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ClickSoftware Inc.

ClickSoftware Delivers World's Largest Field Service Optimization Solution to Telstra's 7'500 Technicians

Burlington, MA (ots)

New Software Deployment Improves Customer Service and Supports
   Government Compliance Mandates
ClickSoftware (NASDAQ: CKSW) has gone live
with the largest ever deployment of a service optimization solution
in the world, including optimized service scheduling, workforce
planning and business analytics, for Telstra, Australia's main
telecommunications company.
ClickSoftware, working in partnership with Accenture, delivered
the project on time, and on budget, providing Telstra with a single
application to allocate resources for 27'000 calls a day onto the
same schedule. Telstra expects that 99% of customer calls requesting
break/fix support or installation assistance will be handled in the
same day.
"This is a revolution for Telstra, being able to optimally
schedule every one of our 7'500 technicians in a simple one-step
application," said David Brennan, Project Director (of FutureEDGE).
"We wanted a single application to give us complete visibility across
every resource in all 8 regions for better decision-making. We can
now maximize productivity for better customer service, and meet the
government compliance mandates set forth for service, while
benefiting from a lower cost of ownership with central
administration."
Following a successful two-month project in Tasmania and
Queensland, in which the program received full end-user acceptance,
ClickSoftware's solutions, including ClickPlan, which provides an
intuitive, Web-based, graphical display of workload and capacity,
were rolled out in just two months.
"This is the first time that so many resources have been optimized
within a single scheduling and planning application," said Moshe
BenBassat, CEO of ClickSoftware. "It's fantastic testament to the
scalability of ClickSoftware's products, but also shows how Telstra
excels in delivering service to its customers nationwide. For
organizations this size, the ability to forecast and plan ahead and
resolve issues at a strategic level, creates the perfect schedule for
optimal service delivery on the day."
"There were some unique requirements in the geographic size of
Australia, such as handling remote locations and multiple time zones,
which only ClickSoftware could handle," said David Brennan. "With the
number of users involved we also had to get it right first time.
Telstra has invested a lot in its (FutureEDGE) project, dealing with
every issue of customer service, and we are pleased to have been able
to deliver a successful rollout for service chain optimization."
Telstra held seminars across Australia to demonstrate the new
technology to workforce management teams to assist in the change over
for so many users. These 'Change champions' were able to prepare
workers to minimize any impact on activity levels and performance.
Accenture was brought in to implement the solution, which is
integrated with Tibco's business integration solutions.
ClickSoftware's suite of service optimization products replaced
Telstra's Director -- which handles workforce scheduling and
dispatch.
About ClickSoftware
ClickSoftware is the leading provider of end-to-end service
optimization solutions that maximize service revenue and customer
responsiveness while minimizing costs. ClickSoftware's
ServiceOptimization Suite includes accurate workload forecasting,
strategic and tactical workforce planning, optimized service
scheduling, intelligent problem resolution, wireless workforce
management, and business analytics, connecting all organizational
levels and all functions. The company is headquartered in Burlington,
MA and Israel, with offices in North America, Europe, and Asia
Pacific.
For more information about ClickSoftware, call 781-272-5903 or
888-438-3308 or visit www.clicksoftware.com.
This press release contains express or implied forward looking
statements within the meaning of Section 27A of the Securities Act of
1933, as amended, and Section 21E of the Exchange Act. These
forward-looking statements include, but are not limited to, those
regarding ClickSoftware's products and installations, product
functionality and scalability and benefits derived therefrom. Such
"forward-looking statements" involve known and unknown risks,
uncertainties and other factors, which may cause actual results or
performance to be materially different from those projected.
ClickSoftware's achievement of these results may be affected by many
factors, including among others, the following risks: that products
will not perform as designed or expected; that installations or
rollouts will not take place as anticipated; that the expected
benefits of the products will not be realized; and other risks
associated with ClickSoftware's business. For additional information
regarding risks relating to ClickSoftware's business, see
ClickSoftware's filings with the Securities and Exchange Commission
including ClickSoftware's annual report on Form 10-K for the year
ended December 31, 2002, subsequent reports on Form 10-Q and Form 8-
K and other filings. ClickSoftware does not undertake to update any
forward-looking statements.

Contact:

Ali Merifield
LEWIS PR
Phone: +1/617/454-1100
E-Mail: alisonm@lewispr.com

Simon Morris
ClickSoftware, Inc.
Phone: +1/781/272-5903, x2293
E-Mail: Simon.Morris@clicksoftware.com

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