Agenda

Sunday, October 6th

6:00pm

PartnerConnect Dinner

Invitation only dinner for our Partner Community - Meet us at Ruth's Chris Steak House located on the lower level of the Loews Vanderbilt Hotel Nashville, featuring expertly prepared USDA Prime steaks served sizzling on a 500° plate and an award-winning wine list.

6:00pm

Customer Advisory Board Dinner

Invitation only dinner for Customer Advisory Board Members - Meet in reception and join us for dinner at The Southern Steak & Oyster, where the menus combine indigenous flavors with exotic ingredients and offer an authentically southern adventure with a twist.

Monday, October 7th

10:00am - 5:00pm

PartnerConnect

A workshop for our Partner Community - ClickSoftware’s Partner Strategy in 2013 and beyond. Enabling your teams to win business and drive customer satisfaction . Click here to see the Agenda

8:30am - 4:00pm

Customer Advisory Board

Invitation only meeting for Customer Advisory Board Members

1:00pm - 5:00pm

ClickSoftware University

An interactive workshop for all delegates interested in the latest technology trends and how it may impact the field service industry. In this session you will have the opportunity to share knowledge and discuss the opportunity within Social, Mobility, Cloud and Big Data Technology for up scaling field service to new heights. Take a creative approach to understanding the challenges and the benefits of adopting these technologies in your organization.

5:30 PM - 6:30pm

Welcome Drinks and Speed Networking

Always one of the most popular sessions, ClickSoftware’s speed networking is designed to quickly introduce you to a large number of new contacts in one powerful session. These meetings initiate contacts that often last well beyond the two days of the conference, enabling the sharing of best practices long after the conference ends.

6:45 PM - 11:00pm

Welcome Reception

We hope that you will be inspired by the surroundings to network and share experiences with other ClickSoftware customers. Feedback forms from previous years always point to ‘networking’ as one of the biggest benefits so be sure not to miss this opportunity to get to know your peers in a relaxed and engaging setting.

Tuesday, October 8th

7:00am - 8:15am

Breakfast and Registration for New Arrivals

8:15am - 8:35am

ClickConnect Opening Ceremony

8:35am-9:20am

CEO Keynote: Right People, Right Time, Right Now

ClickSoftware Founder and CEO, Dr. Moshe BenBassat welcomes you to ClickConnect Americas 2013 providing an update on the progress that has been made at ClickSoftware over the past 12 months as well as sharing insight into market trends.

9:20am - 10:15am

Optimized Scheduling and Mobility within Belron

Simon Brown will present why they decided to implement Scheduling and the benefits case that supported the initiative, why they chose ClickSoftware and how they went about the project. In particular Simon will talk through Belron's focus on Change Management and how they kept the project agile along with the results so far and plans for the future.

10:15am - 10:45am

Coffee Break

10:45am - 11:30am

Beyond Workforce Management - The Power of Apps

The power and the potential that can be achieved with enterprise apps

11:30am - 12:15pm

Extending the Power of CRM to the Field

SourceGas is a natural gas local distribution utility head-quartered in Golden, Colorado, with operations in Arkansas, Colorado, Nebraska and Wyoming. SourceGas serves over 420,000 customers and operates 17,700 miles of distribution, gathering and transmission pipeline, as well as storage facilities. SourceGas and its subsidiaries also provide gas transportation, in-home HVAC and appliance service and sales, as well as gas commodity sales services to its natural gas customers. When faced with the challenge of reducing the cost of field work while providing exceptional customer service and visibility, SourceGas chose SAP Workforce Scheduling and Optimization by ClickSoftware to extend the power of their existing SAP systems and provide the technicians in the field information from the back office at their fingertips. Since implementing the system in 2012, the team has already achieved results in unifying work order processes across a four-state coverage area, automating scheduling, and reducing exposure to risk. Hear from Bryan Ax, Enterprise Solutions (IT) Project Manager at SourceGas, who will share how they leveraged the flexibility of the solution's modern platform to make their own changes to the system empowering them to serve their customers as efficiently and promptly as possible.

