When ClickSoftware created the market for Mobile Field Service Management, we made the strategic decision to focus exclusively this market sector. As such, the goal of our global support team has always been to improve, enhance and extend our solution to continually drive incremental value for our customers. With our exclusive concentration comes a depth of support knowledge that is unrivaled in the field service industry. Whether assisting our largest enterprise customers with upwards of 50,000 service professionals, or a growing customer of 100 users, we have the experience, training and tools to resolve even the most challenging support issues for our customers efficiently and effectively 365 days a year. Customers receive peace of mind that they can reach a knowledgeable single point of contact with the skills and tools to support the entire suite of ClickSoftware offerings—from product related issues, to administrator and end user experiences, to minor configuration changes.
Going beyond simply supporting our customers, ClickSoftware Worldwide Support focuses on risk reduction, business continuity and value creation. We work collaboratively with our customers from the inception of the relationship to understand their support and service ecosystems, priorities, challenges and goals to deliver support services that cover the entire spectrum of customer needs. The process begins with the implementation of our solution where we address all aspects of security and data privacy—from technical security controls, compliance programs, data protection and support tools—to ensure that the root problem is resolved fast and efficiently.
Customers come in all combinations, each with their specific requirements. Regardless of whether a customer has completed their implementation and is in full production or is still in the process of implementation, ClickSoftware Support is their best choice for troubleshooting and rectifying issues they might encounter. ClickSoftware Worldwide Support extends to our Alliance Implementation Partners can as well, who benefit from assistance with technical or usage questions to rapidly solve problems or issues for customers.
Working with ClickSoftware Support follows a prescribed set of stages that begin with a new service request, moving through a full spectrum of case lifecycle stages that ultimately result in the case being closed – with knowledge and documentation sharing for future issue avoidance and proactive customer self-resolution.
ClickSoftware’s Service Level Agreement for our Basic Support Plan is outlined below. Basic Support is included for all customers within the ClickSoftware Field Service Edge subscription fee.
A description of the Basic Support is included within the Support Services Policy, along with the definition of each level of severity, which can be found at: www.clicksoftware.com/cloud-support-services-policy. In addition, you can view ClickSoftware’s extended support terms available with the optional Premium Support.
Our global Support Team works directly with our customers’ certified users to assist in problem resolution. There are two types of Certified users: Power Users and Contacts. Both types of users are provided with unique log in credentials, including individual administrative rights based on their organization’s policies as well as their degree of ClickSoftware certification.
Power users are the key technical contacts on the customer side, with permission to manage existing cases using our Customer Community site, as well as the ability to log new cases. In order to become a power user individuals are required to complete the relevant certification training and be approved by ClickSoftware Worldwide Support. This ensures that the two organizations can efficiently collaborate to get to the core of the issue as rapidly as possible. Power users are also responsible for all communications between Worldwide Support and their organization.
Certified contacts are typically non-technical customer stakeholders, but who are approved to log into the Customer Community to review and update cases on their company’s behalf.
While no customer wants to be faced with an issue that disrupts their service, ClickSoftware customers know that the experience, passion and knowledge our seasoned Worldwide Support team brings to the challenge means that they can be confident that the appropriate support resources are at the ready to quickly rectify even their most challenging service issues.
Our global support staff operates out of seven English-speaking technical centers in countries across five continents – each working in their local time zones. Our first and second line teams deliver 24/7/365 support to our customers anytime, anywhere and for anything.