Enovation Standardizes on Astea Alliance for Customer Service Management
Press release from the issuing company
Valhalla, NY and Horsham, PA, June 16, 2003 - Enovation Graphic Systems, Inc. and Astea International Inc. announced that Enovation has gone live with its Astea Alliance software solution for nationwide customer service management. Enovation is the third Fujifilm company in North America to implement Astea Alliance following earlier independent deployments by Fuji Photo Film Canada and Fuji Photo Film USA e-Systems Division.
The Astea Alliance implementation integrates contract management, customer contact center, field service scheduling and dispatch, parts sales, depot repair and logistics, with remote locations and mobile technicians connected through Web portals. Enovation also has many options to expand its Astea Alliance solution with other integrative applications for customer care, marketing, sales force automation and analytics, to capture more of the "aftermarket sales" available in its existing base and to increase the value of new customer acquisitions.
Enovation was formed by Fuji Photo Film U.S.A. in August 2001 to acquire three leading graphic arts product dealers and create distribution channel efficiencies for Fuji Photo Film and over 300 other manufacturers. Astea Alliance enables Enovation-now America's leading supplier of equipment, consumables, and technical services to the graphics communications industry-to deliver on its vision for industry-leading customer service and operating efficiencies across its more than 50 locations throughout the United States.
"Given that Enovation was created as a result of acquisitions, securing the underlying value of these investments-predominantly the customers of acquired companies-is always a priority," says Sam Monroe, Enovation's Vice President of Business Strategies. "We implemented Astea Alliance to provide our valued customers with elevated levels of service, so they will remain Enovation customers. From that perspective, Astea Alliance enables Enovation to protect and grow its investments."
According to Neil Johnson, the company's Director of Technical Services, "Enovation was created to be a one-stop, nationwide distributor with the resources and long term focus on meeting customers' needs and delivering value-added resources across all product lines from the world's premier manufacturers. We are designed for customer service, which we view as the cornerstone of our business. We are excited to go live with Astea Alliance because a strong service management system is so essential to Enovation's mission."
Every company acquired came to Enovation with its own service processes. With Astea Alliance, the company standardizes on a centralized, integrated management system for higher levels of service delivery, customer focus, and operating efficiencies for all locations nationwide.
"In the near term, our focus will continue to favor enhancing our customer service delivery," explains Johnson. "We will look at implementing customer self-service over the Internet and equipping field technicians with laptops or pocket PCs. Astea Alliance also offers the capability for Enovation Technical services to follow a gradual 'building block' approach to comprehensive Service Lifecycle Management."
Backed by the knowledge and resources of its parent Fuji Photo Film USA, Enovation Graphic Systems set out to raise the bar for customer focus and distribution channel efficiencies in the graphics communications industry. With the implementation of Astea Alliance, the company has proceeded to fulfill that vision to the benefit of customers and the hundreds of manufacturers that Enovation represents.
WhatTheyThink is the global printing industry's leading independent media organization with both print and digital offerings, including WhatTheyThink.com, PrintingNews.com and WhatTheyThink magazine versioned with a Printing News and Wide-Format & Signage edition. Our mission is to provide cogent news and analysis about trends, technologies, operations, and events in all the markets that comprise today’s printing and sign industries including commercial, in-plant, mailing, finishing, sign, display, textile, industrial, finishing, labels, packaging, marketing technology, software and workflow.