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Cable Technology Feature Article

January 12, 2010

Cable&Wireless Selects ClickSoftware for Optimized Mobile Workforce Management

By Anil Sharma, TMCnet Contributor

Cable&Wireless Worldwide, a provider of mission critical communication solutions to large users of telecoms services globally, reportedly has selected and implemented ClickSoftware Technologies’ ServiceOptimization Suite to increase engineer productivity, reduce costs and further improve the services Cable&Wireless delivers to its customers.
According to ClickSoftware (News - Alert) officials, Cable&Wireless has implemented the ClickSoftware’s workforce management solutions including ClickSchedule, ClickMobile, ClickAnalyze, Street Level Routing and ClickLocate, which will help the company to increase the average number of visits completed by each engineer in a working day.
Thanks to these solutions, Cable&Wireless expects to further improve the customer experience and productivity.
“We chose ClickSoftware as they could provide a solution that would not only be robust enough to meet our very complex scheduling needs but also help us further improve the service we deliver to our customers,” said Russ Hewitt, director, field services, Cable&Wireless Worldwide, in a statement.
Hannan Carmeli, president and chief operating officer of ClickSoftware, said that the Cable&Wireless decision highlights how important mobile workforce productivity is to cable and telecommunications companies in terms of cost, customer service and ongoing strategy.
ClickSoftware is a provider of workforce management and service optimization solutions that create business value for service operations through higher levels of productivity, customer satisfaction and cost effectiveness.
In December ClickSoftware Technologies announced the general availability of ServiceTycoon Version 9 – helping small- and mid-size service businesses deliver higher customer service at much lower costs.
In the highly competitive SMB market, reputation and customer loyalty can make or break the business. For many though, the inefficiencies of manually intensive processes, such as scheduling service calls, billing and customer relationship management, makes it difficult to consistently deliver high levels of service.
With ServiceTycoon’s Web-based software-as-a-service model, any small to medium-size business can automate workflows and gain full control over all parts of the service cycle – from the initial customer call to payment. Up and running in just minutes, the solution lets contractors, installers, repair technicians and service professionals manage business quickly and efficiently -- from the office and the field, via mobile devices -- without the cost and time needed to design and build custom applications.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Marisa Torrieri