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SOURCE Frost & Sullivan
ClickButler enables increased worker productivity by addressing time-consuming minor tasks and allowing the employee to finish more calls during the day
MOUNTAIN VIEW, Calif., Feb. 11, 2014 /PRNewswire/ -- Based on its recent analysis of the mobile workforce management (MWM) market, Frost & Sullivan recognizes ClickSoftware (NasdaqGS: CKSW) with the 2014 North American Frost & Sullivan Award for New Product Innovation Leadership. ClickSoftware's innovative offering, the ClickButler service, is a context-aware, intelligent software assistant that anticipates and acts to optimize field service workers' efficiency, job quality, and safety.
The ClickButler software service is available via the company's mobile solution,and although it is extendable to any of ClickSoftware's products, it is unique when applied as a mobile assistant to service workers in the field. It leverages artificial intelligence (AI) capabilities to anticipate a mobile field worker's need to perform a certain function, present specific recommendations on the mobile device, and then executes the suggested actions.
"A simple example would be ClickButler recommending implementing 'the next best action' after a repair call has been completed. After asking and getting approval from the worker to call the customer, it automatically pulls up the customer list, identifies the next service appointment, finds the contact information, and makes the phone call to that customer," said Frost & Sullivan Principal Analyst Jeanine Sterling. "This activity, which would otherwise require swiping, clicking and typing, is streamlined and performed rapidly and efficiently by ClickButler instead."
Frost & Sullivan notes that context awareness in a business setting encompasses a broad range of variables. For a field service worker, these would include the type of job, service level agreement (SLA) commitments, job priority or urgency, the next task, as well as proximity to parts and peers. ClickSoftware identifies and captures all of these data and uses them to enable AI, which quickly and correctly processes the data to implement or adjust actions for the field worker.
ClickButler's capabilities also enhance worker safety by eliminating the temptation to perform tasks on the device while driving. Company liability can be decreased in other ways by incorporating automatic safety features such as checking wind speed before climbing onto a roof or proactively warning about a dangerous neighborhood.
"ClickButler also helps the worker do higher-quality work, by addressing work details that can easily be missed or by alerting him or her to the need for a certain part or piece of information. This optimizes the time to first fix and reduces the need for costly return calls," noted Sterling. "In addition to decreasing expenses, ClickButler can improve revenues by alerting the worker to upsell opportunities while on the customer site or simply by enhancing customer satisfaction through efficient, timely service."
ClickSoftware already has more than 250 enterprise clients with more than half a million workers using its service optimization software. This represents a vast base of businesses to be mobilized. Services such as ClickButler offer a strong incentive to extend ClickSoftware capabilities onto mobile devices in the field, which significantly expand the company's customer base.
Each year, Frost & Sullivan presents this award to the company that has developed an innovative element in a product by leveraging leading-edge technologies. The award recognizes the value-added features/benefits of the product and the increased ROI it offers customers, which in turn increases customer acquisition and overall market penetration potential.
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
ClickSoftware (NasdaqGS: CKSW) is the leading provider of automated mobile workforce management and service optimization solutions for the enterprise, both for mobile and in-house resources. As pioneers of the "Service chain optimization" concept, our solutions provide organizations with end-to-end visibility and control of the entire service management chain by optimizing forecasting, planning, shift and task scheduling, mobility and real-time management of resource and customer communication.
Available via the cloud or on-premise, our products incorporate best business practices and advanced decision-making algorithms to manage service operations more efficiently, in a scalable, integrated manner. Our solutions have become the backbone for many leading organizations worldwide by addressing the fundamental question of job fulfillment: Who does What, for Whom, With what, Where and When.
ClickSoftware is the premier choice for delivering superb business performance to service sector organizations of all sizes. The company is headquartered in the United States and Israel, with offices across Europe, Latin America and Asia Pacific. For more information, please visit www.clicksoftware.com. Follow us on Twitter.
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