OnStream Selects ClickSoftware for Optimized Mobile Workforce Management
Poster: SySAdmin
Posted on March 1, 2010 at 10:58:46 AM
OnStream Selects ClickSoftware for Optimized Mobile Workforce Management
As part of a business transformation program, OnStream owned by National Grid and one of the UK's leading meter management company, is to implement optimized scheduling, mobility and customer experience applications
BURLINGTON, Mass., March 1 -- ClickSoftware Technologies Ltd. (NASDAQ:CKSW), the leading provider of workforce management and service optimization solutions, today announced that OnStream, a provider of gas and electricity metering solutions to UK energy suppliers, has selected its ServiceOptimization Suite. The workforce management, customer experience and mobility applications will be utilized to create a compelling service for the management of traditional meters and the roll out of smart meters in the UK. OnStream's transformation program is focused on putting the customer at the heart of the organization to enable them to become the 'smart metering partner of choice'.
OnStream operates in a highly competitive market; crucial to its continuing success is the ability to demonstrate to its energy customers a robust and cost effective service that has the potential to scale up for the UK smart meter deployment. Following a comprehensive evaluation of the market, the decision was made to replace its outdated mobility applications with ClickSoftware's suite of workforce management and service optimization solutions. Declan McLaughlin, Head of Transformation for OnStream explains how ClickSoftware will support future operations, "Consistently providing the highest levels of customer service is a key driver for our business and one that will serve to differentiate us from the competition. We expect the solutions from ClickSoftware to address every strategic aspect of our service operation. The optimization of our mobile workforce and improved customer communication will also enable the business to complete more meter installations per day, per engineer."
A common customer complaint is the inconvenience of having to wait at home all day for the engineer to arrive. At the same time, a costly situation for the service provider is when the engineer arrives and the customer is not at home. To overcome this challenge, OnStream will implement ClickSoftware's customer experience solution, ClickContact, which will provide narrow appointment slots to customers as well as notifications and reminders through multiple, timely touch-points including email, voicemail, SMS and online. Should an appointment slot no longer be convenient, the customer can easily reschedule the appointment online or via their mobile device without having to contact the call center. This will result in a significant reduction in inbound call volumes, fewer 'no shows' and higher customer satisfaction levels.
The optimization capabilities of ClickSoftware will allow OnStream to carry out 'dual fuel' intelligent scheduling. This means that instead of having two separate appointments at the same household for gas and electric meters, OnStream will be able to combine the appointments into a single visit. This will result in significant cost savings to the business as well as contributing to the reduction in its carbon footprint and a better overall experience for the end customer.
OnStream will utilize ClickSoftware's forecasting and planning tools for strategic, operational and tactical planning. The strategic planning will enable operational managers to run contract simulations and 'what if' scenarios, allowing them to accurately map demand levels and capacity. ClickSchedule will automatically optimize the deployment of OnStream's internal engineers and contractors to make sure that the right engineer arrives at the appointed time with the equipment to get the job done first time. ClickAnalyze will provide OnStream with management reporting of operations against Key Performance Indicators (KPIs) both historically and in real-time. This improved visibility will allow scheduling teams and management at OnStream to make better informed decisions that are consistently aligned with the business strategy.
It is envisaged that ClickSoftware's mobile field service platform will be a leap forward for field communications and the business. "ClickMobile allows us to bring the significant investment we have made in enterprise technology to our engineers in the field," said McLaughlin. Information about consecutive jobs is automatically pushed to engineers' mobile devices, including any notes from previous visits, site maps and product information. Job, timesheet, customer information and asset inspection can then be fed back into OnStream's asset management system. The field engineer will also have access to the back office systems via ClickMobile in order to better service the customer, for example creating appointments and follow-up orders from the field or completing customer satisfaction surveys.
"We have been taking advantage of mobile technology for many years," said Sharon Rodriguez, Managing Director, OnStream. "We are confident that the features and functionality of ClickSoftware's mobile field service platform will allow us to take the next step in mobilizing our field workforce and build towards providing a truly customer centric approach."
"We are delighted to partner with OnStream as they embark upon a journey to transform their business," said Hannan Carmeli, President and Chief Operating Officer at ClickSoftware. "We will bring our utility-related mobility experience to this implementation and in doing so continue to demonstrate the advantage of our solutions to OnStream and the wider market."
About OnStream
OnStream, a National Grid company (the UK's largest investor-owned utility), provides gas and electricity metering solutions to the UK. This includes a flexible and professional range of meter management services to UK energy suppliers. To date, OnStream has installed in excess of 2.5 million gas meters and 1.5 million electricity meters.
