On-Demand Webinars

Thought Leadership Webinars | Industry Related Webinars | Solution Webinars | Small-to-Medium-Business Webinars

Thought Leadership Webinars

Capgemini and ClickSoftware invite you to join: The Traffic Management Act Featured Webinar

Focus: UK Councils are increasingly taking advantage of the Traffic Management Act, and this means that organizations in Utilities, Local Government and Telco industries can incur fines for failing to provide the right notice period for road works or initiating road works outside of the allotted time zone. Capgemini has developed a system which informs organizations in utility, telco and local government industries about sensitivity levels for roads. The system provides information about what notice periods are required to initiate road works, and the times road works are allowed to take place.

Capgemini's Traffic Management Act integrates with ClickSoftware and SAP. The systems work together to ensure that details of road sensitivity are taken into consideration when building task time slots for your mobile workforce.
Optimized Workforce-Management: Three Ways to Boost Service Revenue featuring FirstEnergy

In challenging economic times, customer loyalty becomes even more vital in driving the sustainability of your overall business. Yet ever-increasing customer needs must be met while keeping a tight reign over service-related costs. This creates the need for a well-oiled, efficient service organization that maximizes the utilization of its workforce and other service resources. As such,

Aberdeen's research continues to indicate a great interest in workforce- management best practices and solutions, despite difficult economic times.

Listen to Aberdeen, SAP, ClickSoftware, and FirstEnergy discuss how best-in-class companies are equipping themselves as profit centers to ensure their viability in uncertain economic times.
The Agile Field Service Organization

As customer expectations for faster service delivery grow, service organizations from all industries encounter more challenges in building and maintaining daily work schedules to ensure technicians arrive on time and work productively. In order to gain a competitive edge, leveraging real-time data is key. This presentation discusses the increasing importance of the Real-Time Service Enterprise and how the maturity of mobile devices, GPS, and RFID technologies offer unique opportunities to continually optimize service delivery execution. Hear from featured guest Forrester Research Senior Analyst, Patrick Connaughton, and ClickSoftware CEO, Dr. Moshe BenBassat as they discuss how this real time decision making allows organizations to increase workforce productivity and customer responsiveness while remaining profitable.
The Aging Workforce: Planning for the Decrease in Skilled Workforces

Changes in availability and composition of skilled workforces over the next decade will require companies to enhance their service strategy plan and take into account the gap between the demand for service and their availability to provide it. Recent studies and surveys regarding aging workforce issues show that though companies are aware of the significant impact that the aging workforce will have on their daily operation and performance, very few have taken action. In order to address the inevitable change in the workforce structure, a set of short and long term activities need to be taken. Listen to this webinar and learn about action plans designed to help operational managers better prepare for this future challenge.
Service Proficiency Through Attitude and Behavioral Change (7.66 MB)

This webinar explores the psychological effects of change management initiatives, and it is a serious consideration for all organizations embarking on the service proficiency journey. Failure to manage change effectively is a major source of stress. Our guest speaker for this session is Dr. James Briscoe, one of the UK's leading psychiatrists. Dr. Briscoe has a wealth of knowledge, both practical and theoretical, in managing stress in the workplace and will share with us his observations and practical advice on how to get people to positively embrace change.
Proactive Management of a Reactive Business - Changing the Service Operations Dynamic (6.67 MB)

This session will focus on the methods and principles for improving efficiency and effectiveness of your field service operations. We will discuss the importance and benefits of moving the service operations from reactive mode into proactive mode.

Service is often a reactive industry. Calls come into a call center and service professionals react to these calls by scheduling service engineers to address the problems. Too often, however, service companies focus only on reacting to customer demands, neglecting the important proactive steps that enable truly effective scheduling. Without reliable forecasting, capacity issues can spring up, leading to excessive overtime or idle time once jobs are scheduled.

Attendees to this webinar will learn how to:

  • Analyze their companies' service operations
  • Identify areas for improvement in service planning and forecasting
  • Learn to shift from a reactive to proactive mentality

The webinar is targeting tactical and operational service managers within your companies.
Enabling Service Proficiency Through Technology (8.96 MB)

The first in our trilogy of service proficiency webinars explained the challenges with using productivity as a single measurement of success and, instead, we argued that a broader approach is essential.

