of parts according to requirements for call fulfillment

• Interactive graphics, calendars, drag and drop scheduling, and hierarchical configuration views/diagrams

• Intra-system escalation alerts staff and customers due to user-specific tolerances (order status, contracted SLAs, duration in queue)

• Response times and dispatch prioritization reflects open calls, contracts and technician capabilities

• Alerts & escalations to ensure optimal schedules• Configurable and interactive graphical drag & drop dispatch console• Enables companies to proactively drive, manage and monitor their technicians through

demand forecasting, workforce profiling, and operational optimization• Work Order Management• Total visibility to customer, installed base and entitlements, activities, materials,

expenses and real-time, bi-directional information to and from the field technicians• Address validation with Google Maps• Complete Audit Trail/Interaction History• Work order resolution and invoice in one view• Field service managers, call center personnel and dispatchers have accurate, real time

visibility on the latest status of a work order

Automated Routing

• Balances many different factors when routing(SLAs, route conditions, location, skills, expertise, and customer preferences)

• Uses a FieldOne developed routing engine that uses algorithms to compare potential outcomes

• Support global networks in multiple languages• Manually override automatic scheduling decisions as needed• Street Level Routing (SLR)• View optimized schedules on virtually any mobile device with native apps for all major

mobile platforms• True Cloud on-demand resources including CPU, memory and disk and real-time failover

protection• Optimize the schedules of both employees and partner resources in a single system• Resides in Microsoft Azure data centers meeting all major compliance requirements• The new routing engine admin screen gives the user the ability to set and change routing

engine configuration and rules• The new Routing Engine can optimize your organization’s schedules continuously or you

can choose to have it optimize routes scheduled for tomorrow, next week, next month, etc.

• You have the ability to have specific routing schedules depending on territory or time of day or year

• Dynamic Scheduling Engine (DSE)• Powered by the latest Microsoft .NET technology• The Alliance DSE dispatch optimization software takes into account many key

constraints such as parts, skills, SLA's, preventive maintenance, break/fix and job location

• Embedded dispatch scheduling engine that was developed to handle mission critical environments such as emergency response, where a response time determined life or death, into its core product

• Dynamic Scheduling Engine (DSE) is dynamic in that it constantly recalculates changes, in real-time, for highly optimized schedules in a fraction of a second

• Can recognize slack time so that preventative maintenance, courtesy calls, or up-sell and cross-sell activity can be performed instead of taking longer breaks

Capabilities FieldOne Astea International

Service Agreements

• Manage terms and conditions• Apply different billing rates• Manage automated renewals• Track asset location, maintenance needs, and repair history using barcodes or serial

numbers• Track warranties against assets• Recurring PM schedules• Special pricing• Agreement, recurring, billing• RMA, RTV, Equipment management

• Converts sales quotations into service contracts within a single system• User-defined and easy-to-use templates• Support multiple contract types• Ability to offer contracts based on types of service levels & billing schedules• Optimize compliance with service level agreements. • Contract renewals

• Supports automatic renewal of existing contracts as well as the ability to generate automatic quotations prior to contract expiration

CRM • Powered by Microsoft Dynamics CRM• Natively integrated with your field service solution to make a single, unified system

• Ability to integrate with many CRM solutions• Includes Microsoft Dynamics CRM and Salesforce.com

• Astea has some sales functionality built into their solution

Mobile • Native Apps available for iOS (iPhone, iPad, iPod Touch), Android (phones or tablets), Windows Phone, Windows 8.0 and 8.1 RT, and browser versions for all of your legacy mobile platforms

• Central management and development console• Features no code customization• Full Offline capabilities• View and update accounts, contacts, products, work orders, schedules, customer

equipment, leads, opportunities, and activities• Update Personal or Team Schedules• Photo capture for “before and after” job or any other entity• Full mapping and direction capabilities• Attach files to work orders or other entities• Update status and other job related information• Update and complete service tasks• Record materials used (with pricing automatically applied)• Multi-Currency Support• Multi-Region Support• App based mobile payments• Bar Coding• Employees and partners can set their own working time from within the mobile

application or request time off to be approved by a manager• Can scan or swipe credit cards• Can run SSRS reports• Integrate with SharePoint• HTML5 charts and multiple dashboards• Chat with real-time push notifications • Automatically refresh lists

