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Delight customers and break down data barriers with Alliance

Cohesive and comprehensive field service software

This latest version of Alliance harnesses the experience and expertise of two service management industry leaders to bring our customers a field service solution that will help them deliver a customer experience which drives improved growth, reputation and retention. Alliance covers the entire service lifecycle, providing one cohesive solution that enables your organization to share pertinent data with all employees and create transparency between departments. Alliance makes the cycle from sales to service delivery, invoicing and reporting totally seamless.

A new sleek web-inspired user interface (UI) will enable your employees to streamline their workflows and focus only on the information they need to do their jobs. Improved integrations, codeless customizations, supercharged scheduling, embedded business intelligence, and dedicated mobile applications for technicians, supervisors and managers, partners, contingent workers, and customers, will provide your organization with the tools to drive revenue, increase profits, and ultimately outpace the competition.

The numbers speak for themselves

Customer Quote
Alliance is designed for service delivery. As a service leader, that is what I want—a solution that will help us grow our service business. We are the relationship managers. We provide our Sales and Marketing teams with valuable insight into our customer base using Alliance.
John Durkin Business Unit Manager, Americas Service, Instron

0
%

reduction in service delivery costs

0
%

tech admin time reduction

0
%

first-time fix rate increase

Alliance is available online, anytime, anywhere

Alliance is now browser-based and browser agnostic so your users can work anywhere on any device using the most popular internet browsers such as Chrome, Safari and Firefox. There is no need to download desktop apps or plugins—Alliance is available online anytime, anywhere. The new Alliance version is highly adaptable to your preferred device and browser and runs smoothly on Android smartphones, tablets, iPhones and iPads. Depending on user preference, applications like the customer portal can be run directly from mobile browsers or downloaded from the Apple App Store or Google Play.

Instron turns service from cost to profit center

When customers such as US Steel, GM, Ford and Becton Dickinson rely on you for service, it’s pivotal to have the most dynamic and comprehensive field service management software so that every employee in every department can delight customers. But balancing heightened customer demands with profit margins is impossible without the right solution.

This is the story of how Instron’s Services business unit broke down communication barriers between departments and became the most profitable business unit in the company.

Alliance Service Management Capabilities

Maximize Workforce Utility

The Alliance Just-in-Time Service™ feature factors in the delivery time of all necessary parts to ensure a technician is scheduled in accordance with the projected arrival of parts. The Dynamic Scheduling Engine (DSE) also enables management to analyze actual performance against planned scheduling so necessary actions can be taken to close any gaps.

For optimal use of your workforce, you can use the same scheduling engine to assign service calls either to your in-house engineers or to third-party or contingent workers based on the criteria of your choosing.

Alliance’s DSE also takes into account technicians’ personal time off and service appointments that your customers make through our self-service app. This ensures that schedules are not only efficient but also reflective of real-world situations.

Better Contract Management—Better Customer Relationships

Alliance is designed to improve contract, warranty, and lease management by offering flexibility with user-defined pricing, service levels, tracking and billing capabilities to support dynamic business environments. Easy to use templates enable your employees to create standard quotations which can be automatically turned into contracts when accepted.

The contract management feature now has per line editing and billing, so when a contract is updated the billing schedule can be run only for the updated line. In addition, Alliance users can create rental contracts and convert lease contracts into rental contracts when the former has expired. This removes the friction for customers who want to keep using your equipment and services. Not only will this improve the customer experience, but it also helps to boost customer retention and creates revenue opportunities.

Decrease Call Times and Boost Customer Satisfaction

Whether inputting an order, updating records, making payments, or scheduling a service call, the Alliance platform provides customer service representatives with everything they need to provide swift and professional resolution to customer inquiries. With instant access to organized customer information and asset histories, contact center personnel can decrease call times and boost customer satisfaction.

Alliance visual alerts, automatic escalations, and automatic service status updates also help to reduce the number of customer service calls that occur in the first place. In addition, the platform supports multi-channel communication so that clients have consistent service experiences across channels whether it be by text, email, call, or chat.

