ClickSoftware: Cost-Effective Field Service Efficiency
Paul Whitelam, VP of Product Marketing Responsiveness and transparency are key factors that elevate the reputation of enterprises in the field service landscape and, importantly, propel their growth. A common concern in the field services space has been customer dissatisfaction over waiting for technicians for undesirably long periods. “Our team strives to help our clients improve end-customer satisfaction. We are not merely selling our solutions to businesses, but to their customers as well,” says Paul Whitelam, VP of Product Marketing, ClickSoftware. Headquartered in Massachusetts, the organization develops software to help service companies schedule and dispatch field service employees. ClickSoftware empowers clients with the ability to address customer requirements transparently regardless of the demand bottlenecks, by incorporating effective CRM strategies.
The industry veteran recalls the support his organization rendered to Fisher & Paykel, a leading appliance manufacturer, to enhance customer satisfaction from a field service standpoint. ClickSoftware elevated transparency in customer-client interaction for Fisher & Paykel by empowering the organization with a real-time geolocation feature. The implementation of the feature helped both Fisher & Paykel customers as well as field service technicians alike in learning each other’s current location. Such transparency helped customers know the estimated time of arrival and prevented waiting for a field service technician.
In its 20-year history, ClickSoftware has successfully resolved field service concerns of more than 15,000 clients belonging to myriad sectors
It also reduced Fisher & Paykel’s inflow of queries from anxious customers wanting to understand the probability of a technician’s arrival.
ClickSoftware, in its 20+ year history has successfully resolved field service concerns of more than 15,000 clients across multiple industries. Further, in the discussion, Whitelam reveals the factors that have given his organization an edge over several enterprises belonging to the field services landscape. The organization's aim to fulfill end-customer needs and not merely its enterprise clients has helped achieve better customer retention. Collaboration with ClickSoftware has helped organizations achieve higher operational efficiency and a high return on investment. Also, ClickSoftware has helped several firms, especially those in the utility space, meet the requirements of mission-critical service by adhering to compliance regulations and SLAs.
The firm has garnered the trust of its clients mainly for its flagship product Click Field Service Edge (CFSE), a market-leading field service management solution. Three variants of the solution, namely Starter, Professional and Ultimate are currently available, and each of them offers different levels of field service capabilities. The company's professional services team imparts expertise in field service management project plans, product advice, and recommendations on user adoption and best practices. The suite of services offered to clients includes onboarding, implementation, training and consulting. The company has earned several testimonials from decision-makers from renowned organizations, which speaks volumes about ClickSoftware's reliability.
ClickSoftware has also earned recognition from several media sources for its contribution to the field services landscape. The organization has bagged a spot in Gartner's Magic Quadrant Report of Top Field Service Software Providers six consecutive times, a noteworthy milestone indeed. The marketing head predicts 2018 to be a successful year. “As well as a significant increase in investment across the Asia Pacific region, ClickSoftware is expanding into the insurance and healthcare industries in addition to utilities and telecommunication providers” he concludes.
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