BURLINGTON, Massachusetts, October 20, 2015 /PRNewswire/ --
ClickSoftware brought in to replace cablex's legacy ticketing system
High performance communications networks specialist cablex has begun experiencing ongoing operational efficiencies after introducing a raft of ClickSoftware solutions combining billing and ticketing into one solution. cablex wanted to create a single end-to-end platform to manage all construction orders and projects from new builds to customer tickets. Tasked with replacing the company's legacy ticketing system, ClickSoftware implemented ClickSchedule, ClickMobile and ClickLocate. The new solutions enable cablex to monitor where its technicians are at any time, who is available, what skills they have and whether they have enough tools in stock for each job.
cablex operates in 19 locations across Switzerland, with 1,200 employees carrying out approximately 120,000 jobs every year. ClickSoftware's solutions have been brought in as part of cablex's "Ready 4 the Future" programme aimed at making the company leaner, better and different. Moving towards adopting mobile, cablex chose ClickSoftware for its enterprise mobility solutions, allowing real-time communications and full visibility into their technicians in the field. Previously, cablex customers would raise tickets and the information would be printed out centrally and faxed to a technician out on site or they would have to drive to a central location to pick it up.
Through the new ClickSoftware solutions, technicians are now able to access the information whenever and wherever they are. They also no longer have to fill in paper-based reports and deliver them to central offices for data entry, with all this completed via their mobile devices.
The benefits have been felt almost immediately, within a month cablex was able to efficiently handle 5 to 8,000 orders without issue. Since implementation, they have been able to improve performance in the deployment of service technicians by more than half (52%).
Implementing ClickSoftware's solutions also improved standardisation across the company. Processes for assignments were previously handled manually and differed across each of the company's locations in the country. Employees in the field also had to manage 20 to 30 apps for different functions to complete work, due to a lack of standardisation. Teams suffered from not being able to transparently work with other teams due to limited access to available data. cablex can now use specialist contractors effectively and schedule these more easily, by giving them the same information as cablex technicians, helping create a seamless service for suppliers and their customers.
Sascha Spasovski, CIO at cablex said: "Working with ClickSoftware's solutions we aim to continue our reputation for being innovative in our business practices. The price, scalability and the ability to integrate different platforms through the mobile solution made ClickSoftware the perfect partner to work with in order to realise this goal. Our field technicians are also very happy with the solution as it has enhanced the way they do their jobs. It enables them to immediately see their schedule, access all the documents they need, see details of any specific jobs, process or reports they need to undertake or complete for each task and also find out the best route to get to their next job. It has saved them a lot time before they go to a site, travelling to a site and working on site."
"We are delighted cablex has used ClickSoftware field service solutions to help them in their goal to achieve greater efficiency and standardise applications across the whole company," said Robert Williams, Vice President EMEA at ClickSoftware. "cablex managers now have an easy way to plan, schedule and track their technicians, whilst also ensuring those working out in the field have all the information they need to complete the job. The project has already delivered measurable benefits and we look forward to working with cablex to continue the progress towards a completely integrated mobile workforce management system."
Customer Story Video (in German, with English subtitles): http://www.clicksoftware.com/cablex-customer-story-video
Case Study (in German): http://www.clicksoftware.com/globalassets/aasite_german/documents/cs/case-study_cablex_de.pdf
cablex is the leading provider for planning, building and maintaining high-performance ICT and network infrastructure solutions at competitive prices to meet present and future market needs.
Rapid technological innovation, the upcoming energy reform and increasing mobility require investments in communication, energy and transport. We offer comprehensive networking solutions with state-of-the-art technologies and work together with you to lay the infrastructure foundation for the future:
- with high-performance ICT and network infrastructures in cable and wireless networks for the highest possible bandwidths
- with reliable and efficient infrastructures to meet future requirements for highly flexible and smart energy grids
- with solutions for capacity and safety in tunnels and on open sections of roads and rail line
For more information please visit http://www.cablex.ch
ClickSoftware is a 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" and "The real-time service enterprise" concepts, 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 delivers superb business performance to service sector organizations of all sizes. The Company is headquartered in the United States and Israel, with offices across Europe, and Asia Pacific. For more information, please visit http://www.clicksoftware.com. Follow us on Twitter.
SOURCE ClickSoftware Technologies Ltd