Field Service Management gets the ClickSoftware ‘Edge’

ClickSoftware has introduced a cloud based mobile workforce management platform desi gned to meet the needs of field service providers

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Enterprise field service management solutions provider, ClickSoftware, has introduced a new cloud based mobile workforce management platform designed to meet the needs of field service providers. ClickSoftware’s first, cloud only, SaaS-based solution, Click Field Service Edge, delivers field service management in a way that recognizes the technological benefits for field service companies. With patented artificial intelligence, Click Field Service Edge connects enterprise customers with automated real-time insight and intelligent decision-making tools that provide a new level of productivity and efficiency to field workforce performance.

Tom Heiser, Chief Executive Officer, ClickSoftware, says, “As a company that has successfully managed billions of service engagements, and is exclusively focused on providing field service technology – since creating the market – we know what it takes to help our customers always be a step ahead of the demand, not just move in lockstep with it. We designed Click Field Service Edge to help prepare for the future, and transform the business of customer field service operations from reactive to predictive.”

What’s under the hood?

  • Increased service intelligence and collaboration with real-time status updates that include location and ETA. This provides enterprises with competitive service advantages, enabling them to quickly plan, respond and deliver the best customer service experience possible. Integrated tools and bi-directional communication, such as interactive appointment confirmation details, will improve customer engagements and also increase customer satisfaction, retention, and organic revenue growth.
  • With Intuitive tools and a flexible user interface mangers will be able to create, test and deploy new functionality to drive user efficiency, productivity and satisfaction. Continual, seamless upgrades provide greater agility and enable business users to stay ahead of the competition while also eliminating the expense and time of IT integration.
  • Since it has been developed for the cloud, the solution’s performance-optimized architecture offers efficiency, scalable and flexibility to continually support business growth and the changing technology needs of the market for decades to come. In addition, Click Field Service Edge’s intelligent mobile efficiency eliminates unnecessary data transfer on field devices to ensure that critical data is sent and received even when network connections is not at its best.

Jim Lundy, Founder and CEO, Aragon Research, says, “It’s clear that field service is in the midst of a shift from the basic ‘install and fix’ procedures to a much more strategic focus on customer engagement. The influx of new cloud and mobile technology, the availability of big data and the arrival of IoT has led us to a place where field service is empowering businesses to differentiate their offerings, and positively impact every customer interaction throughout the service experience.”

Click Field Service Edge is currently deployed with enterprises like Pacific Biodiesel, a community-based biodiesel production and Southern Dock, the providers of commercial doors, loading dock equipment and dock maintenance services. It allows any enterprise worker to build personalized, strategic engagements that resonate with their customers. These improved engagements increase customer satisfaction, loyalty, retention, and customer lifetime value.

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