BURLINGTON, Massachusetts and SÃO PAULO, May 27, 2015 /PRNewswire/ --
In order to add visibility and efficiency to the thousands of field service technicians in Colombia, Sura, the number one insurance company in the country, announced today that it has selected ClickSoftware's (NasdaqGS: CKSW) cloud-based mobile workforce management solution for its Roadside Assistance business.
ClickSoftware's solutions will facilitate real-time automated scheduling for different levels of emergency service work. As a result, Sura will ensure that every moment of the service experience is optimized, boosting positive customer experiences, ensuring compliance with service-level agreements (SLAs) and reducing costs. To maximize these benefits, the insurer will roll out the solution to its own technicians as well as third-party contractors' technicians, thus creating a seamless and professional customer interaction.
"In our line of work, every second counts," said the Assistance Operational team at Sura. "ClickSoftware's robust and flexible solution will help us to efficiently assign and dispatch field resources in a timely matter, further it will arm us with an always-on connection to the field force, increasing real-time visibility of our operations. This collaboration will allow us to make real-time decisions as business needs shift, and demonstrate our reliability and proficiency to our customers through first-rate customer service."
Sura's current manual process for managing the complex scheduling of its field services often left room for avoidable errors and a spike in the time that was spent scheduling and confirming a job, resulting in longer wait times for customers, and higher costs for the business.
By implementing ClickSoftware's cloud-based mobile workforce management solution, Sura will be able to centralize and automate its field service scheduling operations to systematically deliver the closest and most qualified field technician resource to the customer's site in the shortest time possible.
Mobile devices equipped with ClickSoftware's intuitive mobile solution help service technicians from start to finish through the workday. The solution will prompt field technicians to reroute schedules or travel when necessary, and provide recommendations on how to resolve issues at work sites. As a result, customer service quality will improve, all the while maintaining high productivity levels for the entire field force. In addition Sura will gain clear visibility and control over the scheduling, and execution of field resources and tasks.
"Intelligent automation is everywhere in our products and enables Sura to shine during every moment of the service delivery process," said Dr. Moshe BenBassat, founder and CEO of ClickSoftware. "By matching each field technician's skill level, location and existing commitments with each open job's requirements, they will strike a crucial balance between maintaining excellent customer service and boosting operational efficiencies to support impeccable service level agreement compliance. Together with field mobility, visibility is achieved which enables proactive real time decision making."
Sura will be supported on its journey to excellence by ClickSoftware's Latin America Headquarters office in São Paulo, Brazil.
With more than 70 years of experience, Suramericana S.A. is today one of the main insurance groups in Latin America. This Company, a subsidiary of GRUPO SURA in which the German reinsurance company, Munich Re, also holds a stake, is in turn the holding company of a group of different companies in Colombia, Panama, Dominican Republic and El Salvador, all of whom offer insurance, health care and occupational risk solutions. These companies offer a well-differentiated and comprehensive assistance in handling risk and have set themselves apart with the innovation and added-value they provide their clients in terms of insurance protection.
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, 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 Sura and its customers from using ClickSoftware's cloud 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, 2014 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