This second webinar now expands the service proficiency concept and looks at the contribution that technology can make with increasing an organization's degree of service proficiency and the drive to maximize engineer productivity. Technology is an enabler to both success and failure and this thought-provoking webinar examines both aspects — investment in the wrong technology or implementing technology incorrectly can have negative effects on overall service proficiency.

Industry Related Webinars

COMMUNICATIONS: Why "good enough" is simply not good enough: Going for the Olympic Gold

What would you do if you only had one chance to successfully perform each and every service task? What if you knew that the whole world would hear about any minor mishap you went through, even if you recovered and resolved matters within a few minutes? What do you do when "good enough" really isn't good enough?

This was the situation that faced China Netcom Group Corporation (CNC) China, as they accepted responsibility for being one of two official telecommunications providers for the 2008 Beijing Olympics, used by visitors, sports teams, and media crews from all over the world. Just as the competitors could not afford the slightest mistake, neither could the battalions of service engineers who were charged with keeping the communications lines humming smoothly.

Listen to this webinar and hear the story of how a group of dedicated people met the challenge of providing service for the greatest show on earth - the Olympics.
Utilities: Smart scheduling for smart meters

Utilities and many commercial and residential customers are looking ahead to a time when smart meters, which provide intelligent, real-time electricity, gas and water usage information, are pervasive. Smart meters promise overall cost reduction, better information for utilities and customers about usage and a "green" approach to generating, delivering and consuming energy and water. This session discusses the smart meter landscape, its benefits to both utilities and their customers, and some of the challenges that lie ahead for early adopters. Planning ahead - for everything from regulatory compliance to meter replacement - will significantly improve a utility's chances for smooth adoption of smart meters across the customer base, leading to cost savings and happier customers.
Insurance: Leveraging Field Resource Optimization Technology to Address the Competitive and Financial Pressures on Insurance P&C lines

Long considered one of the most stable industries, the insurance sector is facing major changes to the competitive landscape. It begins with deregulation, which opens up the field to new entrants while creating new business opportunities for insurers. Then there is the Internet, which is driving many insurers to reappraise traditional agent-based networks. These changes are taking place at a time when the industry is also facing enormous financial pressures.

Insurance companies are waking up to the fact that to survive and prosper they must reinvent themselves by streamlining or transforming existing processes. Listen to this session and discover how insurance companies are starting to leverage optimization technology to achieve improved service levels, actuary ratios and a reduction in their operational expenses.
ClickSoftware for Water Utilities Partner Webinar (6.23 MB)

ClickSoftware's packaged offering for water utilities draws on our depth of experience in serving water utility customers around the world. The result is an out-of-the-box solution, preconfigured with industry best practices, designed to minimize the time, cost and risk associated with optimization technology implementations.

Offering fully automated optimization, ClickSoftware for Water Utilities helps service managers ensure all scheduling decisions are consistent with service policy while minimizing the need for human intervention.

In building the optimized schedule, this packaged solution takes into account technician location and skill set, customer location and service level agreement, equipment needed, time to complete the job, and a host of other considerations-all of which impact how optimal the ultimate schedule is. The optimization is further enhanced by the incorporation of street-level routing, which facilitates minimized travel time and cost.

What This Means to Our Partners

  • Ability to generate new consulting revenue to mid-market customers
  • Align the service operation with established industry best practices
  • Key differentiator from our competition (no other competitor in this space has such an offering)
  • Reduce risk associated with implementation -
    • Reduced time to implement - always customer to be up and running quicker thus realizing ROI faster
    • Reduced cost to implement
    • Reduce complexity of the implementation
Utilities: The Inconvenient Truth About Crew Management (7.5 MB)

Addressing the complexities of crew management is no easy task. From crew creation and allocation to shuffling resources between crews and identifying the skill sets of individual crew members, daily management of a workforce stands as an insurmountable challenge...until now. ClickSoftware's Mobile Workforce Management Solution overcomes this challenge by optimizing service decisions, resulting in increased productivity for managing and executing long cycle work.

View this webinar to learn how ClickSoftware's Mobile Workforce Management Solution meets the challenges of crew scheduling.

Solution Webinars

Introducing the Next Generation of Mobility - The ClickSoftware Mobility Suite

Download this recorded webinar and discover how ClickSoftware has created a step change in mobile enterprise applications by combining years of mobile application experience with the latest functional and technical developments.

Featuring guest speaker Will McNeill, from AMR Research, who discusses the latest trends in mobility and the key elements organizations should consider when evaluating mobile solutions.

