ADT in Australia Improves Customer Service with ClickSoftware
Largest global provider of electronic security solutions invests in field service optimization technology to improve customer service and customer loyalty.
BURLINGTON, Mass., May 3, 2011 /PRNewswire/ -- ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated workforce management and optimization solutions for the service industry, today announced that the Australian arm of ADT, the world's largest and most experienced provider of electronic security solutions, has selected and implemented ClickSoftware as its optimized resource scheduling and routing solution. The solution will allow ADT Security in Australia to improve the service it provides to its residential, commercial and retail customers whilst also delivering clearer visibility of field operations and in turn helping to boost worker productivity and simplify administration.
The security services sector is exceptionally competitive and ongoing loyalty is of paramount importance. Therefore, the most effective means for companies like ADT to be competitive is to provide the very best service. ADT in Australia recognized that an effective means to help improve customer service would be through the implementation of scheduling software that could optimize the deployment of staff in the field. After researching potential technology suppliers and consulting with leading analysts, ADT selected ClickSoftware.
"The ClickSoftware solution will efficiently optimize the way we schedule our workforce, allowing us to provide better service to our customers, and ultimately increasing our competitiveness in the market place," said Mark Norton, Managing Director of ADT Security in Australia
When a customer calls ADT Security requesting an installation or maintenance visit, ClickSchedule will provide a range of optimized appointment windows. It considers and optimizes a variety of complex factors including appointment time, technician prior location, customer location, technician skills and certification level, availability of equipment, and the nature and severity of the service issue. The customer is then able to book the appointment on the spot.
This is automatically completed in real-time, dynamically altering the schedule to ensure coverage for both routine and exceptional customer demand.
Street Level Routing capabilities will automatically provide the best route for the company's field engineers to take between jobs, ensuring they spend more time serving customers, not traveling.
"ADT in Australia is looking to lead the way with best practice customer service and the implementation of ClickSoftware is another way we are demonstrating our commitment to our customers," concluded Norton.
"We are delighted to be working with ADT in Australia. Their selection of ClickSoftware is another clear demonstration that our solution goes to the centre of improving and sustaining competitiveness," said Dr. Moshe BenBassat, Chairman and CEO of ClickSoftware. "ADT in Australia will be viewed as the show case for other ADT subsidiaries around the globe and we are confident that our products will prove the expected business value by ADT," added Dr. BenBassat.
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 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 ADT Security in Australia 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, 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 Melissa Banaszak ClickSoftware melissa.banaszak@clicksoftware.com (781) 272 5903 Ext: 2272 |
ClickSoftware Media Contact Dan Carlson Corporate Ink dcarlson@corporateink.com (617) 969-9192 |
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SOURCE ClickSoftware Technologies Ltd
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