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December 5, 2012 /PRNewswire/ --
ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated
mobile workforce management and optimization solutions for the service industry, today announced that
cablex AG, a subsidiary of Swisscom that plans, builds and maintains high-performance ICT and network infrastructure solutions for the energy, communication, transport and facility industries, has selected ClickSoftware mobility solutions to improve the customer experience while optimizing scheduling for field engineers.
cablex has 900 field engineers working through 20 service centers across
Switzerland providing 24/7 support for a diverse and complex range of products. This complexity has led cablex to seek out a software solution that could seamlessly integrate with SAP to automate its job scheduling, which to date has been conducted manually, using spreadsheets and the telephone.
"We know there are efficiency gains to be made in the way we serve customers in the field," said
Daniel Pelizzoni, Head of Service Operation at cablex. "It has been difficult to find a software solution that we were confident could help address our business challenges, whilst improving customer satisfaction through increased productivity. We believe we will achieve that with ClickSoftware."
The ClickSoftware Mobility Suite will be implemented by Swisscom IT Services AG, part of cablex's parent company Swisscom. Once complete, the new solution will integrate seamlessly with SAP, automatically scheduling all Service Orders as they are raised. Service Orders will be scheduled based on the products involved, task complexity and priority, balanced against the need to ensure all service level agreements are met. The skills of individual engineers will also play a key role in appropriately scheduling Service Orders.
Field engineers equipped with mobile devices will have constant access to real-time information about their schedules, and the ability to communicate with dispatchers, where previously they could only use a phone for such communication. Engineers will be updated about schedule changes in real-time and can inform dispatchers electronically when a job is complete. If a follow-up visit is required, engineers will be able to book it with the customer in real-time.