Driving the efficiency and effectiveness of field service through real-time operational intelligence

ClickSoftware is a global leader in field service management solutions, delivering

value through improved efficiency, effectiveness, and enhancing customer

experiences. ClickSoftware blends unparalleled industry expertise and state-of-the-

art computer science to deliver meaningful, measurable business value—optimizing

critical business processes and delighting customers. Click Field Service Edge

arms field service leaders with the smartest technologies and best practices from

around the globe to deliver real-world results, real-time recommendations, and real

operational intelligence.

Click. Actual intelligence. At work.

BENEFITS INCLUDE:

• Increased Service Intelligence and Collaboration: Real-time status updates—including location and estimated time of arrival—provide organizations with competitive service advantages, enabling them to quickly plan, respond, and deliver the best customer service experience possible.

• Ease-of-Use: Intuitive tools and a flexible user interface allows managers to create, test, and deploy new functionality to drive user efficiency, productivity, and satisfaction. Continual, seamless upgrades provide greater agility and enable business users to stay ahead of the competition while also eliminating the expense and time of IT integration.

• Improved Scale and Scope: Click Field Service Edge’s performance-optimized architecture offers efficiency, scalability, and flexibility to continually support business growth and the changing technology needs of the market for years to come. The solution’s intelligent mobile efficiency eliminates unnecessary data transfer on field devices to ensure that critical data is sent and received—even when connections are not optimal.

CLICK FIELD SERVICE EDGE IS AVAILABLE IN FOUR EDITIONS: ESSENTIAL, PROFESSIONAL, PROFESSIONAL PLUS, AND ULTIMATE, reflecting different base levels of capability. These editions are supplemented by additional modules: mobile, customer engagement, contractor management, demand forecasting, and capacity planning. This gives field service organizations the flexibility to adopt the features and functions they need, and to expand as and when their business requirements evolve.

Click Field Service Edge elevates field service visits to strategic customer engagements that build loyalty and customer lifetime value.

CASE STUDY: HOW FSM HELPED A COMPANY IMPROVE THE CUSTOMER EXPERIENCE

Fisher & Paykel Appliances designs, manufactures and markets a range of innovative household appliances developed with a commitment to technology, design, user friendliness, and environmental awareness. They are committed to customer service and have been investing in tools and technology to support their aspirations in having the best experience possible.

Click Field Service Edge is a cloud-based, mobile workforce management platform designed to meet the needs of the largest and most demanding field service providers. With patented artificial intelligence, Click Field Service Edge connects enterprise customers with automated real-time insight and intelligent decision-making tools that provide a new level of productivity and efficiency to field workforce performance.

CLICK FIELD SERVICE EDGE: LEADING PREDICTIVE FIELD SERVICE MANAGEMENT SOFTWARE

SOLUTIONS: BILLIONS OF SERVICE INTERACTIONS HAVE BEEN COMPLETED USING CLICKSOFTWARE. OUR SOLUTIONS OPTIMIZE FIELD SERVICE DELIVERY, INCREASE AGILITY, AND MAXIMIZE ROI.

SCHEDULING & DISPATCH: Fueled by artificial intelligence, machine learning, and data science, optimized scheduling enables organizations to schedule and dispatch the right technician with the right skills to the right job at the right location, and makes automatic adjustments if issues arise—all in real time.

WORKFORCE MOBILITY: From the service technician to a service executive, workforce mobility connects the entire field service team in real time and provides full visibility. Mobility improves productivity and communication, reduces operational costs, and maximizes customer experience throughout the job cycle.

CUSTOMER ENGAGEMENT: Customers can communicate with their service provider at their convenience via web or mobile browser. They receive notifications on estimated arrival times, and can reschedule appointments, see the mobile worker’s location, provide information, and give feedback—all in real time.

CAPACITY PLANNING: Planners can look ahead and identify areas at risk of under or over-utilization, and take action that enhances business performance. Capacity planning streamlines productivity and efficiency of field service by ensuring balanced resource utilization and SLA compliance.

DEMAND FORECASTING: Demand forecasting sets the stage for planners to create an accurate resource plan based on historical volume and performance data—enabling greater cost control and improved resource utilization.

PREDICTIVE FIELD SERVICE: Predictive field service uses artificial intelligence, machine learning, and data science to increase schedule accuracy and deliver better service to customers through predictive job duration, predictive customer cancellation, predictive first-time fix rates, and predictive parts management.

SERVICE ANALYTICS: Field service analytics deliver strategic value by providing role-specific KPI metrics for real-time and long-term decision making. Users can choose the data that is most relevant to their business role to foster continuous improvement, differentiate service, and identify areas for improvement.

CONTRACTOR MANAGEMENT: Service providers and their contractors both have real-time visibility and control over the service the end customer receives. The customer views the service provider as the single face of service and brand, while benefiting from the service capability that the contractor provides.

SHIFT PLANNING & MANAGEMENT: Shift planning and shift management go hand and hand. Shift planning ensures that the right personnel are working the right shifts based upon forecasted demand, skills, and availability, while shift management enables timely and accurate reporting on planned working shifts.

SMB WORKFORCE MANAGEMENT: This turnkey mobile workforce app allows mobile workers to send and receive job site information, travel expenses, and timesheet data back to the office where it is integrated into back-office processes. Customers can see ROI through increased revenue, reduced costs, and less exposure to risk.

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Industries: • Utilities• Communications• Healthcare• Manufacturing• Computer Office Equipment• Facilities Management• Insurance• Retail• Construction• Oil & Gas• Call Centers• Rail

• Home Services

Contact Us

North 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)

www.ClickSoftware.com