BURLINGTON, Massachusetts,
September 17, 2013 /PRNewswire/
--
ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading
provider of automated mobile workforce management and optimization
solutions for the service industry, today announced that
Belron®, the world's largest dedicated vehicle glass repair
and replacement company, has implemented ClickSoftware's real-time
mobile workforce management solution into its UK business
Autoglass®. ClickSoftware is helping Autoglass® keep customer
satisfaction the top priority while also increasing productivity
and reducing operational costs through real-time scheduling and
communication.
Since implementing ClickSoftware, Autoglass®, serving 1.5
million motorists in the UK each year, has seen significant
operational improvements in its pilot area, including:
- Completing 10 percent more jobs each week
- Cutting mobile technician travel time by 20 percent
- 65 percent increase in its ability to complete same-day repairs
within 24 hours
Darren Redwood, Operations and
Supply Chain Director at Autoglass®, said, "Customer service is our
top priority, and all business transactions must be as seamless as
possible. ClickSoftware is enabling this goal by helping to
reduce operational complexities and increase company-wide
visibility. The key for us is to provide a service that is
convenient and brings peace of mind for motorists. For Autoglass®,
customer service isn't a buzzword, it's at the centre of everything
we do and ClickSoftware touches every part of the customer
journey."
The ClickSoftware solution offers real-time visibility, and is
fully integrated with existing systems at Autoglass® that support
stock control, order booking and mobile devices used by
technicians. As soon as a booking is requested, ClickSoftware
intelligently reviews stock availability, customer location, skill
and tool requirements, travel distances and technician availability
to ensure motorist's needs are met in the most efficient way, and
with the additional complexity of meeting service level agreements,
even calculating the best route for a technician to take.
Some of these variables create complex scheduling challenges.
For example, replacement glass must be fitted in a covered dry area
- when a suitable space is not available in poor weather, a
specialist vehicle with a canopy is assigned the job, but the stock
must also be assigned to that vehicle.
Autoglass® works with most motor insurers in the UK market,
delivering glass repair and replacement services under strict SLAs.
In order to maintain these high levels of service, it must
operate at the highest possible productivity levels while keeping
technician and motorist safe. Autoglass® is committed to ensuring
motorists get the best customer service experience, especially in
emergency situations when they may be stranded at night or at the
side of a busy motorway.
Already delivering business benefits in two of its five regions,
the ClickSoftware solution is rapidly being rolled out to its
entire workforce of 1,200 mobile technicians across all of the UK.
Prior to implementing ClickSoftware, Autoglass® used an in-house
manual solution to provide mobile technicians with a daily schedule
of jobs, but it could not automatically optimize schedules as
events unfolded during the working day, such as travel delays or
unplanned appointments.
Dr. Moshe BenBassat,
ClickSoftware's Founder and CEO, concluded, "One of the unique
aspects of the solution we implemented at Autoglass® is that a
substantial portion of customer calls that arrive at a given day
are delivered that same day. None of our competitors come close to
the scale and intensity with which we deliver same day service,
based on our unique real time on-going optimization. We
achieve this while addressing a wide range of service variables
that create complexities for the decision makers, which results in
a smooth customer experience and a more efficient workforce. This
is why time and again customers from service organizations,
utilities, emergency services, telecommunications and many others
choose ClickSoftware to keep their customers happy while field
service teams operate as productively as possible."
Watch the video interview with Autoglass® to learn more
about their customer-centric operations:
http://www.clicksoftware.com/belron-video-customer-case-study.htm
About ClickSoftware
ClickSoftware (NasdaqGS: CKSW) is the leading provider of
automated mobile workforce management and service optimisation
solutions for the enterprise, both for mobile and in-house
resources. As pioneers of the "Service chain optimisation" concept,
our solutions provide organisations with end-to-end visibility and
control of the entire service management chain by optimising
forecasting, planning, shift and task scheduling, mobility and
real-time management of resource and customer communication.
Available via the cloud or on-premise, our products incorporate
best business practices and advanced decision-making algorithms to
manage service operations more efficiently, in a scalable,
integrated manner. Our solutions have become the backbone for many
leading organisations worldwide by addressing the fundamental
question of job fulfilment: Who does What, for Whom, With what,
Where and When.
ClickSoftware is the premier choice for delivering superb
business performance to service sector organisations of all sizes.
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 Statement
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 Belron and its customers from using
ClickSoftware's solutions. 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,
2012 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.
Media Contacts:
Kristin Amico
ClickSoftware
+1-781-272-5903 ext. 2364
kristin.amico@clicksoftware.com
SOURCE ClickSoftware Technologies Ltd