Oi Boosts Customer Satisfaction to 70 Million Across Brazil with ClickSoftware Latin America Telecommunications Company Deploys Nationwide Scheduling and Mobility Solutions
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."
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.
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SOURCE ClickSoftware Technologies Ltd