Aussie Firm Deploys ClickSoftware Field Solution

— June 02, 2011

ClickSoftware Technologies Ltd., the leading provider of automated workforce management and optimization solutions for the service industry, announced that gizmo, a leading provider of technical home services, has selected ClickSoftware OnDemand. The SaaS-based solution will enable gizmo to increase technician productivity and provide better customer service levels, with no upfront license or IT infrastructure costs.

By providing exceptional support and services to its customers, gizmo can differentiate its brand from the considerable competition in their sector. The company identified outstanding customer communication and exceptional management of field technicians as a means to achieve this point of difference and turned to ClickSoftware to deliver both. gizmo has purchased and will deploy ClickSchedule, ClickContact, and Street Level Routing (SLR).
 
"Our evaluations of service management technologies concluded that ClickSoftware's proven solutions were the best choice," says Troy Cox, CTO at gizmo. "The functionality is unsurpassed and aligned to both our business objectives and the company's strategy of moving to cloud based solutions. Only paying for what we use means there is no wastage on expensive IT infrastructure or resources and we will have more time to focus on world class services," he adds.
 
ClickSchedule will automatically and optimally create technician schedules enabling gizmo to increase the number of customer appointments its field technicians complete in the field. This increase in productivity will allow gizmo to serve more customers without increasing its workforce, thereby growing profitability. To provide an excellent response to customers' needs, the system will also ensure that technicians with the required skills arrive at the appointed time.
 
The unique Street Level Routing capabilities will enable gizmo to provide accurate and reliable appointment windows and arrival times to customers by calculating travel times using the actual route. 
 
ClickContact will provide gizmo and its customers with a number of self-service and automated features designed to give more control of the service experience to the customer while positively impacting the bottom line. The solution will enable a customer to update or reschedule appointments, via SMS or the gizmo Web site, if the originally-planned time becomes inconvenient thus reducing the number of costly customer no-shows on the day of service.
 
ClickSchedule, which is integrated with ClickContact, will then automatically optimize the engineers' schedule according to the customer's preferences, eliminating the cost of the considerable manual intervention that would be needed to manage this process.
 
"Reliable services and clear communication leads to happy, loyal customers. ClickSoftware's workforce management platform will enable gizmo to be more effective in both these areas whilst also increasing company-wide productivity," concludes Cox.
 
Additionally the new solution will facilitate more complex scheduling scenarios, such as assisted work, parts collection, priority work, and customer tiered service levels.
 
"Our automated workforce management and optimization solutions are recognized as being second-to-none in the market today," said Hannan Carmeli, President and COO of ClickSoftware. "We offer customers a choice as to how they wish to deploy these solutions (on premises or in the cloud) and we are confident that our on-demand delivery mechanism will prove a reliable and cost effective choice for the business and IT requirements of gizmo.

"Leveraging advances in cloud computing and the power of Version 8 make it possible to deliver even the most advanced solutions in the SaaS model without any impact on quality, reliability or scalability," continued Carmeli.

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