• HTML5 technology with native capabilities• Includes Android smartphones and tablets, iPhones, and iPads

• Communicating with the office, receiving and completing work orders, and submitting service tickets are all done electronically using a mobile device

• Can work without wireless connection. Information is recorded and automatically sent as soon as the wireless connection is re-established

• Technicians are able to receive work orders which are automatically sent to the device, view asset and service history; customer, account and job site information; contract and warranty information; receive step-by-step guidance to complete the job; capture customer signature; and complete work orders for invoicing

• Technicians can manage their own schedules as well as track time and expenses in the field

• Field Technicians can post parts used against the work order, request parts if they are not in van stock, track their van stock, receive inventory and ship parts back to the warehouse or depot for closed loop tracking of returns and vendor claims

• Can easily communicate, via text-based messaging, with other technicians

Capabilities FieldOne Astea International

Social Collaboration

• Ability to connect using personal and team profiles, directories, org charts, status updates, sharing, liking, commenting, following, groups, document collaboration

• Communicate with Voice, Video, IM, Discussions, or Email including native integration with Skype

• Integrated customer self-service to Facebook• Track social media activity by customer and contact• Out of the box, automated alerts based on pre-defined best practice business events• Variety of types of alerts: text, email, pop-up• Back office users can instantly chat and easily collaborate with others in the organization• Technicians will be able to instantly communicate with each other via text messaging• Project collaboration enabling resources and managers to exchange information via

online collaboration (WebEx), project forums and documents

Inventory Management

• Real-time updates to ensure inventory is accurate• Ability to manage inventory and update stock history for any location• Multi warehouse/ truck• Ability to integrate with an ERP System• Full journalizing• Allocation

• Inventory replenishment, inventory tracking, inventory validation, purchasing and receiving

• Field technicians have a real-time view of current inventory levels as well as parts availability.

• Technicians can post parts used against the work order, request parts if they are not in van stock, track their van stock, receive inventory and ship parts back to the warehouse or depot for closed loop tracking of returns and vendor claims.

• Technicians can check van stock or warehouse that they are assigned to or view other technicians stock

• Technicians can transfer inventory, backorder inventory, and create purchase requisitions• Visibility to parts, regardless of their inventory location• Color-coded demand queue provides a visual prioritized ‘to do’ list• Support of process flow through pick, pack, ship and receive including transaction logs• Asset management with inventory searches by item, serial number or advanced filter• Multi-site and multi-national spare parts inventory control• Parts replenishment engine automates requisitions to streamline purchase of depleted

stock• Support of in-house, vendor and subcontractor repairs and exchanges• RMAs issued for universal merchandise visibility through final disposition• Status monitored through repair station flow for real-time visibility within support

applications• Real-time warranty tracking, tracing merchandise returned to service and/or exchanged• Graphic repair data analysis and history logs

Professional Services

• Tailored user views of tasks and projects• Time and expense reporting with respective approval processes• Unified project information including tasks, risk factors, documentation, billing schedules,

skill gap analyses, and profitability reports• Consultant orders and activities for use in engagement management• Bi-directional link to Microsoft Project

Knowledge Base • Provides ready access to product manuals, technical support documentation, maintenance histories, repair notes, announcements

• Single point of access for all information

• Provides powerful and scalable enterprise search functionality for corporate content, across a network or on a portal, intranet or Internet site

• Delivering single-point access to enterprise-wide data collections• Full-text searches can be conducted across disparate data sources, from a single

computer to corporate networks, intranets, extranets, websites and portals

Capabilities FieldOne Astea International

Business Intelligence

• Interactive graphical scorecards and dashboards• Variety of tables, charts, and views to visualize data in a way that best suits your

purposes.• Out of the box reports and business user-friendly tools for custom reporting• Sophisticated predictive analysis, segmentation, and recommendation algorithms• Access data from any third party source• Graphic representations of real-time business insights that can be modified and

expanded upon.• Capabilities in data cleansing, deduplication, and profiling functionalities

