Press Release
FOR IMMEDIATE RELEASE
Astro Communications releases a newly developed, browser-based service management tool – AstroASSIST.
Astro Communications releases a new, in-house designed and developed service management tool AstroASSIST this week to further improve the service it delivered to its customers and take its managed service offering to a whole new level.
Kent, UK 3rd April 2014
AstroASSIST launches this week after a number of years in development and rigorous testing and refinement. The browser-based service management tool will allow customers to log, monitor and update their incidents and changes from anywhere and will track progress of customer issues as well as have a holistic real time and historical view of the service they are receiving from the company.
Steve Hodges, Managing Director is excited about the new development “AstroASSIST will underpin all of our support activity and managed service work giving our customers an enhanced experience. Based around the principles of ITIL, ASSIST not only captures all the information required to quickly and effectivity resolve our customers issues but also provides meaningful management information on an individual and collective customer bases which will enable us to better understand our their challenges and adapt our service offering accordingly.
Stuart Burgis, Head of Systems and Development at Astro has been responsible for the development and delivery of the tool. “I am thrilled with the end result that we have delivered. We have market tested the functionality, the ease-of-use of the interface and have rigorously tested the workflows and processes with the service desk and customer data. Once live, customers will have access to their incidents and changes and will be able to keep an eye on responses and updates as well as provide updates from any device, at any time and at any location. We examined the options available in the market but with the breadth of services we provide and the complexity of some of the technologies we deal with there simply wasn’t anything available that we were happy with, so we made our own and the results are exactly what we had hoped for.”
ASSIST will go through one further development cycle this year as it is used extensible across the customer base and will then have further improvement scheduled in next year to include integration with a monitoring and alerting platform that is in the pipeline (AstroMAAP) and further extend its capability to include Problem Management and a maintenance schedule. “One of the key benefits of having an in-house developed solution is that we can take the service in any direction we want and make any future enhancements we feel will suit our customers and our service requirements. We are happy to use standard products where they are fit for purpose but ASSIST really does something that no other off the shelf product could achieve for us. We have already had some feedback from customers who have been part of the testing that they would be interested in using it for all their service management needs on their own internal service desks.” Steve concluded.
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For further information, please contact:
Steve Smith, steve.smith@astro.co.uk or Steve Hodges steve.hodges@astro.co.uk on +44 (0)203 058 7770
About Astro Communications.
Astro Communications Limited has been delivering technical solutions to solve business challenges for nearly 30 years. Founded by two former employees of BT and Cable and Wireless, Astro has gone on to deliver some of the most technically challenging and complex solutions in the market.
Providing services ranging from physical cabling and wireless LAN’s to cloud-based video conferencing and SIP services, key clients include Bourne Leisure Limited, Impellam Group PLC, Capital FM Arena, TGI Friday’s and Wightlink Ferries.
Astro Communications is headquartered in Hawley Manor, Dartford with staff based all over the country and partner organisations across the globe.