BURLINGTON, Mass., March 31, 2011 /PRNewswire/ -- ClickSoftware Technologies Ltd. (NasdaqGS :CKSW ), the leading provider of automated workforce management and service optimization solutions for the service industry, today announced that Vivint, one of the largest home automation companies in North America, has received the Gold Level Gartner and 1to1 Media CRM Excellence Award in the category of 'Enterprise Efficiency'. Awards were presented to the winners this morning at a ceremony held at the Gartner Customer 360 Summit in Los Angeles.
In the category of Enterprise Efficiency, the judging panel was looking for organizations to demonstrate the following: Reducing operational and interaction costs and improving sales, service, or other customer-facing processes without a detrimental impact on the customer experience. This includes excellence in efficiency improvements in sales, marketing, and customer service. Organizations show significant improvement in growing customer value (such as revenue growth, wallet share, products per person and frequency of purchase) by improving processes and while lowering costs.
"ClickSoftware is very proud that one of our customers has won this prestigious award. The Vivint team has proven that exceptional customer service delivery is a powerful catalyst to outperform the market, in any economy," said Dr. Moshe BenBassat, ClickSoftware's Chairman and CEO. "We applaud Vivint for creating a real-time mobile enterprise that links every stakeholder in the service chain to create an outstanding customer experience."
It is with this sense of innovation that, in just over a decade, Vivint has grown to become one of the largest home automation companies in North America, now serving more than 500,000 customers nationwide. During a two-year period when Vivint grew its serviceable customer base by 60 percent, the company implemented ClickSoftware's automated scheduling and dispatch, enterprise mobility and customer interaction management solutions 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.
Since its deployment of ClickSoftware's suite in 2009, Vivint 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)
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 premises, 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 250,000 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.
SOURCE ClickSoftware Technologies Ltd