The ClickSoftware Difference

The fundamental difference between ClickSoftware solutions and ERP, CRM and Service Management Systems is our focus on driving decision making processes as opposed to managing routine data processing activities. Over the last twenty years we have devoted more than 500 person-years in researching and developing decision-support and resource optimization solutions. We are proud of the fact that we brought to the service sector what supply chain technologies have brought to the manufacturing sector when, in 1996, our CEO, Professor Moshe BenBassat, coined the term 'service chain optimization'. More recently, we were awarded a patent for our concept of continuous planning and scheduling, which is the fundamental principle behind the service chain optimization concept.

Our solutions have become the backbone of daily execution in many leading service organizations worldwide by addressing the fundamental question of job fulfillment: Who does What, for Whom, With what, Where, and When? This is known as the W6 paradigm.

ClickSoftware has become famous, globally, for managing the day-to-day operations of a service organization but this represents only a limited section of the service chain. ClickSoftware delivers the only end-to-end service optimization solution covering the full spectrum of decision-support and optimization needs of a service organization.

If you are looking for a Field Service Management solution, call ClickSoftware today to learn more about how we can help you transform your service operations.

Mission:

To create business value for service operations through decision-support and optimization solutions for any asset, anytime, anywhere.

10 key differentiators include:

1. Breadth & Depth - ClickSoftware provides the broadest and deepest portfolio of solutions for mobile workforce management and optimization solutions enabling organizations to rely on a single partner for all their workforce management needs. This comprehensive set of solutions cover the full spectrum of decision-support and optimization needs of a service organization; including shift scheduling (rostering), tactical resource planning (managing vacation requests, training, contractors), and long term capacity planning. Our forecasting solution produces customer demand forecasts for long term decision making as well as monthly, weekly and even daily forecasts. Additionally we offer analytic and reporting tools for measuring numerous key performance indicators in areas of service quality, resource utilization, and overall productivity
2. Decision Support. Optimal decision-support mechanisms create and manage daily schedules for maximizing productivity, minimizing travel and overtime, while maximizing compliance with SLAs (Service Level Agreements). Rich options for defining job priority and urgency ensures the right jobs are delivered at the right time. Optimal mixing of planned and reactive work increases overall productivity. Ability to share resources between groups- business lines or geographies- increases workforce utilization.
3. Coverage of a variety of job types. Within one product we cover the full mix of job types: from short jobs requiring one person, to multi-stage jobs requiring a multi-person team (crew) over several days or weeks. We also cover proactive as well as reactive jobs over extensive planning horizons. Such a comprehensive view enables greater flexibility in resource allocation decisions leading to higher productivity and customer responsiveness.
4. Configurability. Our products are highly configurable for a variety of business objectives and work flows in different regions/countries or business lines. Within a single installation, multiple configurations can be stored representing different practices and policies for different scenarios, e.g. a routine day vs. an emergency situation. Thus, when the need arises, with one click you can switch between modes of operation.
5. Continuous real time optimization. By leveraging wireless field communication using hand-held devices as well as location reports from GPS location-based services, we enable real time optimization of the daily schedule. This allows the service organization to respond quickly to unexpected events and emergency calls, and squeeze the most out of its available capacity at any given moment. With the automatic location reports, there is no need to wait for the technician to report his location; we know where he is and the algorithms or user can utilize this location information in resource allocation decisions.
6. Street Level Routing & Geocoding. ClickSoftware offers the only solution in the market which utilizes detailed street level maps for its ongoing travel-time and distance minimization. Other solutions base their decisions on postal code level, and/or use "as the crow flies" travel time, or other compromises such as distance matrices. ClickSoftware includes precise travel considerations at all stages in producing the schedule, as well as when presenting scheduling options. This ensures the proper commitment of resources taking into account one of the most critical aspects of scheduling (travel) which is becoming increasingly apparent in recent initiatives to reduce carbon emissions.
7. Proven scalability. We have the largest number of proven successful deployments for service operations employing 1,000+ field resources. For example: Anglian Water Services, Deutsche Telekom, Diebold, Philips Medical and Telstra are using our solutions to schedule thousands of field resources with a very intensive stream of incoming service calls.
8. Architecture & Integration. ClickSoftware provides a powerful and innovative service oriented architecture ensuring full availability and maximum agility with proven scalability. Robust open interfaces, web services and ready to use adaptors for a number of ERP/CRM systems allow smooth integration with any external system. A highly maintainable enterprise class application with sophisticated algorithms serves to effectively solve dynamic business problems with immediate response time providing values to a variety of organizational roles from field engineers to executives. This superior architecture allows us to provide innovative and improved field service management processes for our wide range of customers.
9. Educational Services. When it comes to field service and optimization, ClickSoftware is uniquely positioned to bring additional value in consulting that other firms simply cannot provide. Our experience of working with hundreds of service organizations has enabled us to offer a portfolio of services that take a more holistic view of a service organization-before, during and after an implementation.
10. Low Total Cost of Ownership. ClickSoftware offers a comprehensive field service management solution, incorporating work order management, optimized scheduling, mobility and reporting that can be deployed in under 70 days. This pre-configured solution covering installation, maintenance and repair services offers a rapid deployment and remarkably fast return-on-investment.

ClickSoftware delivers best-in-class functionality to a global client base of market leaders across high tech, telecommunications, utilities, home services and other industry sectors. ClickSoftware and its customers have received numerous industry awards, and is consistently ranked ahead of competitors by industry analysts, customers, and business partners.