BURLINGTON, Massachusetts, September 17, 2013 /PRNewswire/ --
ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimization solutions for the service industry, today announced that Belron®, the world's largest dedicated vehicle glass repair and replacement company, has implemented ClickSoftware's real-time mobile workforce management solution into its UK business Autoglass®. ClickSoftware is helping Autoglass® keep customer satisfaction the top priority while also increasing productivity and reducing operational costs through real-time scheduling and communication.
Since implementing ClickSoftware, Autoglass®, serving 1.5 million motorists in the UK each year, has seen significant operational improvements in its pilot area, including:
- Completing 10 percent more jobs each week
- Cutting mobile technician travel time by 20 percent
- 65 percent increase in its ability to complete same-day repairs within 24 hours
Darren Redwood, Operations and Supply Chain Director at Autoglass®, said, "Customer service is our top priority, and all business transactions must be as seamless as possible. ClickSoftware is enabling this goal by helping to reduce operational complexities and increase company-wide visibility. The key for us is to provide a service that is convenient and brings peace of mind for motorists. For Autoglass®, customer service isn't a buzzword, it's at the centre of everything we do and ClickSoftware touches every part of the customer journey."
The ClickSoftware solution offers real-time visibility, and is fully integrated with existing systems at Autoglass® that support stock control, order booking and mobile devices used by technicians. As soon as a booking is requested, ClickSoftware intelligently reviews stock availability, customer location, skill and tool requirements, travel distances and technician availability to ensure motorist's needs are met in the most efficient way, and with the additional complexity of meeting service level agreements, even calculating the best route for a technician to take. Some of these variables create complex scheduling challenges. For example, replacement glass must be fitted in a covered dry area - when a suitable space is not available in poor weather, a specialist vehicle with a canopy is assigned the job, but the stock must also be assigned to that vehicle.
Autoglass® works with most motor insurers in the UK market, delivering glass repair and replacement services under strict SLAs. In order to maintain these high levels of service, it must operate at the highest possible productivity levels while keeping technician and motorist safe. Autoglass® is committed to ensuring motorists get the best customer service experience, especially in emergency situations when they may be stranded at night or at the side of a busy motorway.
Already delivering business benefits in two of its five regions, the ClickSoftware solution is rapidly being rolled out to its entire workforce of 1,200 mobile technicians across all of the UK. Prior to implementing ClickSoftware, Autoglass® used an in-house manual solution to provide mobile technicians with a daily schedule of jobs, but it could not automatically optimize schedules as events unfolded during the working day, such as travel delays or unplanned appointments.
Dr. Moshe BenBassat, ClickSoftware's Founder and CEO, concluded, "One of the unique aspects of the solution we implemented at Autoglass® is that a substantial portion of customer calls that arrive at a given day are delivered that same day. None of our competitors come close to the scale and intensity with which we deliver same day service, based on our unique real time on-going optimization. We achieve this while addressing a wide range of service variables that create complexities for the decision makers, which results in a smooth customer experience and a more efficient workforce. This is why time and again customers from service organizations, utilities, emergency services, telecommunications and many others choose ClickSoftware to keep their customers happy while field service teams operate as productively as possible."
Watch the video interview with Autoglass® to learn more about their customer-centric operations: http://www.clicksoftware.com/belron-video-customer-case-study.htm
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 fulfilment: 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, 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 Belron and its customers from using ClickSoftware's 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