Fisher & Paykel Appliances Delivers Service Optimization with ClickSoftware's Scheduling Solution
10 Junho 2004 - 10:00AM
PR Newswire (US)
Fisher & Paykel Appliances Delivers Service Optimization with
ClickSoftware's Scheduling Solution Real time scheduling provides
enhanced visibility and control of both internal service resources
as well as sub-contractors BURLINGTON, Mass., June 10
/PRNewswire-FirstCall/ -- ClickSoftware (NASDAQ:CKSW) has completed
the implementation of its optimized scheduling and dispatch system
at the Australian customer service operation of Fisher & Paykel
Appliances. The successful implementation of the system has enabled
them to increase the number of daily service calls completed by
their technicians as well as improving response times and customer
satisfaction levels. The company's customer service operation in
metropolitan Australia is provided by franchised representatives.
They are licensed to exclusively service Fisher & Paykel
products and customers within their respective boundaries and
capabilities, and have been given the potential to improve their
bottom-line with the new system in place. To ensure that the
Company's customers consistently receive preferred appointment
times and the right resources, ClickSchedule makes real-time
decisions based on multiple variables, such as travel time,
resource load, work priority and each technician's specific area of
expertise. Fisher & Paykel Appliances are also planning to
implement ClickAnalyze, which will transform their service
operation data into intelligence leading to further optimization of
their service performance. "ClickSoftware provided the technical
expertise, in terms of scheduling, GIS and mobile solutions, to
move from a trial to a full national implementation in under four
months," said Rod Gruggen, General Manager - Customer Services
Australia of Fisher & Paykel Appliances. "Our success relies on
our customer service representatives and franchise owners. Knowing
that the ClickSoftware system is making them more productive, has
meant an easy and swift adoption of the technology throughout our
network of subcontractors." The ClickMobile application, powered by
mobile software technology from Orsus Solutions provides real-time
dispatch of jobs with reactive scheduling, for better control and
customer service. Using handheld Symbol devices, technicians can
send and receive the data required to effectively complete tasks,
wirelessly report on parts utilization, trigger billing and print
invoices using an infrared printer. "The combination of mobile
computing with real-time optimization algorithms is taking capacity
utilization and customer responsiveness to new heights. Fisher
& Paykel Appliances is committed to delivering great service,
and, by adopting pioneering technologies, it is now reaping the
benefits that optimization solutions offer in maximizing customer
service while minimizing operating costs," said Dr. Moshe
BenBassat, CEO of ClickSoftware. "Our experience and understanding
of the logistical and operational challenges in the appliance
service industry is second-to-none, and this implementation extends
our leadership in this market. As customer service becomes the
deciding factor for consumers, technology can provide the means for
industry players to gain the upper hand." ClickSoftware's
Professional Services team installed the ServiceOptimization Suite
in Fisher & Paykel Appliances' customer care center in
Brisbane, which handles field service operations across Australia.
ABOUT CLICKSOFTWARE ClickSoftware is the leading provider of
workforce and service optimization solutions that maximize
workforce productivity and customer satisfaction while minimizing
operations costs. ClickSoftware's ServiceOptimization Suite
provides an integrated, intelligent solution for automatic,
efficient, and effective decisions over the entire service
decision-making chain. It includes reliable customer demand and
workload forecasting, strategic and tactical capacity planning,
daily service scheduling, troubleshooting and repair support,
wireless workforce management, and business analytics, connecting
all organizational levels and functions. The company is
headquartered in Burlington, MA and Israel, with offices in North
America, Europe, and Asia Pacific. For more information about
ClickSoftware, call (781) 272-5903 or (888) 438-3308 or visit
http://www.clicksoftware.com/. This press release contains express
or implied forward-looking statements within the meaning of Section
27A of the Securities Act of 1933, as amended, and Section 21E of
the Exchange Act. These forward-looking statements include, but are
not limited to, those regarding growth in ClickSoftware's revenues
and sales and partner networks. Such "forward-looking statements"
involve known and unknown risks, uncertainties and other factors,
which may cause actual results or performance to be materially
different from those projected. ClickSoftware's achievement of
these results may be affected by many factors, including among
others, the following risks: that the economic outlook may
adversely affect the demand for ClickSoftware's products; that the
market acceptance of ClickSoftware's products may not grow as
anticipated; that ClickSoftware may fail to expand its
relationships with third parties that provide implementation and
professional services to its clients; and other risks associated
with ClickSoftware's business. For additional information regarding
risks relating to ClickSoftware's business, see ClickSoftware's
filings with the Securities and Exchange Commission including
ClickSoftware's annual report on Form 10-K for the year ended
December 31, 2003, and subsequent filings with the Securities and
Exchange Commission. ClickSoftware does not undertake to update any
forward-looking statements. CONTACT: Ali Merifield Simon Morris
LEWIS PR ClickSoftware, Inc. 617/454-1100 781/272-5903, x2293
DATASOURCE: ClickSoftware Technologies Ltd CONTACT: Ali Merifield
of LEWIS PR, +1-617-454-1100, , for ClickSoftware; Simon Morris of
ClickSoftware, Inc., +1-781-272-5903, ext. 2293, Web site:
http://www.clicksoftware.com/
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