-Optimized for Microsoft™ Analysis Services platform-Provides critical data from departments, that are traditionally dispersed across the organization, such as service, marketing, sales, contact center, depot repair, contracts, and logistics.-Instantaneous access to comprehensive cross-departmental information and facilitates users through the discovery process to ultimately end up with actionable information and insight-Charts, graphs, and dashboards can be tailored and personalized by an individual-Out of the box, Astea provides a set of pre-defined KPIs (key performance indicators)-Out of the box, a comprehensive customer-centric data warehouse optimized for Service Lifecycle Management requirements is available-Capability to pull in information from other internal and external resources to extend the data warehouse-Full analytic capability-Out of the box Astea provides more than 150 basic reports

Employee Tracking • FieldOne Sky TraQ can allow field agents to share their current location real time with all stakeholders and send alerts when in route to job site using Glympse technology.

•Accurate GPS location tracking of mobile resources and assets•Clear visual representation on a detailed map along with work order status and job site information•Exception reports to review out-of-norm conditions•Reduced cost of fleet ownership through decreased fuel costs, safety, and lower insurance premiums

Automated Communications (IVR)

• Schedule an SMS or IVR (Interactive Voice Response) activity and set a send time

Portals • Partner Portals• Partner access to relevant functionality• Internal access to all partner activities• Customer Portals

• Customer self service• Customer access to documentation• Targeted messages based on customer’s interests and preferences based on

past transactions

• Alliance Third Party and Vendor Portal• Security roles that are configurable that enables you to define what functionality

is available to different vendors based on their role• Provides activity tasks, scheduling capabilities, service order, service histories,

and knowledgebase to your third party providers• Exposes many logistics functions such as, accept/reject purchase requisitions;

advanced receiving notifications; acceptance of parts; accept/reject warranty claims; update vendor costing on parts/labor.

• Customer Portal• Customer personalized access with secure login, provider-controlled privileges,

end user-controlled navigation and activity management• “Advanced Learning System” draws from existing knowledge bases, leverages

internal and external data sources, and provides intelligent knowledge management

• Advanced search filters

Technology FieldOne Astea International

Platform • Microsoft Dynamics xRM Framework• Native connection to Microsoft Outlook, Office, Office 365, Microsoft SharePoint, Windows Azure,

Skype• Multi-currency capability• Available in more than 41 languages

• Dynamic Scheduling engine is powered by the latest Microsoft .NET technology

Configuration • Point and click customizations• Central mobile development tool

• There are added capabilities to give non-technical users even more “do it yourself” tools, while Astea’s framework actively governs these customizations making it easy to see what is custom and what is standard

• Organizations can build new modules, as well as import and export customizations to different environments, when needed

Mobile Technology • No code customizations• Uses point click interface

• Security Capabilities• No middleware

• Mobile Device Management Tools• Divide mobile devices into groups and apply different security rules

• Mobile Application Management Tools• Lock the application remotely with just one click• Wipe out data from the app remotely• Business hour restrictions

• HTML5 technology with native capabilities (Hybrid mobile solution)

Deployment Options • True Cloud Deployment• Dedicated cloud on Microsoft Azure and multi-tenant cloud through Microsoft Dynamics CRM

Online• On-Premise Deployment• Hybrid Deployment

• Cloud based delivery• On-premise delivery

Infrastructure • Microsoft xRM platform has been benchmarked at 150,000 concurrent users• Multi-tenant offers a 99.9% uptime SLA• Microsoft guarantees external connectivity at least 99.95% of the time.

Integration • Integrated platforms include:• SAP R/3• mySAP• SalesForce.com• Oracle ERP (Siebel)• Oracle CRM• Dynamics AX• Dynamics NAV• Dynamics GP• Dynamics SL

• Have integrated with:• Salesforce.com• SAP• Oracle• Oracle/Peoplesoft• Oracle/JDEdwards• Oracle/Siebel• Microsoft Dynamics (CRM, SL, GP, AX, NAV)• Epicor• Quickbooks• Vertex• Axeda• Infomill• Avaya• Nortel• Cisco