-- ClickButler enables increased worker
productivity by addressing time-consuming minor tasks and allowing
the employee to finish more calls during the day
MOUNTAIN VIEW, California,
Feb. 11, 2014 /PRNewswire/
-- Based on its recent analysis of the mobile workforce
management (MWM) market, Frost & Sullivan recognizes
ClickSoftware (NasdaqGS: CKSW) with the 2014 North American Frost
& Sullivan Award for New Product Innovation Leadership.
ClickSoftware's innovative offering, the ClickButler service, is a
context-aware, intelligent software assistant that anticipates and
acts to optimize field service workers' efficiency, job quality,
and safety.
The ClickButler software service is available via the company's
mobile solution,and although it is extendable to any of
ClickSoftware's products, it is unique when applied as a mobile
assistant to service workers in the field. It leverages artificial
intelligence (AI) capabilities to anticipate a mobile field
worker's need to perform a certain function, present specific
recommendations on the mobile device, and then executes the
suggested actions.
"A simple example would be ClickButler recommending implementing
'the next best action' after a repair call has been completed.
After asking and getting approval from the worker to call the
customer, it automatically pulls up the customer list, identifies
the next service appointment, finds the contact information, and
makes the phone call to that customer," said Frost & Sullivan
Principal Analyst Jeanine Sterling.
"This activity, which would otherwise require swiping, clicking and
typing, is streamlined and performed rapidly and efficiently by
ClickButler instead."
Frost & Sullivan notes that context awareness in a business
setting encompasses a broad range of variables. For a field service
worker, these would include the type of job, service level
agreement (SLA) commitments, job priority or urgency, the next
task, as well as proximity to parts and peers. ClickSoftware
identifies and captures all of these data and uses them to enable
AI, which quickly and correctly processes the data to implement or
adjust actions for the field worker.
ClickButler's capabilities also enhance worker safety by
eliminating the temptation to perform tasks on the device while
driving. Company liability can be decreased in other ways by
incorporating automatic safety features such as checking wind speed
before climbing onto a roof or proactively warning about a
dangerous neighborhood.
"ClickButler also helps the worker do higher-quality work, by
addressing work details that can easily be missed or by alerting
him or her to the need for a certain part or piece of information.
This optimizes the time to first fix and reduces the need for
costly return calls," noted Sterling. "In addition to decreasing
expenses, ClickButler can improve revenues by alerting the worker
to upsell opportunities while on the customer site or simply by
enhancing customer satisfaction through efficient, timely
service."
ClickSoftware already has more than 250 enterprise clients with
more than half a million workers using its service optimization
software. This represents a vast base of businesses to be
mobilized. Services such as ClickButler offer a strong incentive to
extend ClickSoftware capabilities onto mobile devices in the field,
which significantly expand the company's customer base.
Each year, Frost & Sullivan presents this award to the
company that has developed an innovative element in a product by
leveraging leading-edge technologies. The award recognizes the
value-added features/benefits of the product and the increased ROI
it offers customers, which in turn increases customer acquisition
and overall market penetration potential.
Frost & Sullivan's Best Practices Awards recognize companies
in a variety of regional and global markets for demonstrating
outstanding achievement and superior performance in areas such as
leadership, technological innovation, customer service, and
strategic product development. Industry analysts compare market
participants and measure performance through in-depth interviews,
analysis, and extensive secondary research in order to identify
best practices in the industry.
About ClickSoftware
ClickSoftware (NasdaqGS: CKSW) is the leading provider of
automated mobile workforce management and service optimization
solutions for the enterprise, both for mobile and in-house
resources. As pioneers of the "Service chain optimization" concept,
our solutions provide organizations with end-to-end visibility and
control of the entire service management chain by optimizing
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 organizations worldwide by addressing the fundamental
question of job fulfillment: Who does What, for Whom, With what,
Where and When.
ClickSoftware is the premier choice for delivering superb
business performance to service sector organizations of all sizes.
The company is headquartered in the
United States and Israel,
with offices across Europe,
Latin America and Asia Pacific. For more information, please
visit www.clicksoftware.com. Follow us on Twitter.
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