As part of its commitment to deliver outstanding customer service to the life sciences and research industries, Leica Microsystems
, a global designer and producer of innovative, high-tech, precision optical systems for the analysis of microstructures, selected the team of ClickSoftware Technologies Ltd.
and Diabsolut Inc.
to help mobilize its employees across the enterprise.
With steadily increasing market share and greater customer expectations, Leica Microsystems needs daily, real-time management of its field organization to ensure the team is operating efficiently and delivering service that is best in class in its industry. Following a rigorous evaluation process of solutions available in the workforce management market, Leica selected ClickSoftware's field service optimization solutions as the platform to efficiently manage their field technicians and deliver world-class customer service.
"We're continually strengthening our ability to deliver the highest level of service to our clients, implementing many Six Sigma and Kaizen processes. But process and business changes only go so far," says Shawn LaRocco, director of field service and support at Leica Microsystems. "Choosing ClickSoftware products will provide us with a competitive advantage of delivering high-quality service while maintaining or reducing our costs. We are excited to be working with the Diabsolut team in the implementation of the ClickSoftware solution suite."
Leica Microsystems will use ClickSoftware for Installation, Maintenance, and Repair Service
's (ClickIMRS) workforce management solution, including ClickSchedule, ClickMobile, and ClickLocate, to manage, schedule, and route the workload of its field technicians. ClickSchedule will be used to automatically schedule the work of the field technicians, ensuring the company sends the right person with the right skills to the right job at the right time.
ClickMobile will connect workers in the field to headquarters, giving them up-to-the-minute scheduling changes as well as a paperless means of receiving and reporting on work completed to improve efficiency. ClickLocate will enable Leica Microsystems dispatchers to easily see and make decisions based on real-time information about where technicians are in the field.
Leica Microsystems selected ClickSoftware's solutions through Value Added Reseller (VAR) Diabsolut Inc. (www.diabsolut.com). Leica valued Diabsolut's successful track record of delivering and deploying ClickSoftware solutions, along with Diabsolut's impressive client references. As a systems integrator and VAR for ClickSoftware and the ClickIMRS solution, Diabsolut product experts will work closely with Leica to achieve all of its implementation goals.
The ClickIMRS solution will provide Leica Microsystems with resource scheduling and allocation, ensuring the right person goes to the right job at the right period of time using predefined system policies. The Diabsolut professional services team will be implementing ClickSchedule, ClickMobile, and ClickLocate, integrating with Leica's existing SAP system.
"We are delighted to be working with Leica Microsystems on this exciting process-improvement project. Leica is leveraging advanced technologies to improve competitiveness through more strategic deployment of its highly skilled workforce," says Joe Diab, president and CEO of Diabsolut Inc.