12:15pm - 1:30pm

Lunch

Meet industry peers, colleagues and visit the partner exhibition

1:30pm - 2:30pm

ClickSoftware Product Showcase

The Product development team will take the audience on a journey, providing insight into cutting edge technology available today and what's coming tomorrow

2:30pm - 3:15pm

Workforce Management with ClickSchedule: A Cultural Journey for Optimizing a Mobile Field Force

Craig White, Director of Business Process and Change Management and Richard Mitschke, Director of IT - Customer Service Systems along with Julie Hardy, Senior Manager, Accenture - Utilities will present the journey of the CSS Project at Atmos Energy. Atmos Energy, one of the country’s largest natural gas distributors, partnered with Accenture to implement SAP Customer Relationship and Billing, ClickSchedule, and SAP Mobility Solution with the key objective of improving customer service to its 3.2 million customers. This session will focus on the cultural challenges that Atmos faced while implementing an optimized workforce management solution affecting 800 field users across 9 different states and the lessons learned throughout the process.

3:15pm - 3:30pm

Coffee Break

Meet industry peers, colleagues and visit the partner exhibition

3:30pm - 5:00pm

Roundtables

Dive into conversation with topic experts and discuss key challenges, questions and lessons learned around the topical areas relevant to you. Each round table will be 25 minutes and participants will have the opportunity to attend three different round table sessions during this time.

  • Change like a champ – managing business transformation driven by technology
  • How apps can benefit field workers in the corporate world and how to select the right apps for your business
  • The connected service operation- improving visibility between customer service and the field
  • Top tips for managing an upgrade
  • Artificial intelligence: how can context aware personal assistant benefit my organization and field workers?
  • Mobile workforce management: on premise or in the cloud? Expert advice offered and all your questions answered
  • Industry trends: what’s hot with mobile workforce management technology?
  • Challenges in a real-time service organization: How to get continuous connectivity for dispatch and scheduling
  • Secrets for a successful optimized service deployment
  • Shift planning in your service operation – practical examples and case study examples from ClickSoftware customers
  • Long cycle business: scheduling assignments up to 30 consecutive days, managing Work Orders, managing customer assets and more
  • Top lessons learned from the biggest challenges experienced during technology deployments: A Holistic Solution and Approach to Workforce Management
  • Workforce Optimization and the Mobile Ready Enterprise

5:00pm - 5:15pm

Wrap up and Evening Activity

Recap on the days events, and info for the evening event

6:00pm

Grand Ole Opry

Meet in the reception and join us for a trip to The Grand Ole Opry, a historic performing landmark that has been around since the 1920s. Thousands of talented and well known performers have graced the stage of the Opry. This is the show that gave country music its name. You will experience a performance first-hand by Clint Black, Chris Young and the Charlie Daniels Band at the famous Grand Ole Opry and after enjoy a concert back stage to have a reception complete with hors d’oeuvres, drinks and entertainment.

Wednesday, October 9th

7:00am - 08:45am

Breakfast

8:45am - 9:45am

ClickSoftware Customer Community

ClickSoftware Vice President of Global Marketing, Efrat Ravid and Vice President of Sales, Stephen Timms- present the channels for you to get involved and actively participate in our community - with almost half a million users worldwide the customer community is a superb opportunity for you to network and share best practices. In this session, we will also present our prestigious customer awards.

9:45am - 10:30am

Gartner

Field Service Management and Mobility, how is the market progressing and what are the trends for service organizations to consider?

10:30am - 11:00am

Coffee Break

11:00am - 11:45am

The Next Generation of Appointment Booking

In today’s service world, the image of a customer having to wait at home a whole day for a service visit, is no longer acceptable. Customers expect to get it all, and get it now. They want the ability to book a service visit via an online website with a click of a button, get a narrow appointment slot, get notified when the technician is on his way, and have their service visit performed by the right technician at the right time in the right place. ClickSoftware provides a rich set of features to support its customers in offering excellent customer service. In this session Hadas Lahav, ClickSoftware Product Line Director will review the self-service appointment booking capabilities, substantial performance improvements to allow sub-second response, and the next generation of capacity management.

