BURLINGTON, Massachusetts,
January 28, 2014 /PRNewswire/ --
Oi, a telecommunication services company in Latin America, implemented the first phase of
the company's workforce and customer management project, deploying
ClickSoftware's (NasdaqGS: CKSW) scheduling and mobility solutions.
With the first milestone met, the pilot project in Belo Horizonte, Oi is already starting to
realize benefits, including:
- Improved customer satisfaction from greater appointment
flexibility and shorter appointment windows
- Increased productivity of the field workforce
- Reduction of operational costs
- Increase in first-time fix rates, cutting down on additional
workload and mileage for field technicians
The rollout will continue across Brazil throughout mid-2014, and covers tens of
thousands of technicians who service more than 70 million customers
nationwide. ClickSoftware's solutions help ensure that customer
satisfaction is actually increased even as Oi reduces operational
costs by putting the right resources at the right place, with the
right equipment at the right time. This approach, coupled
with easy-to-use customer appointment booking and shorter wait
times, puts customers first while increasing field technician
productivity.
"ClickSoftware makes life easier for the customer who is able to
schedule, via phone or web, the most convenient appointment time,
and even make same-day appointments. This, combined with an
optimized schedule, also creates the ability for Oi to provide a
very specific appointment time, as opposed to long wait periods,"
said Zeinal Bava, President of Oi. "The flexibility and access
afforded to employees through the mobile solution further enhances
the role of our technicians, enabling them to access back office
systems to quickly answer questions or offer additional
services."
"ClickSoftware has helped transform global telecommunications
firms by providing a solution that optimally balances the need to
cut costs while still delivering top quality service," said Dr.
Moshe Ben Bassat, Founder and CEO of
ClickSoftware. "Through aggressive development in areas such as
mobile business apps specific to the industry, advanced scheduling,
and artificial intelligence, we are able to offer industry giants
exactly what they need to address customer and operational
demands."
About ClickSoftware
ClickSoftware (NasdaqGS: CKSW) is the leading provider of
automated mobile workforce management and service optimization
solutions for the enterprise, both for mobile and in-house
resources. As pioneers of the "Service chain optimization" concept,
our solutions provide organizations with end-to-end visibility and
control of the entire service management chain by optimizing
forecasting, planning, shift and task scheduling, mobility and
real-time management of resource and customer communication.
Available via the cloud or on-premise, our products incorporate
best business practices and advanced decision-making algorithms to
manage service operations more efficiently, in a scalable,
integrated manner. Our solutions have become the backbone for many
leading organizations worldwide by addressing the fundamental
question of job fulfillment: Who does What, for Whom, With what,
Where and When.
ClickSoftware is the premier choice for delivering superb
business performance to service sector organizations of all sizes.
The company is headquartered in the
United States and Israel,
with offices across Europe,
Latin America and Asia Pacific. For more information, please
visit http://www.clicksoftware.com. Follow us on Twitter.
Safe Harbor Statement
This press release contains express or implied forward-looking
statements within the Private Securities Litigation Reform Act of
1995 and other U.S Federal securities laws. These forward-looking
statements include, but are not limited to, those statements
regarding expected benefits to Oi and its customers from using
ClickSoftware's scheduling and mobility solutions. Such
"forward-looking statements" involve known and unknown risks,
uncertainties and other factors that may cause actual results or
performance to differ materially from those projected, including
those discussed in the "Risk Factors" section and elsewhere in
ClickSoftware's annual report on Form 20-F for the year ended
December 31, 2012 and in subsequent
filings with the Securities and Exchange Commission. Except as
otherwise required by law, ClickSoftware is under no obligation to
(and expressly disclaims any such obligation to) update or alter
its forward-looking statements whether as a result of new
information, future events or otherwise.
Media Contacts:
Kristin Amico
ClickSoftware
+1-781-272-5903 ext. 2364
kristin.amico@clicksoftware.com
SOURCE ClickSoftware Technologies Ltd