Ranked as "Champion" in the Aberdeen Group's 2009 Mobile Field Service Axis Report, ClickSoftware has leveraged their expertise in the world of mobility and experience of successful mobile implementations to bring a world-class mobility solution to meet the needs of every service business.

Planning the Smart Meter Deployment

This webinar focuses on the planning stages of an AMI roll-out; from making decisions about where to deploy and when, to deciding whether to use internal resources, contractors, or a mixture of both.

When embarking upon a major AMI deployment there are several considerations; cost, customer satisfaction, resource capacity and internal change management to name a few. To truly consider all of the possibilities it is best to employ a structured planning framework that allows for the modeling of multiple complex and varied scenarios. There are benefits, implications and risks associated with each decision or grouping of planning decisions.
How Best Buy's Service Operation 'Clicks' with Optimized Scheduling

As any field service organization knows, consistently getting the right technician to the right place, at the right time, with the right tools is one of the biggest challenges to customer satisfaction.

From home theatre delivery and installation to in-home support from the famous Geek Squad, Best Buy's scheduling and dispatching challenges are immense. Any organization with a field service team will gain from hearing about how Best Buy's has raised the bar for customer service by optimizing their service chain. Hear from Andrea Newman, Senior Director, Service Operations Development at Best Buy on how an optimized mobile workforce scheduling solution makes things click.
Parts Management - Achieving Greater Resource Efficiency

Leading service organizations constantly strive to meet the age old challenge of doing more with their existing resources. But finding the right area to work toward efficiencies is not always so simple. Where can a service organization make small changes that have big impacts? Service parts management is the key to unlocking greater resource efficiency.

A recent Aberdeen Group study stated that due to escalating costs of service calls and increasing customer demand for first-call fix performance, implementing the technology and process to ensure part availability at the point and time of service can offer significant upside opportunities for improvement.

Learn how, by considering service parts as an integral part of the scheduling process, your organization can achieve greater resource efficiency and improved levels of service execution.
Our presenter Stewart Hill will demonstrate how effective service parts management will lead your service organization to:

  • Better operational results and increased performance as resources will arrive to appointments on time with the correct parts to complete the service visit,
  • Reduced mileage and dispatch costs by improving the first time fix rate and reducing the need for repeat visits,
  • High resource effectiveness achieved through less travel time and more effective work as parts pickup process planned as part of the schedule,
  • Increased customer satisfaction as customers receive the service on time as committed with any SLAs being met.
Service Optimization: Featuring NAVTEQ (5.19 MB)

Learn how NAVTEQ and ClickSoftware are working together to help organizations create optimized field service schedules that minimize travel time and strengthen your field force management organization. ClickSoftware's flagship product, ClickSchedule, ensures that customers' requests are handled efficiently on the day of service by managing the delivery process from start to finish. ClickSchedule provides fleet managers greater business value through proactive customer demand forecasting, capacity planning, and real-time decision-making.

NAVTEQ supplies the comprehensive underlying map data for ClickSoftware, providing accurate road attributes and precise travel times. Field Service Organizations benefit because ClickSchedule with NAVTEQ data produces higher levels of productivity, customer satisfaction, and cost effectiveness-which is most important during times of economic hardship and increased competition.
Where Logistics Meets Location Technology Featuring ClickSoftware and Pitney Bowes MapInfo (47.84 MB)

Are gas prices driving up your costs? Are you looking for a way to optimize your scarce workforce yet still deliver high quality service?

In the current climate of increasingly higher costs of doing business, especially gasoline prices, field service management companies must maintain both optimum service levels to customers and maximum ROI. Only the location intelligent company will survive. Learn how combining logistics planning with location technology can help. Download this webinar to see how to get it done.
Location-Based Services Webinar (8.88 MB)

As part of our continuing effort to increase market reach penetration into new and existing markets, we are proud to announce our Location-based services (LBS) solution, the latest feature add-on to Version 7.5 of the ServiceOptimization Suite. LBS is designed to capture the location information of a field service engineer and/or his or her vehicle and integrate it with ClickSchedule for use in optimized scheduling. LBS then enables service organizations to improve their service operations by allowing them to make decisions and take actions based on location information including, near real-time engineer locations. In effect, LBS enables service managers to "see" the current location of the entire mobile workforce at one time.

