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Bytes Managed Solutions is transforming its service management operations in South Africa and Africa with Astea International Inc.'s Alliance mobile workforce optimisation platform. 

Bytes Managed Solutions (Bytes MS), a subsidiary of Altron Group, supports and maintains enterprise-wide end-to-end technology solutions and related services for medium to large enterprises in South Africa and Africa.  It is the exclusive distributor for NCR products in South Africa and partners with Dell, HP, Lenovo, Alcatel, Burroughs, Unity, Postec, Unisys, Alcatel-Lucent and Cisco, in the financial, retail, petroleum and infrastructure sectors.  

The company supports more than 1.2 million devices in over 46,500 locations throughout South Africa and sub-Saharan Africa.  With the Astea Alliance mobility platform  it wanted to gain additional efficiencies, support its green initiatives by reducing paper, emissions and fuel costs, and reinforce its commitment to superior customer service. 

Additional benefits resulting from the implementation include the introduction of standardised operating procedures, accelerated billing cycles, and providing employees and partners with real-time access to information, with the expectation of ultimately increasing revenues and boosting customer satisfaction. 

The Astea Alliance mobility platform provides a comprehensive mix of capabilities such as mobile workforce management, real-time scheduling optimisation, field service, contact centre, depot repair, customer self-service, sales order processing, logistics and parts management, third party vendor management, professional services automation, and performance management. The end-to-end solution will further drive and improve efficiencies and reduce the cost of service delivery supporting the organizations strategic growth and acquisition strategy.

 “We are focused on providing innovative, value-added products, services and solutions to our customers. Our success is based on our customers’ success. We are constantly looking at ways to drive positive outcomes for our customers that will support their service solutions and business objectives,” said Fourie van der Merwe, Chief Operations Officer.  “With Astea Alliance, we have gained a leading-edge, unified, robust, and user-friendly solution that will support our initiatives and grow with our business. The solution, which is rated by Gartner in their Magic Quadrant for Field Service Management, is based around service excellence disciplines and best practice experiences drawn from Astea’s long and established history in the service marketplace and is uniquely positioned to meet our needs. The system will enable us to provide a shared service management system platform for the group,” he added.

 “Bytes is a leader in its field as a result of its commitment to delivering superior service to its customers, a commitment which is made possible by the company’s continuous improvement of their internal processes,” said Zack Bergreen, CEO of Astea International. “Bytes MS truly understands the strategic value that quality of service can have on overall profitability, customer satisfaction and retention as well as providing a distinct competitive advantage in the marketplace. We are extremely proud that Bytes and Altron has selected to partner with us to further automate and optimize their service operations.” 

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