ClickSoftware Customer APX Alarm Honored for Field Service Excellence in 2010 Mobilizer Awards

BURLINGTON, Mass., Nov. 15, 2010 /PRNewswire-FirstCall/ -- ClickSoftware Technologies Ltd. (Nasdaq: CKSW) congratulates APX Alarm Security Solutions Inc. on its recognition in the Field Service category of the 2010 Mobilizer Awards. The awards, presented by Mobile Enterprise magazine, honor the organizations that lead their industries in deploying mobile and wireless solutions that improve business processes and deliver ROI.

"Paying close attention to the needs of your customers and delivering a solid customer experience is vital to a company's survival in today's economy," said Martha Walz, Editor-in-Chief of Mobile Enterprise. "APX Alarm has demonstrated that mobile workforce optimization can enable a company to better serve – and expand – its customer base in any economic climate."  

In just over a decade, APX Alarm has grown to become one of the largest residential security companies in the US, now protecting over 500,000 customers nationwide. During a two-year period when APX Alarm grew its serviceable customer base by 60 percent, the company implemented ClickSoftware's scheduling and mobile workforce optimization suites to give its team of dispatchers and 400 field service technicians real-time information and dynamic routing ability. As a result, technicians are able to field nearly 50 percent more service calls every day while customers consistently report outstanding service quality and responsiveness.

"Our commitment to improving our overall efficiency and quality of customer service is directly linked to the remarkable growth we've experienced in the last few years," said Josh Houser, Vice President of Service at APX Alarm. "With this mobile deployment, we've been able to deliver an excellent customer experience while lowering our service margins."

Since its deployment of ClickSoftware's suite in 2009, APX Alarm has realized substantial benefits, including:

• 33% Engineer Utilization Improvement  (1 additional work order daily per technician)
• 60% Decrease in Inbound Call Traffic to Scheduling Department
• ROI of $20.13 per ticket
• Total estimated ROI Engineer Utilization of $2,831,009.70
• 32% increase in fuel efficiency (equal to 1.2 gallon decrease per average on work orders completed)

"The APX team has proven that exceptional customer service delivery is a powerful catalyst to outperform your market, in any economy," said Dr. Moshe BenBassat, ClickSoftware's Chairman and CEO. "We applaud APX for creating a real-time mobile enterprise that links every stakeholder in the service chain to create an outstanding customer experience."

In addition to managing, scheduling and routing 400 field service technicians, ClickSoftware's customer appointment management solution enables APX Alarm to send automatic appointment updates and confirmations directly to customers through email, text, and voice messaging.

The full list of winners can be found at http://t.co/lDX6nQ6.

About ClickSoftware

ClickSoftware® is the leading provider of automated workforce management and optimization solutions for every size of service business. Our portfolio of solutions, available on demand and on premise, create business value through higher levels of productivity, customer satisfaction and operational efficiency. Our patented concept of 'continuous planning and scheduling' incorporates customer demand forecasting, long and short term capacity planning, shift planning, real-time scheduling, mobility and location-based services, as well as on-going communication with the consumer on the expected arrival time of the service resource.

As the pioneers of the 'W6®' concept more than 20 years ago, we have perfected solutions for solving a wide variety of problems on Who does What, for Whom, with What, Where and When. The combination of proven technology with educational services helps businesses find the right balance between reducing costs, increasing customer satisfaction, employee preferences and industry regulations/legislation. ClickSoftware's solutions manage over 200,000 resources in service businesses across a variety of industries and geographies. Our flexible deployment approach, breadth and depth of solutions and strong partnerships with leading CRM/ERP vendors and system integrators makes us the number one choice to deliver superb business performance to any organization. The company is headquartered in the United States and Israel, with offices across Europe, and Asia Pacific. For more information, please visit www.clicksoftware.com. Follow us on Twitter.

About Mobile Enterprise

Mobile Enterprise: Wireless solutions from the C-suite to the field.

Through trend stories, case studies and research, Mobile Enterprise covers the full range of the mobile workforce, from wireless infrastructure to machine-to-machine communications. From supply chain and logistics solutions to mobile customer relationship management. From the rugged wireless devices used in the harshest environments to the sleekest smartphones seen in the finest corporate boardrooms. Mobile Enterprise takes our readers beyond the solutions themselves, to examine the processes and strategies involved in mobilizing your workforce, managing mobile devices and infrastructure and ensuring a secure environment. Through print, online and electronic publications, Web seminars, podcasts, White Papers and live events, everything we do is designed to feed the mobile decision-maker's need for real-world information about the strategies, processes and solutions that are working today – and are on the horizon for the future. For more information, visit http://www.mobileenterprisemag.com

SOURCE ClickSoftware Technologies Ltd.