Service Businesses Meet Customer Demand with New ClickSoftware App that Simplifies Capacity Planning

-- Planning via real-life simulation balances employee staffing levels with anticipated demand

-- App works seamlessly with ClickSoftware scheduling solution

-- Ensures exceptional service without added operational costs

Jun 30, 2014, 08:00 ET from ClickSoftware Technologies Ltd.

BURLINGTON, Mass., June 30, 2014 /PRNewswire/ -- ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimization solutions for the service industry, today announced the launch of the Capacity Planning App, enabling businesses to plan available resources and anticipated demand to deliver on promised Service Level Agreements (SLAs) and meet compliance standards. Whether the problem is controlling overtime and use of contractors, or adjusting staffing levels, especially in seasonal environments, proper capacity planning will bring forecast and true demand into balance.

"The field service industry is making great strides to improve the day of service experience for both the mobile employee and the customer. The industry has evolved to incorporate more automated scheduling tools, and is quickly adopting advanced mobile technologies that empower mobile workers with the right information to perform their job quickly and accurately, improving metrics such as first time fix and customer satisfaction rates. But before a service organization can succeed on the day of service, they need to ensure that proper planning is in place," said Aly Pinder, Senior Research Analyst, Service Management, Aberdeen Group.

Pinder continued, "the top strategy for Best-in-Class organizations sampled in recent Aberdeen research is to improve forecasting and planning for future service demand. Organizations need to better collect, analyze, and make accessible data to plan for demand, ensuring staff levels are just right—providing enough staff to deliver on SLAs, but not too much to negatively impact operational costs."

Recognizing this common imbalance between service level demand and cost considerations, ClickSoftware offers the Capacity Planning App, forecasting accurate plans through real-life simulations, to fully automate the planning process and create a baseline to help businesses define:

  • How much work should be done per day, location and task type
  • How many appointments should be booked per day, location and task type
  • What service level can be achieved
  • How many resources are needed, and if not enough are available, how to close the gap

Unlike manual processes, the Capacity Planning App uses real simulations to provide the best-case scenario to control and plan for SLAs.  The simulation factors in: the forecast, required service levels, actual bookings and engineer information to calculate the optimal capacity limitation percentages. The result of the simulation is an extremely accurate analysis to help with planning days to weeks in advance.

The forecast can be translated into a working plan, in accordance to company policy, and inject the right staffing levels into a scheduling system such as ClickSchedule or any appointment booking solution. The system will also highlight any gaps in engineer availability or too much white space in the schedule, and offer automated suggestions to bring the schedule in-line with demand.

"ClickSoftware has demonstrated the value provided to service organizations through scheduling and mobility tools, and now our Capacity Planning App provides even greater ability to control the highest level  of service your business can afford to offer based on a deep understanding of resources  and demand," said Dr. Moshe BenBassat, Founder and CEO of ClickSoftware. "Our mission at ClickSoftware is to ensure organizations of all sizes provide the best experience possible for customers, while also keeping employees and managers happy, and doing so without increasing operational costs."

To learn more, watch the video demo.

About ClickSoftware ClickSoftware (NasdaqGS: CKSW) is the leading provider of automated mobile workforce management and service optimisation solutions for the enterprise, both for mobile and in-house resources. As pioneers of the "Service chain optimisation" concept, our solutions provide organisations with end-to-end visibility and control of the entire service management chain by optimising 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 organisations 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 organisations 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 Follow us on Twitter.

Media Contact:            Kristin Amico ClickSoftware +1-781-272-5903 ext. 2364

SOURCE ClickSoftware Technologies Ltd.