Track Parts Throughout the Service Lifecycle

Alliance combines cutting edge digital solutions with industry best practices to improve inventory management and parts tracking so that your technicians can be more productive and customers can receive timely service.

Integrations with UPS and FedEx allow more accurate tracking of parts ordered and dispatched so technicians will always have the materials they need. As part of the service management feature, the dispatch console also enables tracking of parts per number of units or individually by serial number. This removes the cumbersome need to track each item individually except when it's necessary.

By accurately tracking all parts throughout the service lifecycle, your organization can achieve higher first-time fix rates, faster fulfillment of add-on sales, and overall leaner operations.

Increase Customer Participation and Reduce Costs

Today’s customers demand visibility and participation in their service experience. With Alliance’s customer-centric design and dedicated customer portal and mobile app, your customers can take greater control of their service delivery process.

The Alliance customer portal gives customers a 360-degree view of their service relationship including the ability to order parts, input their availability for service, schedule service appointments directly, receive live Uber-like updates on the location of their technician, and live-chat with your customer service team.

These self-service capabilities place the service experience back in the hands of the customer and reduce your company’s expenditure on costly administrative staff, creating the opportunity to increase margins while creating happier customers.

Optimize Stock Levels to Decrease Repair Time

From customer returns to warranty claims and repairs, Alliance’s service parts and logistics solution enables you to effortlessly track the value, location, and repair status of all assets in the reverse logistics chain.

Through a partnership with Baxter Planning, Alliance uses algorithm-powered forecasting to help service companies achieve optimal parts levels at each depot location, including central warehouses, regional repair depots, mobile inventory, and customer stock. With the right parts on hand in the right amounts, you can tend to maintenance and break-fix needs without delay while avoiding the increased expense associated with suboptimal inventory levels.

Maximize Workforce Utility

The Alliance Just-in-Time Service™ feature factors in the delivery time of all necessary parts to ensure a technician is scheduled in accordance with the projected arrival of parts. The Dynamic Scheduling Engine (DSE) also enables management to analyze actual performance against planned scheduling so necessary actions can be taken to close any gaps.

For optimal use of your workforce, you can use the same scheduling engine to assign service calls either to your in-house engineers or to third-party or contingent workers based on the criteria of your choosing.

Alliance’s DSE also takes into account technicians’ personal time off and service appointments that your customers make through our self-service app. This ensures that schedules are not only efficient but also reflective of real-world situations.

Better Contract Management—Better Customer Relationships

Alliance is designed to improve contract, warranty, and lease management by offering flexibility with user-defined pricing, service levels, tracking and billing capabilities to support dynamic business environments. Easy to use templates enable your employees to create standard quotations which can be automatically turned into contracts when accepted.

The contract management feature now has per line editing and billing, so when a contract is updated the billing schedule can be run only for the updated line. In addition, Alliance users can create rental contracts and convert lease contracts into rental contracts when the former has expired. This removes the friction for customers who want to keep using your equipment and services. Not only will this improve the customer experience, but it also helps to boost customer retention and creates revenue opportunities.

Decrease Call Times and Boost Customer Satisfaction

Whether inputting an order, updating records, making payments, or scheduling a service call, the Alliance platform provides customer service representatives with everything they need to provide swift and professional resolution to customer inquiries. With instant access to organized customer information and asset histories, contact center personnel can decrease call times and boost customer satisfaction.

Alliance visual alerts, automatic escalations, and automatic service status updates also help to reduce the number of customer service calls that occur in the first place. In addition, the platform supports multi-channel communication so that clients have consistent service experiences across channels whether it be by text, email, call, or chat.

Track Parts Throughout the Service Lifecycle

Alliance combines cutting edge digital solutions with industry best practices to improve inventory management and parts tracking so that your technicians can be more productive and customers can receive timely service.

