gizmo Selects ClickSoftware's Cloud Based Workforce Management Platform For Service Differentiation
Australia's leading technical home services provider to benefitfrom the power of ClickSoftware's proven portfolio of solutions in an on-demand model to improve efficiencies across the business and deliver a superior customer experience
ClickSoftware Technologies Ltd., the leading provider of automated workforce management and optimization solutions for the service industry, recently announced that gizmo, a leading provider of technical home services, has selected ClickSoftware OnDemand. The SaaS-based solution will enable gizmo to increase technician productivity and provide better customer service levels, with no upfront licenseor IT infrastructure costs.
By providing exceptional support and services to its customers, gizmo can differentiate its brand from the considerable competition in their sector. The company identified outstanding customer communication and exceptional management of field technicians as a means to achieve this point of difference and turned to ClickSoftware to deliver both. Gizmo has purchased and will deploy ClickSchedule, ClickContact and Street Level Routing (SLR).
"Our evaluations of service management technologies concluded that ClickSoftware's proven solutions were the best choice," said Troy Cox, Chief Technology Officer at gizmo. "The functionality is unsurpassed and aligned to both our business objectives and the company's strategy of moving to cloud based solutions. Only paying for what we use means there is no wastage on expensive IT infrastructure or resources and we will have more time to focus on world class services," he added.
ClickSchedule will automatically and optimally create technician schedules enabling gizmo to increase the number of customer appointments its field technicians complete in the field. This increase in productivity will allow gizmo to serve more customers without increasing its workforce, thereby growing profitability. To provide an excellent response to customers' needs, the system will also ensure that technicians with the required skills arrive at the appointed time.
The unique Street Level Routing capabilities will enable gizmo to provide accurate and reliable appointment windows and arrival times to customers by calculating travel times using the actual route.
ClickContact will provide gizmo and its customers with a number of self-service and automated features designed to give more control of the service experience to the customer while positively impacting the bottom line. The solution will enable a customer to update or reschedule appointments, via SMS or the gizmo website, if the originally-planned time becomes inconvenient thus reducing the number of costly customer no-shows on the day of service.
ClickSchedule, which is integrated with ClickContact, will then automatically optimize the engineers' schedule according to the customer's preferences, eliminating the cost of the considerable manual intervention that would be needed to manage this process.
"Reliable services and clear communication leads to happy, loyal customers. ClickSoftware's workforce management platform will enable gizmo to be more effective in both these areas whilst also increasing company-wide productivity," concluded Cox.
Additionally the new solution will facilitate more complex scheduling scenarios, such as assisted work, parts collection, priority work, and customer tiered service levels.
"Our automated workforce management and optimization solutions are recognized as being second-to-none in the market today," said Hannan Carmeli, President and COO of ClickSoftware. "We offer customers a choice as to how they wish to deploy these solutions (on premises or in the cloud) and we are confident that our on-demand delivery mechanism will prove a reliable and cost effective choice for the business and IT requirements of gizmo. Leveraging advances in cloud computing and the power of Version 8 make it possible to deliver even the most advanced solutions in the SaaS model without any impact on quality, reliability or scalability," continued Carmeli.
About gizmo
gizmo, established in 2006, is a professional technology services provider targeting the consumer and small office/home office markets in Australia. gizmo's expertise is now relied upon by over 100,000 Australians to help them gain greater value and enjoyment from their computers and other gadgets. gizmo is certified by both Microsoft and Apple, and has key channel partnerships in place with Dell, Microsoft, Netgear and McAfee, as well as retail relationships with both Harvey Norman and JB Hi Fi. gizmo offer a range of products and services to help customers secure their computers from malware, viruses and cyber-theft, plus those that cover repairs and upgrades, personalised tutorials for those wanting to develop awareness, home networking, data services and computer set-up. For more information, visit www.gizmo.com.au.
About ClickSoftware
ClickSoftware is the leading provider of automated workforce management and optimization solutions for every size of service business. Our portfolio of solutions, available on demand and on premises, create business value through higher levels of productivity, customer satisfaction and operational efficiency. Our patented concept of ‘continuous planning and scheduling' incorporates customer demand forecasting, long and short term capacity planning, shift planning, real-time scheduling, mobility and location-based services, as well as on-going communication with the consumer on the expected arrival time of the service resource.
As the pioneers of the ‘W6' concept more than 20 years ago, we have perfected solutions for solving a wide variety of problems on Who does What, for Whom, with What, Where and When. The combination of proven technology with educational services helps businesses find the right balance between reducing costs, increasing customer satisfaction, employee preferences and industry regulations/legislation. ClickSoftware's solutions manage over 250,000 resources in service businesses across a variety of industries and geographies. Our flexible deployment approach, breadth and depth of solutions and strong partnerships with leading CRM/ERP vendors and system integrators makes us the number one choice to deliver superb business performance to any organization. The company is headquartered in the United States and Israel, with offices across Europe, and Asia Pacific. For more information, visit www.clicksoftware.com.
SOURCE: ClickSoftware Technologies Ltd.