Field Service Management Solutions | ClickSoftware

Solutions

Need for Optimized & Integrated Resource Capacity

True Field Service Optimization using Artificial Intelligence

Transforming how field service is delivered has never been more critical to company success across almost every country and industry. With service taking place at customers' front doors, industry leaders are embracing a transformation of service to leverage field service professionals as brand ambassadors. Whether performing customer-facing work, or maintaining an infrastructure – service has become the focal point of attention as a differentiator in the context of ever-decreasing product margins.

ClickSoftware's experience from hundreds of enterprise deployments over the last two decades has identified the need for a holistic approach to field service management that addresses the processes and policies that guide service delivery even before the technology and change management needed to support it.

As the earliest pioneer to target the goal of optimizing field service delivery more than 20 years ago, ClickSoftware's community of customers has demonstrated to industry peers how to address the unique aspects of deploying a solution that addresses the immediate needs of fire-fighting in daily operations. ClickSoftware solutions also recognize the fact that it is often decisions that are made before the day of service, such as resource capacity planning, or after, such as service analytics, that are critical to success. This vision of a service chain, from demand management through to analytics, is optimized within and across service roles and shared by all enterprises in the ClickSoftware Community; only ClickSoftware’s solutions can support this entire journey.

As a partner, hub of service knowledge, and provider of the market-leading field service management (FSM) solution, we bring our customers’ experience supporting literally billions of service engagements to bear in order to answer the most frequently asked question among those who seek to transform service, “What do other organizations like us do?”.

ClickSoftware Field Service Edge (FSE) has a solid foundation built from millions of hours of development over many years, with nine major versions each incorporating enhancements learned from our community of service management leaders who strive to optimize every aspect of the service chain.

ClickSoftware’s substantial and continual investment in innovation leverages that foundation on the most sophisticated platform for service: ClickSoftware FSE. Already integrated with leading CRM, ERP, and BI applications, our solutions run on the most robust cloud infrastructure with global availability. Alternatively, organizations which are not yet cloud-ready can leverage ClickSoftware’s on-premise deployments. Only ClickSoftware offers this deployment model flexibility, as well as a smooth path between deployment models as required.

Field service management is not new, but the importance of its role in company strategies is a recent evolution. When considered in the context of the big data explosion, the proliferation of social media, the growth of artificial intelligence (AI), and the incorporation of machines (or “things” in IoT) it is clear that there are infinite possibilities for addressing what has become a widely shared service mandate. ClickSoftware addresses each component of this mandate with its holistic, industry-proven, and rapidly deployable solutions which differentiate service leaders from their competitors.

The Field Service Mandate

  • Field Service as an engagement strategy: Respond with faster, more reliable, and more personal service.
  • Optimize the value of every interaction: Leverage customer data and social channels to create an experience that delights customers and solidifies brand loyalty.
  • Do more with less: Apply AI, automatic workflows, and mobile assistants to eliminate every moment of inefficiency.
  • Operationalize data: Convert data into actions intelligently and automatically to make it more consumable and available to mitigate and eliminate ‘fires’ in the field.
  • Shift from reactive to predictive: Proactively plan to address service requirements: resource capacity planning optimizes the service chain by identifying the right workforce size and skill mix, available at the right times. And the value of enabling technologies like IoT increases in the context of responsive workforce scheduling.

Consistent Solution For Enterprises

ClickSoftware Field Service Edge has consistently been the right choice for more enterprises than any other solution. It is both the safe choice because of our unparalleled experience in reliably deploying service management solutions leveraging best practices learned over decades, but it is also the most innovative choice, offering organizations the ability to differentiate based on capabilities unavailable from any other solution in the market.

Our solutions address the entire Service Chain and other challenges unique to field service.

  • Resource Capacity Planning
  • Shift Planning & Management
  • Scheduling & Dispatch
  • Workforce Mobility
  • Service Analytics
  • Service Networks

Field Service Edge Solutions

Differentiate customer experience by automating mobile workforce management.

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