ClickSoftware Delivers World's Largest Field Service Optimization Solution To Telstra's 7,500 Technicians
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.