11:45am - 12:30pm

Concepts and Tools for Managing SLAs that You Can Meet

Sr. Product Line Director, Simon Arazi shares how effective Capacity Management is one of the best ways to ensure your company is equipped to meet the SLA’s you promise to your customers. ClickSoftware’s latest advancement in capacity management is unique in that it helps to make sure that all expected tasks will be served within the SLA or alternatively tells you what SLA you can promise within your current capacity. Taking this one step further, the solution then has the ability to direct the appointment booking mechanism and tell it what capacity to allocate for each area, day and task type.

12:30pm - 12:45pm

Wrap Up

Recap on the days events, and conclusion of main conference

12:45pm - 1:45pm

Lunch

Meet industry peers, colleagues and visit the partner exhibiton

2:00pm - 4:30pm

Workshops

Get the most out of your time at ClickConnect by spending the afternoon in one of our workshops hosted by product and solutions experts. Come with questions, leave with answers. Workshop topics will include:

Leveraging the Service Marketplace- Extending your Field Workforce through Integrated Contractor Management

Outsourcing is not a new concept for many service organizations. However, managing directly employed workers and contractors can prove to be a difficult balancing act, but also very effective in terms of cost and field service delivery. The interaction between the service organization and the contractor may be managed either per headcount (individual resources) or per capacity (person hours). Whichever the choice, the proper contractor management software solution provides:


  • Coordination and synchronization
  • Required visibility for each party
  • Reduced operations costs due to better visibility of control
  • Customer satisfaction due to improved service level

ClickSoftware’s solutions offer service providers the unique ability to gain this visibility and control to and from their contractors. Join this workshop to learn about the different options to leverage your ClickSoftware solutions to better optimize your use of contractors and hear real examples of other customers who have put these solutions in practice.

When to Optimize to the Best Interest of your Organization and the Customer

Service businesses vary in their preferences and objectives. In other words, they vary on their views of what is a good schedule: Is it one that emphasizes productivity? One that focuses on service quality and customer satisfaction? Minimizing costs such as overtime and travel? Employee satisfaction? During this interactive workshop hear real customer examples and learn when the best time for a fully optimized schedule is. What are the challenges vs. the benefits? Is it better to drip feed your appointments or have a full day’s schedule?

Key Metrics for Measuring your Service Business

Every business focuses on and measures revenue.  Every business focuses on profit and loss.  But when it comes to your service business, how do you measure the efficiency of your operation and the quality of service that you are providing for your customers?  More importantly, how do you then use this data to drive more informed business decisions? Join this interactive workshop to learn how to leverage ClickSoftware’s solutions to explore the key metrics for measuring your service business that will align with your business goals and objectives.

Building a Mobile Strategy that Sticks

The use of mobile technologies in field services is wasted without a good business strategy in place.  Implementing a mobile workforce management strategy is essential to developing a more flexible, innovative, and productive workforce. With technology changing rapidly, it is important the tools you select for your business as part of that strategy are designed to stand the test of time. During this workshop, you will learn about new innovations in mobile technologies which your organization should consider as a part of your mobility strategy, as well the steps you should take in your organization to build a mobile strategy that prepares you for what the future of mobility holds.


  • How to make BYOD a reality
  • How to select the right mobile device for your business
  • Enabling cross-platform mobile applications with HTML5
  • Leveraging apps to quickly deploy new functionality to the business
  • How does mobility fit into your existing enterprise architecture strategy?
  • User adoption and change management
  • Gaining cross departmental buy-in
  • Security and compliance considerations

Utility Customer Community Group

ClickSoftware would like to invite you, as a peer amongst the ClickSoftware user community in the utility industry, to join fellow customers for a forum in which you as clients can gain value just by direct discussions with others in your industry.  The purpose of this forum is to collaborate and share information about how your organization runs the service operations, and how you have applied ClickSoftware’s solutions. *This group is for ClickSoftware utility customers only.



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Location

Loews Vanderbilt Hotel Nashville

Loews Vanderbilt Hotel, Nashville

Where legendary Loews service meets true Southern hospitality.

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