Burlington, MA - April 29th, 2004 - ClickSoftware (NasdaqSC: CKSW), the leading provider of end-to-end service optimization solutions, today announced the roll out of a major field service scheduling system supporting Maytag Services' nationwide All Brand Factory Service operations.
"Our appliances run smoothly year-after-year, but whenever there is a problem we want to ensure any inconvenience is minimized, so we have implemented ClickSchedule, which now positions us to provide real time service appointment scheduling," said Dale Reeder, Vice-President of Field Services at Maytag. "ClickSoftware will deliver a strong competitive advantage to Maytag Services," he added.
ClickSchedule makes real-time decisions based on multiple variables, such as travel time, resource load, work priority and each technician's specific area of expertise and training. ClickSchedule enables Maytag Services to use one application nationwide to manage hundreds of field service resources. The new system can devise the most efficient sequence of repairs for each technician, cutting down the total mileage traveled, and ensuring they have the resources to complete the service call. In addition, they will be able to offer reliable appointment slots to their customers at the initial point of contact, whether that is the phone or the web. By increasing the efficiency of Maytag's field service operations, the solution will help the company to make the transition from 'next day scheduling' to "˜real time scheduling' and support the shift from servicing only Maytag products to servicing multiple brands.
In addition to ClickSchedule, Maytag has purchased ClickAnalyze, which will provide real-time feedback on service performance to the company's senior management and service directors. ClickAnalyze provides analytic reports on workforce utilization, workload peaks and performance impact, and Mean Time To Repair.
"We selected ClickSoftware for this project because they demonstrated both innovation and leadership in the field of advanced scheduling technology," said Reeder. "Through speaking with their many national and international customers, we were able to gain a level of comfort that their solutions were both field proven and effective."
"The Maytag brand has always been synonymous with the highest quality goods, and is now further improving its customer service with optimized scheduling for service appointments," commented Dr. Moshe BenBassat, CEO at ClickSoftware.
ClickSoftware is the leading provider of workforce and service optimization solutions that maximize workforce productivity and customer satisfaction while minimizing operations costs. ClickSoftware's ServiceOptimization Suite provides an integrated, intelligent solution for automatic, efficient, and effective decisions over the entire service decision-making chain. It includes reliable customer demand and workload forecasting, strategic and tactical capacity planning, daily service scheduling, troubleshooting and repair support, wireless workforce management, and business analytics, connecting all organizational levels and functions. The company is headquartered in Burlington, MA and Israel, with offices in North America, Europe, and Asia Pacific.
For more information about ClickSoftware, please call (781) 272-5903 or
(888) 438-3308 or visit www.clicksoftware.com.
Ali Merifield, LEWIS PR