ClickSoftware's first-class LBS solution can receive location information from GPS, cell-tower ID, cellular triangulation, assisted GPS and others and integrates to ClickSchedule via Web Services. In addition to location information, LBS provides information on an engineer's travel direction, current speed and whether or not the engineer is currently moving. Information also includes a time stamp to establish when the information was processed. LBS also captures information on engineers' actual daily routes and provides after-the-fact analysis capabilities to compare planned versus actual routes to provide customer service representatives more complete information when addressing customer issues.

The webinar highlights:

  • What Location-Based Services are and how they work
  • How LBS can improve efficiencies and effectiveness of a service organization
  • How LBS and optimizing scheduling can positively impact the bottom line of a service organization
Optimizing Work and Asset Management Resources (16.39 MB)

ClickSoftware, the leading provider of mobile workforce and service optimization solutions, and MRO Software, an IBM Company and the leading provider of asset and service management solutions, have joined forces to offer clients complete work and asset management capabilities.

This webinar will focus on how the IBM Maximo Asset Management solution and ClickSoftware's ServiceOptimization Suite work together to seamlessly manage the mobile workforce as well as assets that need maintenance. Maximo, which is widely used by asset intensive organizations, provides efficient work control and supply chain management.

Presenters will explore how linking asset information to intelligent decision-making enables dynamic optimization of resources in the field; thus, ensuring reliable and responsive work completion for corrective and preventative maintenance, while maximizing utilization. Speakers will reveal how integration between Maximo and the ServiceOptimization Suite delivers the following: reliable customer demand forecasting; strategic and tactical capacity planning; optimization monitoring; daily service scheduling; mobile workforce management; and service business analytics.

Learn how this joint solution helps customers maximize workforce productivity and customer satisfaction while controlling, and then minimizing, operational costs.
Introducing the Next Generation of Mobility - The ClickSoftware Mobility Suite

Download this recorded webinar and discover how ClickSoftware has created a step change in mobile enterprise applications by combining years of mobile application experience with the latest functional and technical developments.
Featuring guest speaker Will McNeill, from AMR Research, who discusses the latest trends in mobility and the key elements organizations should consider when evaluating mobile solutions.
Ranked as "Champion" in the Aberdeen Group's 2009 Mobile Field Service Axis Report, ClickSoftware has leveraged their expertise in the world of mobility and experience of successful mobile implementations to bring a world-class mobility solution to meet the needs of every service business.


Small-to-Medium-Business Webinars

Low Cost, Low Risk, Fast ROI - Field Service Management from Aspective and ClickSoftware

When it comes to managing the field work force, service organizations of all sizes usually understand the potential advantages of optimized scheduling and dynamic real-time mobile communications with technicians.

For many of these organizations, however, such solutions have appeared frustratingly out of reach because of concerns about affordability, the perception of risk, or simply the time and effort that might be involved in piecing together a total solution from multiple vendors.

Many field service organizations have been looking for a robust, "one-stop" solution that:

  • Can be rapidly deployed with a low total cost of ownership
  • Offers a rapid return on investment
  • Incorporates industry best practices and business processes
  • Provides world-class optimization and real-time communication capabilities
  • Allows the organization to change service policies without the involvement of application providers

Created with the needs of mid-sized service organizations in mind, Aspective, a Vodafone company and Microsoft CRM Partner of the Year and ClickSoftware, the leading provider of mobile workforce management solutions can now offer a state-of the-art Field Service Management solution specifically geared toward the needs of service organizations with between 50-500 field resources.

Please join this webinar to learn how Aspective and ClickSoftware are bringing optimized scheduling and dynamic real-time communications capabilities within the reach of midsized companies - and to get a sense of how such solutions could work in practice in your own organization.
The Impossible Dream? Can midsized service organizations transform themselves to deliver high quality and profitable service? (11.37 MB)

This informative Webcast presents new Aberdeen research on how midsized service organizations are leveraging technology and business best practices to overcome market challenges unique to smaller firms.

It discusses the actions and approaches that these organizations are using to deliver sustainable post-sale service that exceeds customer expectations and results in increased profitability for the service operation. This webcast also presents solutions to common service challenges specifically tailored for mid-sized firms - and it is here that ClickSoftware and Microsoft's mid-market Field Service & CRM solution makes the impossible a real possibility for the mid-market.

Join Aberdeen, ClickSoftware, and Microsoft and learn how to leverage these new ideas to transform your service organization into a strategic growth and customer satisfaction engine