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Speedy Service Key to Tracker's Focus on Customer Service in South Africa
Jul 01, 2013 (09:07 PM EDT)


BURLINGTON, Massachusetts, July 2, 2013 /PRNewswire/ --



ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimization solutions for the service industry, today announced that Tracker Connect (Pty) Limited, South Africa's leading vehicle tracking and recovery company with over 800,000 subscribers, has selected ClickSoftware to improve scheduling for the hundreds of installation technicians located throughout the country.  

The new solution, which will be implemented by ClickSoftware partner About Time Software, will be used to improve the customer experience for both new subscribers, who need to have a tracking device fitted to vehicles, as well as existing customers who require service calls.  ClickSoftware will improve the efficiency of installation technicians by:

  • Optimizing appointment schedules
  • Reducing "no show" appointments
  • Cutting travel time between appointments
     

ClickSoftware's scalability and ability to share real-time information between call centers and technicians was central to its selection by Tracker Connect.

Tracker previously used an in-house solution to support its technicians, but with the success and growth of the company, needed a new solution that could scale to meet its needs now and into the future. Given the customer-centric focus of the business, it is key that Tracker handle installations with minimal lead time. The company expects ClickSoftware will be crucial to providing technicians with the tools to help them complete installations with greater efficiency, giving customers peace of mind as quickly as possible.

The ClickSoftware implementation will be tightly integrated with the Tracker Connect CRM solution, bridging the gap between technicians and customers seamlessly.  A number of solutions were reviewed before selecting ClickSoftware, which Tracker Connect believes offers the best ROI and features to support the future of the company, in what is a fiercely competitive market.

Retaining the company's position as the leader in the market is a key business driver for Tracker, therefore investing in technology that continually improves the customer experience is a top priority. The company looks to the combination of ClickSoftware's scheduling and analysis tools to deliver on these goals.

ClickSoftware's suite of Mobile Workforce Management solutions enables service organization executives to define the balance between customer satisfaction, productivity goals, field resource satisfaction, and revenue considerations.  It continually optimizes the schedule throughout the day to ensure that all jobs and resources are optimally matched, even with changing specific service demands during the day.  ClickSoftware automatically creates the most satisfying schedule, while providing dispatchers the necessary tools to support the unexpected events that are typical for any service organization.        

"We are excited to expand our operations in South Africa. As companies in that country grow it becomes harder to maintain processes in the field and scale operations in a way that meets all business goals," said Hannan Carmeli, Co-CEO at ClickSoftware.  "We understand that challenge, and through our combined business and technical expertise, and that of our partners, can provide a growing enterprise with the ability to meet real-time customer demands while showing real and measurable improvements in areas such as field productivity."  

About: Tracker Connect

Tracker has been South Africa's leading vehicle tracking and recovery company since the 1990's. While vehicle tracking and stolen vehicle recovery remain the company's core business, Tracker has evolved today into a highly sophisticated technological company offering leading edge fleet management and telematics solutions to both individuals and organisations throughout Southern Africa.

About: About Time Software

About Time has its roots in enterprise mobility, providing solutions to companies with diverse mobile and scheduling requirements in all major sectors. About Time is a performance improvement company, specializing in the delivery of projects involving the ClickSoftware Service Optimization suite, which we believe is the strongest toolset of its kind available. Certified as a ClickSoftware implementation partner we provide specialist skills to organisations that require an end to end approach to service optimization and enablement of their mobile workforce.

About: ClickSoftware

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, and Asia Pacific. For more information, please visit http://www.clicksoftware.com. Follow us on Twitter.

Safe Harbor Statement

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 expected benefits to Tracker Connect and its customers from using ClickSoftware's solutions. 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, 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, 2012 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 Company Contact:
Kristin Amico
kristin.amico@clicksoftware.com
+1(781)272-5903 Ext: 2364

SOURCE ClickSoftware Technologies Ltd