From the Wires
cablex AG, a Subsidiary of Swisscom AG, Selects ClickSoftware to Improve Customer Service Through Enterprise Mobility and Scheduling Automation
Chosen for ability to mobilize and schedule complex tasks in real-time to 900 field engineers with seamless SAP integration
By: PR Newswire
Dec. 5, 2012 02:01 AM
BURLINGTON, Massachusetts, December 5, 2012 /PRNewswire/ --
ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimization solutions for the service industry, today announced that cablex AG, a subsidiary of Swisscom that plans, builds and maintains high-performance ICT and network infrastructure solutions for the energy, communication, transport and facility industries, has selected ClickSoftware mobility solutions to improve the customer experience while optimizing scheduling for field engineers.
cablex has 900 field engineers working through 20 service centers across Switzerland providing 24/7 support for a diverse and complex range of products. This complexity has led cablex to seek out a software solution that could seamlessly integrate with SAP to automate its job scheduling, which to date has been conducted manually, using spreadsheets and the telephone.
"We know there are efficiency gains to be made in the way we serve customers in the field," said Daniel Pelizzoni, Head of Service Operation at cablex. "It has been difficult to find a software solution that we were confident could help address our business challenges, whilst improving customer satisfaction through increased productivity. We believe we will achieve that with ClickSoftware."
The ClickSoftware Mobility Suite will be implemented by Swisscom IT Services AG, part of cablex's parent company Swisscom. Once complete, the new solution will integrate seamlessly with SAP, automatically scheduling all Service Orders as they are raised. Service Orders will be scheduled based on the products involved, task complexity and priority, balanced against the need to ensure all service level agreements are met. The skills of individual engineers will also play a key role in appropriately scheduling Service Orders.
Field engineers equipped with mobile devices will have constant access to real-time information about their schedules, and the ability to communicate with dispatchers, where previously they could only use a phone for such communication. Engineers will be updated about schedule changes in real-time and can inform dispatchers electronically when a job is complete. If a follow-up visit is required, engineers will be able to book it with the customer in real-time.
"We selected ClickSoftware because the solution offered us access to the latest technology. The mobility and scheduling solutions will be easy for our engineers and dispatchers to use, is comprehensive, and will scale as our company continues to grow," said Sascha Spasovski, Program Manager/CIO at cablex.
"Service organizations are moving towards a model of real-time communication in all facets of the organization, and they understand that enterprise mobility solutions are the key to driving these goals forward," said Hannan Carmeli, President and COO, ClickSoftware. "By integrating with back end systems, including the systems of our partners such as SAP, our customers are well positioned to reap the benefits of the latest mobile technology especially the ability in increase customer satisfaction."
cablex AG is the leading provider for planning, building and maintaining high-performance ICT and network infrastructure solutions at competitive prices to meet present and future market needs.
Rapid technological innovation, the upcoming energy reform, the change to the next generation mobile (4G), FTTH rollout, increasing mobility require investments in communication, energy, transport and facility. We offer comprehensive networking solutions with state-of-the-art technologies and work together with you to lay the infrastructure foundation for the future:
For more information please visit http://www.cablex.ch
About Swisscom IT Services
Swisscom IT Services AG ranks as one of the leading Swiss providers specialising in the integration and operation of complex IT systems. The Swisscom subsidiary's core skills lie in the fields of IT outsourcing services, workplace services, SAP services and financial services (services for the financial industry). The 2,900 employees of Swisscom IT Services look after approximately 400 customers in Switzerland, Austria and Singapore, and generated revenues of CHF 859 million in 2011. The SAP division is Switzerland's leading full-service SAP provider, developing, implementing and operating solutions for medium-sized and large companies. Our customers benefit from long-standing, sector-neutral technological expertise, process know-how and integration experience.
For more information please visit http://www.swisscom.ch/sap
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, and Asia Pacific. For more information, please visit http://www.clicksoftware.com. Follow us on Twitter.
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