Ireland Utility Deploys Mobile Workforce Management Solution

By PRESS RELEASE — February 22, 2009

ClickSoftware Technologies Ltd. (NasdaqCM: CKSW), the leading provider of mobile workforce management and service optimization solutions, today announced that Electricity Supply Board (ESB), Ireland's largest energy company, will use ClickSoftware's ClickSchedule workforce optimization software to streamline meter installation, replacement, and other service for millions of customers.

ESB will integrate ClickSchedule with its SAP platform to automate the scheduling of its 500 field technicians.

Founded in 1927, Electricity Supply Board  is 95 percent owned by the government of Ireland. It is a vertically integrated group of companies that provide electricity generation, transmission and distribution to customers in Ireland. It also operates in 25 other countries through its international wing ESBI. The company conducted an extensive evaluation of field service optimization vendors over several months before choosing ClickSchedule to automate its legacy workforce optimization process. It will integrate ClickSchedule to its SAP business software infrastructure, including its newly deployed SAP Mobile Asset Management for Utilities (MAU) system and its SAP work order creation module.

"ClickSoftware has a strong track record of successful SAP integrations that enable organizations to make their field service agents more productive and profitable," said Tony Carroll, Program Manager for ESB Networks, the company's transmission and distribution subsidiary. "ClickSchedule will play a crucial role in helping us minimize travel, improve job completion times and efficiency in the field to make sure we keep our customers satisfied."

ESB has a service charter with customers with guaranteed response times. If those times are not met, ESB pays customers a penalty fee. ClickSchedule will dynamically coordinate jobs based on urgency and their proximity to deadlines to help ESB avoid late penalties while strengthening customer relationships.

When fully deployed, ClickSchedule will be integrated with SAP Customer Relationship Management (CRM) and SAP Industry-Specific Solution for Utilities (ISU). When the deployment is complete, customer calls will be routed through the CRM system and assigned a work order in ISU. ClickSchedule will take the work order information from ISU and automatically assign a field technician to the job. This scheduling process will take into consideration a whole host of variables and constraints including which engineer is appropriate to address the specific problem, the distance that engineer will need to travel to get to the job, etc. ClickSchedule will send the scheduled work order back to ISU, which will deliver the order to the right field technician's mobile device via the SAP mobile asset system.

"We are delighted that ESB has selected ClickSoftware to help improve the productivity of the mobile workforce as well as to ensure that their strict customer response commitments are met," said Hannan Carmeli, President and Chief Operating Officer for ClickSoftware. "Our record of successfully implementing mobile workforce management and optimization solutions within organizations of all sizes is second-to-none. This experience, combined with our SAP integration expertise, is proving decisive in winning contracts."

Founded in 1927, the Electricity Supply Board (ESB) is a statutory corporation in the Republic of Ireland. It is 95 per cent owned by the Government of Ireland, with the remaining shares held by an employee share option trust. ESB is a vertically integrated utility and it includes a number of divisions, which are ring-fenced and operate independently in the electricity market. ESB Group employs approximately 7,800 people. It is the leading Irish company in the energy utility sector.

ClickSoftware is the leading provider of mobile workforce management and service optimization solutions that create business value for service operations through higher levels of productivity, customer satisfaction and cost effectiveness. Combining educational, implementation and support services with best practices and its industry-leading solutions, ClickSoftware drives service decision making across all levels of the organization. From proactive customer demand forecasting and capacity planning to real-time decision making, incorporating scheduling, mobility and location-based services, ClickSoftware helps service organizations get the most out of their resources. With over 100 customers across a variety of industries and geographies, and strong partnerships with leading platform and system integration partners, ClickSoftware is uniquely positioned to deliver superb business performance to any organization.


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