Integrations with UPS and FedEx allow more accurate tracking of parts ordered and dispatched so technicians will always have the materials they need. As part of the service management feature, the dispatch console also enables tracking of parts per number of units or individually by serial number. This removes the cumbersome need to track each item individually except when it's necessary.

By accurately tracking all parts throughout the service lifecycle, your organization can achieve higher first-time fix rates, faster fulfillment of add-on sales, and overall leaner operations.

Increase Customer Participation and Reduce Costs

Today’s customers demand visibility and participation in their service experience. With Alliance’s customer-centric design and dedicated customer portal and mobile app, your customers can take greater control of their service delivery process.

The Alliance customer portal gives customers a 360-degree view of their service relationship including the ability to order parts, input their availability for service, schedule service appointments directly, receive live Uber-like updates on the location of their technician, and live-chat with your customer service team.

These self-service capabilities place the service experience back in the hands of the customer and reduce your company’s expenditure on costly administrative staff, creating the opportunity to increase margins while creating happier customers.

Optimize Stock Levels to Decrease Repair Time

From customer returns to warranty claims and repairs, Alliance’s service parts and logistics solution enables you to effortlessly track the value, location, and repair status of all assets in the reverse logistics chain.

Through a partnership with Baxter Planning, Alliance uses algorithm-powered forecasting to help service companies achieve optimal parts levels at each depot location, including central warehouses, regional repair depots, mobile inventory, and customer stock. With the right parts on hand in the right amounts, you can tend to maintenance and break-fix needs without delay while avoiding the increased expense associated with suboptimal inventory levels.

Alliance Field Service Mobile Apps

More Efficient Technicians

Designed specifically for technicians in the field, Alliance Mobile Edge leverages the latest HTML5 technology to help technicians keep equipment up and running and deliver a more professional service to customers.

The latest version of Alliance Mobile Edge has several improvements including:

  • Biometric authentication for login
  • Pre-activity checklists and risk assessments
  • The ability to capture signatures and photos from the field
  • Alerts for mandatory meter reading
  • The ability to initiate sales of new goods or services
  • Enhanced expense reporting

With this powerful App, your technicians can work more efficiently and safely while increasing contract profitability and delivering richer customer experiences.

Empower Managers and Supervisors to Work On-The-Go

This new mobile application gives field service managers and supervisors mobile access to the back-end dispatch console and workforce management functions so they can do all their daily tasks from the convenience of their smartphone or tablet.

Using the mobile dispatch console managers can easily assign calls to idle technicians or rearrange current workloads with a simple drag-and-drop feature. They can also execute other management duties such as approving timesheets, expenses, purchase requisitions, and field quotations. In addition, Manager Edge has built-in BI reports for contracts, logistics, and sales so your managers have instant insight into their team’s performance no matter where they are.

Managers are often on the go overseeing projects. With this new App, their work can go with them.

Connect Inventory and Logistics Operations

Mobile Warehouse Edge delivers greater efficiency to inventory operations by connecting warehouse, logistics, and mobile warehouse management to service activities.

Warehouse workers can perform all of their daily activities from a mobile device with real-time visibility into parts availability, parts usage, purchasing and replenishment—either from the native mobile app or from a mobile browser. Mobile Warehouse Edge eliminates the need for paper inventory record keeping and enables warehouse workers to digitally manage warehouses stock, van and truck stock, customer site inventory, spares pools, and parts exchanges.

By allowing warehouse and logistics supply chain operations to utilize the same inventory management platform, Alliance users can now realize greater efficiency and accuracy.

Personalize the Customer Experience

The Alliance customer portal and mobile app provides clients with self-service capabilities such as the ability to book service appointments and chat in real-time with a qualified customer service agent.

Customers can input their preferred time for a service call time and even book service appointments directly. By logging into their portal on a mobile device or browser, customers can view their service histories and contracts, scheduled maintenance, review asset lifecycle data, or purchase parts via an online shopping cart. These features take the burden off your sales and customer service teams and allow customers to play a more active role in their service experience.