One of the nation's largest residential security alarm companies to leverage ClickSoftware's Suite of Solutions to automate their fast growing field service operation
ClickSoftware Technologies Ltd.
announced that APX Alarm
, one of North America's largest residential security alarm companies, has selected their field service optimization solutions as the platform to efficiently manage their field engineers and deliver world class customer service.
APX Alarm is one of the fastest growing full-service residential security companies in North America. Its innovative approach, high dedication to customer safety and strong financial backing has seen APX Alarm grow its install base to well over a half million residential security systems customers in less than three years.
APX Alarm will use ClickSoftware's ClickIMRS solution to manage, schedule and route the work load of around 300 full-time field service technicians as well as managing the seasonal summer ramp up each summer of a similar number of resources for a seasonal period. These service technicians will handle hundreds of thousands of customer installation appointments as well as any maintenance and repair of their client's residential alarm systems.
"Our company has enjoyed remarkable growth due, in part, to our strong commitment to our customers and we are always looking for ways in which we can improve the quality of customer service and overall efficiency," said JT Hwang, Chief Technology Officer of APX Alarm. "We conducted an extensive market evaluation of automated scheduling and mobility suppliers and it soon became evident that ClickSoftware had the solution, proven track record, and vision to meet our needs both now and into the future."
ClickIMRS was designed to meet the unique needs of mid-sized service organizations helping them increase productivity, manage growth, improve service levels and revenues - all for a very attractive Total Cost of Ownership (TCO). Implementing an optimized scheduling and mobility solution will enable APX Alarm to offer their customers a world class service experience while keeping a tight control over their costs.
APX Alarm selected ClickSoftware's solutions through Value Added Reseller (VAR) Diabsolut Inc. (www.diabsolut.com). APX valued Diabsolut's successful track record of delivering and deploying ClickSoftware solutions, along with Diabsolut's impressive client references. As a premiere systems integrator and VAR for ClickSoftware and the ClickIMRS solution, Diabsolut product experts will work closely with APX to ensure that all of APX implementation goals are not only achieved but surpassed.
In addition to the ClickIMRS product, APX will also be implementing ClickContact, ClickLocate and ClickMobile. ClickContact and ClickLocate will help APX improve customer service by facilitating automatic, on-going communication between the customers and the technicians without any efforts by either one. The solution will enable APX to send customers automatic notifications including confirmations, updates, etc. -- via email, text or voice messaging -- and to proactively keep in touch with the customer regarding the expected time of arrival of the service technician - all through automation.
By providing this type of communications, APX can show they respect their customers' time. With updates provided by ClickContact, service organizations can offer their customers smaller appointment windows, and customers are no longer "chained" to the service location waiting for the service technician to arrive. The real-time updates mean that customers can do whatever they need to do away from the service location and arrive just in time to meet the technician. While dramatically improving the customer experience, ClickContact will also help APX cut down on the number of customer "no-shows" that require a costly second visit to the client location to complete a work order.
APX will be equipping their service technicians with Blackberrys and one of the key factors in their selection of ClickSoftware's mobile and location based services solutions was the ability to run them on these devices.
"APX Alarm is a company that prides itself on innovation and exceeding customer expectations. We are delighted that they have recognized the immediate value in many of our products," said Hannan Carmeli, President and COO of ClickSoftware. "In the current economic climate it is more important than ever that companies find ways of becoming more efficient without compromising on service level and customer satisfaction. Field service optimization technology is one of the few investments available today that can help achieve just that," continued Carmeli.