OnStream provides gas meter reading services for both domestic and non-domestic customers. It currently operates traditional meter reading services alongside world-class Automated Meter Reading services, through which it collects consumption data on a daily basis.
OnStream also offers smart metering services aimed at improving service provision and reducing environmental impact. It is an active participant in industry discussions and government policy development. So far it has installed 27,000 smart meters, both in homes and businesses. To support smart metering it offers data collection and aggregation services ensuring a holistic, end-to-end service for its customers (http://www.onstream.co.uk).
About ClickSoftware
ClickSoftware is the leading 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. Combining educational, implementation and support services with best practices and its industry-leading solutions, ClickSoftware drives service decision making across all levels of the organisation. From proactive customer demand forecasting, capacity planning and shift scheduling to real-time decision making, incorporating scheduling, mobility and location-based services, ClickSoftware helps service organizations get the most out of their resources. With over 150 customers across a variety of industries and geographies, and strong partnerships with leading platform and system integration partners - ClickSoftware is uniquely positioned to deliver superb business performance to any organisation. The company is headquartered in Burlington, Mass. and Israel, with offices in Europe, and Asia Pacific.
For more information about ClickSoftware, please call (781) 272-5903 or (888) 438-3308, or visit http://www.clicksoftware.com.
This press release contains express or implied forward-looking statements within the Private Securities Litigation Reform Act of 1995 and other U.S Federal securities laws. These forward-looking statements include, but are not limited to, those statements regarding ClickSoftware's solutions and how they will help OnStream. Such "forward-looking statements" involve known and unknown risks, uncertainties and other factors that may cause actual results or performance to differ materially from those projected. The forward-looking statements contained in this press release are subject to risks and uncertainties, including those discussed in the "Risk Factors" section and elsewhere in ClickSoftware's annual report on Form 20-F for the year ended December 31, 2008 and in subsequent filings with the Securities and Exchange Commission. Except as otherwise required by law, ClickSoftware is under no obligation to (and expressly disclaims any such obligation to) update or alter its forward-looking statements whether as a result of new information, future events or otherwise.
ClickSoftware Contact:
Jennifer Shea
ClickSoftware, Inc.
781-272-5903 x2273
jennifer.shea@clicksoftware.com
Source: ClickSoftware Technologies Ltd.
CONTACT: Jennifer Shea of ClickSoftware, Inc., +1-781-272-5903 ext.
2273, jennifer.shea@clicksoftware.com
Web Site: http://www.clicksoftware.com/
As part of a business transformation program, OnStream owned by National Grid and one of the UK's leading meter management company, is to implement optimized scheduling, mobility and customer experience applications
BURLINGTON, Mass., March 1 -- ClickSoftware Technologies Ltd. (NASDAQ:CKSW), the leading provider of workforce management and service optimization solutions, today announced that OnStream, a provider of gas and electricity metering solutions to UK energy suppliers, has selected its ServiceOptimization Suite. The workforce management, customer experience and mobility applications will be utilized to create a compelling service for the management of traditional meters and the roll out of smart meters in the UK. OnStream's transformation program is focused on putting the customer at the heart of the organization to enable them to become the 'smart metering partner of choice'.
OnStream operates in a highly competitive market; crucial to its continuing success is the ability to demonstrate to its energy customers a robust and cost effective service that has the potential to scale up for the UK smart meter deployment. Following a comprehensive evaluation of the market, the decision was made to replace its outdated mobility applications with ClickSoftware's suite of workforce management and service optimization solutions. Declan McLaughlin, Head of Transformation for OnStream explains how ClickSoftware will support future operations, "Consistently providing the highest levels of customer service is a key driver for our business and one that will serve to differentiate us from the competition. We expect the solutions from ClickSoftware to address every strategic aspect of our service operation. The optimization of our mobile workforce and improved customer communication will also enable the business to complete more meter installations per day, per engineer."
A common customer complaint is the inconvenience of having to wait at home all day for the engineer to arrive. At the same time, a costly situation for the service provider is when the engineer arrives and the customer is not at home. To overcome this challenge, OnStream will implement ClickSoftware's customer experience solution, ClickContact, which will provide narrow appointment slots to customers as well as notifications and reminders through multiple, timely touch-points including email, voicemail, SMS and online. Should an appointment slot no longer be convenient, the customer can easily reschedule the appointment online or via their mobile device without having to contact the call center. This will result in a significant reduction in inbound call volumes, fewer 'no shows' and higher customer satisfaction levels.
The optimization capabilities of ClickSoftware will allow OnStream to carry out 'dual fuel' intelligent scheduling. This means that instead of having two separate appointments at the same household for gas and electric meters, OnStream will be able to combine the appointments into a single visit. This will result in significant cost savings to the business as well as contributing to the reduction in its carbon footprint and a better overall experience for the end customer.
