ClickSoftware, a leading provider of field service management solutions for the enterprise, today introduced Click Field Service Edge, a new cloud-based, mobile workforce management platform designed to meet the needs of the largest and most demanding field service providers.
Adoption of the cloud has more than doubled over the past two years and, with that, cloud-based software solutions have become entrenched in the business world.
Recognising the technological benefits for field service companies, ClickSoftware's first, cloud only, SaaS-based solution delivers field service management in an entirely new way.
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.
"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," explained Tom Heiser, ClickSoftware's Chief Executive Officer.
"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."
Benefits of the new Click Field Service Edge include:
Increased Service Intelligence and Collaboration:
Real-time status updates - including location and estimated time of arrival - provide organisations with competitive service advantages, enabling them to quickly plan, respond and deliver the best customer service experience possible.
Leveraging established service policies and intelligent decision recommendations helps increase business users' efficiency and productivity. Additionally, integrated tools and bi-directional communication, such as interactive appointment confirmation details, not only improve customer engagements, but also increase customer satisfaction, retention and organic revenue growth.
Intuitive tools and a flexible user interface allows mangers 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.
Improved Scale and Scope:
Developed for the cloud, the solution's performance-optimised 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 connections are not optimal.
"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," said Jim Lundy, founder and CEO, Aragon Research.
"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. - Jim Lundy, Aragon Research."
Click Field Service Edge is currently deployed with key customers including; Pacific Biodiesel, a leader in community-based biodiesel production and Southern Dock, one of the nation's largest providers of commercial doors, loading dock equipment and dock maintenance services.
"As a growing company, we needed a future-proof mobile workforce management solution that would fulfill our changing business needs while providing consistently great service to our customers," explained Katy Chandler, Director at Southern Dock.
"The advanced capabilities, together with a great user experience and the flexibility of the configuration options, made it an easy choice for us."
Click Field Service Edge allows any enterprise worker-from field service professionals to supervisors, dispatchers and managers-to build personalised, strategic engagements that resonate with their customers. These improved engagements, in turn, increase customer satisfaction, loyalty, retention, and customer lifetime value.