www.clicksoftware.com

ClickSoftware Mobile WorkforceManagement for UtilitiesReduce Response Time, Effectively Manage Emergencies & Complete More Work

Overview

From the explosive growth of investments in smart grid technologies, to the changing expectations of customers, to the increase in catastrophic events caused by climate change, utilities need to balance their service costs with the quality of service delivered. Each of these challenges is capital-intensive, so it is crucial that service related investments provide both short and long-term ROI.

Optimized mobile workforce management from ClickSoftware delivers field service efficiency – to the customer or to the infrastructure – playing a critical role in securing top and bottom line revenue. Productivity gains delivered through intelligent scheduling, dispatch, and reduced travel impact the bottom line by maximizing available current resources. Customer satisfaction increases from positive engagements that give the customer more control over their experience, influencing the rate increases authorized by regulators for top line gain.

“Click gives you the transparency to understandwhat and how the techs have done their work; enabling us to centralize our operation to drive consistency and efficiency, reduce operation costs, and grow and maintain customer satisfaction.”Peter Graham, Solution Optimization Center Manager, National Grid UK

Business ChallengesMaintaining aging assets, demanding customers and regulators, minimal budgets, smart meter and IP-addressable device deployment, and emergency response procedures confront every utility. ClickSoftware understands these challenges and offers a single, integrated solution that provides automated optimized scheduling, planning, mobility, and analytics for every order and crew makeup. These capabilities work together to increase customer satisfaction scores and to reduce operational costs that drive a higher return on equity (ROE).

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Business Benefits and ValueClickSoftware’s comprehensive solution for Utilities is powerful enough to tackle all the major responsibilities that today’s utility companies need in order to optimize their workload. With the

ENSURE REGULATORY COMPLIANCE

Optimize Inspection Scheduling• Cluster inspections by geography & time• Eliminate paper based processes• Real-time asset data connectivity to back-end

Streamline Field Operations• Enforce regulatory compliance behaviors• Digital audit trails

Rapid and Accurate Labor, Overtime & Job Costing• Easy and intelligent crew management• Pre-filled time sheets go from crew to crew

INCREASE CUSTOMER SATISFACTION

Enable Customer Self-service and Control• Web and mobile self-service initiation• ETA updates via multiple channels

Provide Proactive Notification of Service Restoration Times• Customer choice for their preferred notification

channel (email, text, etc.)• Mobile map view of outages

Match the Right Resources with the Right Skills• Optimize service delivery to business goals• Intelligent in-day dispatch for emergency

response recommendations

MANAGE CATASTROPHIC EVENTS (STORMS-OUTAGE-RESTORATION)

Align and Optimize the Right Resources• Dispatcher storms dashboard• Rapid mutual aid onboarding with mobility• Speed to restoration

Complete Field Resource Visibility – Resource Capacity and Location• Integrated mobile solution with Utility IT/OT and

mutual aid workforces

Increase Damage Assessment Capacity• Integrate to OMS/DMS, ADMS• Mobile asset information (e.g. with ESRI)• Enabling shorter outage times and better ETR’s

IMPROVE RELIABILITY

Provide Mobile Field Supervisor Visibility Mobility• In-field collaboration and coaching• Short term performance analysis and tuning

Facilitate Asset Inspections and Compliance• ESRI mobile integration• Streamlined mobile forms

Reduce and Prevent Outages• Increased inspection & maintenance frequency• Shift from reactive to predictive• Respond swiftly to emergencies

experience gained from collaborating with some of the world’s largest and most demanding utilities, we’ve developed capabilities that drive exceptional business value.

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ClickSoftware Offering for Utilities

ClickSoftware offers Utilities one powerful solution for obtaining operational efficiencies across their entire enterprise workforce. With more than 75 of the world’s leading utilities relying on our solution, we leverage proven practices in a context specific to utility trends, such as increasing regulatory compliance, reliability, and customer engagement during “blue sky,” storms, and other emergency events. Our mobile solution allows utilities to automate work with mutual aid work-forces and contractors for shorter outage times and more reliable Estimated Time of Restoration (ETRs). ClickSoftware is the only mobile workforce manage-ment solution that manages short and long cycle work, individuals, crews, equipment, and tools. We enable customer engagement and field empowerment through self-service websites and mobile collabora-tion that drive both customer and employee satisfac-tion for accelerated revenue growth.

FOR CUSTOMERS

Service becomes convenient and personal• Fewer service interruptions • Mobile, web and phone customer engagement• Instant and reliable appointments• Fast service execution• Frequent status notification

FOR OPERATIONS

Agile, centralized and efficient service• Mobile asset maintenance and management• Intelligent assignment of both long and short

cycle work• Real-time field status and collaboration• Performance analytics• Mobile visibility for management

FOR FIELD TECHNICIANS AND TEAMS

Efficient mobility and reduced paperwork• Schedule completion with minimal travel time• Easy order completion and sheets• Automatic regulatory, union and company policy

enforcement• Mobile asset and outage management• Mobile on-boarding and training

DeliverEngagedService

FieldEngineers

and Linemen

Operations

Customers

“ClickSoftware is of strategic importance to ourbusiness, it is viewed at executive level as providing clear competitive advantage in our marketplace and is undoubtedly key of the future success of Direct Energy.”Bryan Ward, Director of Planning and Logistics for Home Services, Direct Energy

Contact UsNorth America +1 (888) 438-3308 , Western Europe +44 (0) 1628 607000 , Central and Eastern Europe +49 (0) 69 489813-0 ,

Asia Pacific +972 3 765-9400 (Tel Aviv) , +61 0 3 9946-6400 (Melbourne) , +91 124-4947050 (New Delhi) , South America +55 (11) 3900-1151 (Brazil)

Key CapabilitiesKey utilitiy workflows optimized by ClickSoftware include:Customer Service• New connections, meters, repairs, emergencies

Inspection & Maintenance• Gas Pipeline, Transformer, Water Mains

Emergency Work• Gas leaks, power outages, water main breaks

Smart Deployments• Meters, sensors and IP-enablement

Mutual Aid• Rapid on-boarding• Rich mobile visibility, tracking and reporting

KEY OFFERING COMPONENTS

Mobile CapabilitiesOur Enterprise Mobility capabilities contain a rich and growing set of features for utilities:Artificial Intelligence – Context-aware predictive technology takes action on behalf of the technicianSafety Inspection Procedures – validate vehicle safety and necessary parts to execute daily tasksTimesheets – Automatically detects and reports activities, based on task status transitionsRemote Activation – Triggers provisioning and activates services from the fieldAppointment Booking – Creates appointments for additional services and return visitsCompletion Wizard – Ensures full job completion including customer sign-offCollaboration – Chat with colleagues & managers in real-time, in the context of a specific job or partParts Management – Technicians manage van stock, report used parts and order replacements from the field

About ClickSoftwareClickSoftware is defining field service engagement, empowering the world’s most customer-centric and demanding organizations to optimize every service interaction. The Click Field Service Edge Platform arms field service leaders with the smartest technologies, a limitless technology-forward platform, and the knowledge gained from a global community of best practices to create a new competitive lever that drives differentiation, satisfaction and Customer Lifetime Value.

Exclusively focused on field service, ClickSoftware has managed billions of service engagements and is relied upon by nearly a million field service professionals every day. To learn why ClickSoftware is the field service solution of choice for Salesforce, SAP, top systems integrators – and more – please visit www.clicksoftware.com.

Customer Self-service & Interaction

Real-time Optimized Scheduling

Mobile Business Solution

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