BURLINGTON, Massachusetts,
June 21, 2011 /PRNewswire/ --
ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading
provider of automated workforce management and optimization
solutions, today announced that Portugal Telecom, a global
telecommunications operator with almost 90 million customers
worldwide, has successfully rolled out its enterprise mobility and
field service management solutions to thousands of field
technicians. It is thought to be one of the most ambitious
field service management and mobility projects in Europe, enabling the organization to
differentiate its services in the highly competitive de-regulated
telecoms sector in Portugal.
Portugal Telecom is the major telecoms provider in Portugal with a comprehensive and convergent
portfolio of telecoms, pay-TV and IT services to all its customer
segments. In April 2008 PT launched
the multiscreen pay-TV service, over ADSL, fibre and satellite,
aiming at strengthening its service offering and improving customer
service levels. At the end of 2011,
PT already commands a 31% market share in pay-TV, being able
to increase its market share almost 1pp per month, having reached
876 thousand customers. This vision hinges upon the high
performance of the field technicians that liaise with customers and
deliver the technical services to homes and businesses. With this
in mind Portugal Telecom identified ClickSoftware's workforce
management platform as the best means to manage field activities
and achieve its business strategy.
Portugal Telecom's IT services company - PTSI, Accenture and
ClickSoftware Professional Services worked together rolling out
ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze over five
months. The solution is now managing and optimizing the activities
of over 4,000 field technicians who service approximately
2.1Million customers annually.
"We are pleased to have completed the rollout," said Jason
Inácio, Field Force Director at Portugal Telecom "We have embarked,
with our partners, upon one of the most ambitious projects of this
kind, especially with the implementation of such a rich business
mobility solution."
Over two thirds of Portugal Telecom's field technicians are
supplied by five subcontractors; therefore one of the major
challenges was how to maintain control and a continuity of service
across these different operations. The advances in enterprise
mobility give Portugal Telecom a strategic competitive advantage
where there's control over the way services are provided so that
each customer can expect exactly the same high level of customer
services.
Using predetermined workflows, ClickMobile walks technicians,
stage-by-stage, through best practice customer service and
installation procedures; from greeting customers to the activation
of broadband services. This means maximum control and clear
visibility of services.
Each day ClickSchedule automatically plans which technician
attends which appointment with optimal efficiency. This information
is provided to each field worker via their mobile device.
ClickLocate provides an intuitive map of the current location of
the entire mobile workforce and ClickAnalyze provides historical
business intelligence so that executives can analyze operational
performance.
In further phases of the project, Portugal Telecom will
implement ClickPlan to plot longer term workforce capacity based on
business strategy.
"We are of course delighted to count a pioneering organization
like Portugal Telecom as a customer," said Hannan Carmeli, President and Chief Operating
Officer of ClickSoftware. "Everybody worked very hard to get this
system live and the end result is groundbreaking in terms of
service management and in particular enterprise mobility."
About Portugal Telecom
Portugal Telecom is a global telecommunications operator with
almost 90 million clients worldwide. In Portugal, where it holds a leading position in
the markets in which operates, PT provides a wide portfolio of
telecoms, multimedia and IT and fixed and mobile services,
including broadband access, voice and television, acting in all
segments of the telecommunications sector: personal, residential,
enterprise solutions and wholesale. Portugal Telecom assumes itself
as the leading Portuguese telecoms operator with a wide and solid
international presence, particularly in Brazil and Africa. PT has a diversified business
portfolio in which quality and innovation are key aspects, aiming
at positioning PT as a leading edge operator in the international
arena.
Portugal Telecom is listed on the Euronext and New York Stock
Exchange, through a full listing of its ADR program, and is present
in the reference Portuguese index and in the benchmark
sustainability indexes, DJ Sustainability and FTSE4GOOD.Information
about the company is available in Reuters via the code PTC.LS and
PT and in Bloomberg via the code PTC PL.
About ClickSoftware
ClickSoftware is the leading provider of automated workforce
management and optimization solutions for every size of service
business. Our portfolio of solutions, available on demand and on
premises, create business value through higher levels of
productivity, customer satisfaction and operational efficiency. Our
patented concept of 'continuous planning and scheduling'
incorporates customer demand forecasting, long and short term
capacity planning, shift planning, real-time scheduling, mobility
and location-based services, as well as on-going communication with
the consumer on the expected arrival time of the service
resource.
As the pioneers of the 'W6' concept more than 20 years ago, we
have perfected solutions for solving a wide variety of problems on
Who does What, for Whom, with What, Where and When. The combination
of proven technology with educational services helps businesses
find the right balance between reducing costs, increasing customer
satisfaction, employee preferences and industry
regulations/legislation. ClickSoftware's solutions manage over
250,000 resources in service businesses across a variety of
industries and geographies. Our flexible deployment approach,
breadth and depth of solutions and strong partnerships with leading
CRM/ERP vendors and system integrators makes us the number
one choice to deliver superb business performance to any
organization. The company is headquartered in the United States and Israel, with offices across Europe, and Asia
Pacific. For more information, please visit
http://www.clicksoftware.com. Follow us on Twitter.
Safe Harbor
This press release contains express
or implied forward-looking statements within the Private Securities
Litigation Reform Act of 1995 and other U.S Federal securities
laws. These forward-looking statements include, but are not limited
to, those statements regarding expected benefits to Portugal
Telecom and its customers from using ClickSoftware's products. Such
"forward-looking statements" involve known and unknown risks,
uncertainties and other factors that may cause actual results or
performance to differ materially from those projected, including
those discussed in the "Risk Factors" section and elsewhere in
ClickSoftware's annual report on Form 20-F for the year ended
December 31, 2010 and in subsequent
filings with the Securities and Exchange Commission. Except as
otherwise required by law, ClickSoftware is under no obligation to
(and expressly disclaims any such obligation to) update or alter
its forward-looking statements whether as a result of new
information, future events or otherwise.
ClickSoftware Company Contact
ClickSoftware Media Contact
Melissa Banaszak
Dan Carlson
ClickSoftware
Corporate Ink
melissa.banaszak@clicksoftware.com
dcarlson@corporateink.com
+1(781)272-5903 Ext: 2272
+1(617)969-9192
SOURCE ClickSoftware Technologies Ltd