OnStream will utilize ClickSoftware's forecasting and planning tools for strategic, operational and tactical planning. The strategic planning will enable operational managers to run contract simulations and 'what if' scenarios, allowing them to accurately map demand levels and capacity. ClickSchedule will automatically optimize the deployment of OnStream's internal engineers and contractors to make sure that the right engineer arrives at the appointed time with the equipment to get the job done first time. ClickAnalyze will provide OnStream with management reporting of operations against Key Performance Indicators (KPIs) both historically and in real-time. This improved visibility will allow scheduling teams and management at OnStream to make better informed decisions that are consistently aligned with the business strategy.
It is envisaged that ClickSoftware's mobile field service platform will be a leap forward for field communications and the business. "ClickMobile allows us to bring the significant investment we have made in enterprise technology to our engineers in the field," said McLaughlin. Information about consecutive jobs is automatically pushed to engineers' mobile devices, including any notes from previous visits, site maps and product information. Job, timesheet, customer information and asset inspection can then be fed back into OnStream's asset management system. The field engineer will also have access to the back office systems via ClickMobile in order to better service the customer, for example creating appointments and follow-up orders from the field or completing customer satisfaction surveys.
"We have been taking advantage of mobile technology for many years," said Sharon Rodriguez, Managing Director, OnStream. "We are confident that the features and functionality of ClickSoftware's mobile field service platform will allow us to take the next step in mobilizing our field workforce and build towards providing a truly customer centric approach."
"We are delighted to partner with OnStream as they embark upon a journey to transform their business," said Hannan Carmeli, President and Chief Operating Officer at ClickSoftware. "We will bring our utility-related mobility experience to this implementation and in doing so continue to demonstrate the advantage of our solutions to OnStream and the wider market."
About OnStream
OnStream, a National Grid company (the UK's largest investor-owned utility), provides gas and electricity metering solutions to the UK. This includes a flexible and professional range of meter management services to UK energy suppliers. To date, OnStream has installed in excess of 2.5 million gas meters and 1.5 million electricity meters.
OnStream provides gas meter reading services for both domestic and non-domestic customers. It currently operates traditional meter reading services alongside world-class Automated Meter Reading services, through which it collects consumption data on a daily basis.
OnStream also offers smart metering services aimed at improving service provision and reducing environmental impact. It is an active participant in industry discussions and government policy development. So far it has installed 27,000 smart meters, both in homes and businesses. To support smart metering it offers data collection and aggregation services ensuring a holistic, end-to-end service for its customers (http://www.onstream.co.uk).
About ClickSoftware
ClickSoftware is the leading 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. Combining educational, implementation and support services with best practices and its industry-leading solutions, ClickSoftware drives service decision making across all levels of the organisation. From proactive customer demand forecasting, capacity planning and shift scheduling to real-time decision making, incorporating scheduling, mobility and location-based services, ClickSoftware helps service organizations get the most out of their resources. With over 150 customers across a variety of industries and geographies, and strong partnerships with leading platform and system integration partners - ClickSoftware is uniquely positioned to deliver superb business performance to any organisation. The company is headquartered in Burlington, Mass. and Israel, with offices in Europe, and Asia Pacific.
For more information about ClickSoftware, please call (781) 272-5903 or (888) 438-3308, or visit http://www.clicksoftware.com.
This press release contains express or implied forward-looking statements within the Private Securities Litigation Reform Act of 1995 and other U.S Federal securities laws. These forward-looking statements include, but are not limited to, those statements regarding ClickSoftware's solutions and how they will help OnStream. Such "forward-looking statements" involve known and unknown risks, uncertainties and other factors that may cause actual results or performance to differ materially from those projected. The forward-looking statements contained in this press release are subject to risks and uncertainties, including those discussed in the "Risk Factors" section and elsewhere in ClickSoftware's annual report on Form 20-F for the year ended December 31, 2008 and in subsequent filings with the Securities and Exchange Commission. Except as otherwise required by law, ClickSoftware is under no obligation to (and expressly disclaims any such obligation to) update or alter its forward-looking statements whether as a result of new information, future events or otherwise.
ClickSoftware Contact:
Jennifer Shea
ClickSoftware, Inc.
781-272-5903 x2273
jennifer.shea@clicksoftware.com
Source: ClickSoftware Technologies Ltd.
CONTACT: Jennifer Shea of ClickSoftware, Inc., +1-781-272-5903 ext.
2273, jennifer.shea@clicksoftware.com
Web Site: http://www.clicksoftware.com/