DIRECTV Manages Field Service with ClickSoftware

— March 30, 2011

ClickSoftware Technologies Ltd., a provider of automated workforce management and optimization solutions for the service industry, has been selected by satellite TV and video provider DIRECTV to help it improve the management and efficiency of its field service technicians and customer service.
With ClickSoftware’s enterprise-wide workforce management platform, DIRECTV expects to achieve higher productivity, lower operational costs, and increased responsiveness.
A highly competitive review that included a mix of best-of-breed and enterprise solutions, DIRECTV sought a solutions partner that understood the complexities of its business, and could deliver a flexible, scalable and proven solution to meet those challenges.
“We are trying to match the business value proposition of providing exceptional service to our customers for installation and service calls with a technology solution,” says Frank A. Palase, senior vice president, IT strategy and innovation for California-based DIRECTV. “We feel ClickSoftware is the technology choice to deliver this value to our customers.”
“Customers are very demanding, and have little patience with less-than-outstanding service – especially when the choices are many. DIRECTV has been incredibly successful in a market where customer loyalty comes hard and we’re extremely pleased to help them find innovative and effective ways to sustain their leadership,” says Dr. Moshe BenBassat, chairman and CEO of ClickSoftware. “Being a large and substantial contract, it will contribute to our visibility and financial performance in 2011. It is pleasing to see how the notion of service chain optimization that we initiated over 15 years ago is becoming the backbone of decision making in leading service companies,” BenBassat adds.

ClickSoftware’s expertise in the complexities and challenges of the cable industry played a large part in winning the deal with DIRECTV. This deal represents one of the biggest contracts signed in the history of ClickSoftware. ClickSoftware’s portfolio in the communications space includes many of the world’s most recognized names, including BSkyB, Cable and Wireless, Portugal Telecom, Rogers Communication, UPC, and TELUS.


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