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Portugal Telecom Successfully Deploys ClickSoftware's Mobility and Workforce Management Solutions to Over 4000 Technicians
Implementation Marks one of Europe's Largest and Most Advanced Enterprise Mobility Projects
BURLINGTON, Massachusetts, June 21, 2011/PRNewswire-FirstCall/ --
ClickSoftware Technologies Ltd [http://www.clicksoftware.com ].
(NasdaqGS: CKSW), the leading provider of automated workforce management and
optimization solutions [http://www.clicksoftware.com/solutions/index.asp ],
today announced that Portugal Telecom, a global telecommunications operator
with almost 90 million customers worldwide, has successfully rolled out its
enterprise mobility and field service management solutions to thousands of
field technicians. It is thought to be one of the most ambitious field
service management and mobility projects in Europe, enabling the
organization to differentiate its services in the highly competitive
de-regulated telecoms sector in Portugal.
Portugal Telecom [http://www.telecom.pt/InternetResource/PTSite/UK ] is
the major telecoms provider in Portugal with a comprehensive and convergent
portfolio of telecoms, pay-TV and IT services to all its customer segments.
In April 2008 PT launched the multiscreen pay-TV service, over ADSL, fibre
and satellite, aiming at strengthening its service offering and improving
customer service levels. At the end of 2011, PT already commands a 31%
market share in pay-TV, being able to increase its market share almost 1pp
per month, having reached 876 thousand customers. This vision hinges upon
the high performance of the field technicians that liaise with customers and
deliver the technical services to homes and businesses. With this in mind
Portugal Telecom identified ClickSoftware's workforce management platform as
the best means to manage field activities and achieve its business strategy.
Portugal Telecom's IT services company - PTSI, Accenture and
ClickSoftware Professional Services worked together rolling out
ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze over five months.
The solution is now managing and optimizing the activities of over 4,000
field technicians who service approximately 2.1Million customers annually.
"We are pleased to have completed the rollout," said Jason Inacio, Field
Force Director at Portugal Telecom "We have embarked, with our partners,
upon one of the most ambitious projects of this kind, especially with the
implementation of such a rich business mobility solution."
Over two thirds of Portugal Telecom's field technicians are supplied by
five subcontractors; therefore one of the major challenges was how to
maintain control and a continuity of service across these different
operations. The advances in enterprise mobility give Portugal Telecom a
strategic competitive advantage where there's control over the way services
are provided so that each customer can expect exactly the same high level of
customer services.
Using predetermined workflows, ClickMobile walks technicians,
stage-by-stage, through best practice customer service and installation
procedures; from greeting customers to the activation of broadband services.
This means maximum control and clear visibility of services.
Each day ClickSchedule automatically plans which technician attends
which appointment with optimal efficiency. This information is provided to
each field worker via their mobile device. ClickLocate provides an intuitive
map of the current location of the entire mobile workforce and ClickAnalyze
provides historical business intelligence so that executives can analyze
operational performance.
In further phases of the project, Portugal Telecom will implement
ClickPlan to plot longer term workforce capacity based on business strategy.
"We are of course delighted to count a pioneering organization like
Portugal Telecom as a customer," said Hannan Carmeli, President and Chief
Operating Officer of ClickSoftware. "Everybody worked very hard to get this
system live and the end result is groundbreaking in terms of service
management and in particular enterprise mobility."
About Portugal Telecom
Portugal Telecom is a global telecommunications operator with almost 90
million clients worldwide. In Portugal, where it holds a leading position in
the markets in which operates, PT provides a wide portfolio of telecoms,
multimedia and IT and fixed and mobile services, including broadband access,
voice and television, acting in all segments of the telecommunications
sector: personal, residential, enterprise solutions and wholesale. Portugal
Telecom assumes itself as the leading Portuguese telecoms operator with a
wide and solid international presence, particularly in Brazil and Africa. PT
has a diversified business portfolio in which quality and innovation are key
aspects, aiming at positioning PT as a leading edge operator in the
international arena.
Portugal Telecom is listed on the Euronext and New York Stock Exchange,
through a full listing of its ADR program, and is present in the reference
Portuguese index and in the benchmark sustainability indexes, DJ
Sustainability and FTSE4GOOD.Information about the company is available in
Reuters via the code PTC.LS and PT and in Bloomberg via the code PTC PL.
About ClickSoftware
ClickSoftware is the leading provider of automated workforce management
and optimization solutions for every size of service business. Our portfolio
of solutions, available on demand and on premises, create business value
through higher levels of productivity, customer satisfaction and operational
efficiency. Our patented concept of 'continuous planning and scheduling'
incorporates customer demand forecasting, long and short term capacity
planning, shift planning, real-time scheduling, mobility and location-based
services, as well as on-going communication with the consumer on the
expected arrival time of the service resource.
As the pioneers of the 'W6' concept more than 20 years ago, we have
perfected solutions for solving a wide variety of problems on Who does What,
for Whom, with What, Where and When. The combination of proven technology
with educational services helps businesses find the right balance between
reducing costs, increasing customer satisfaction, employee preferences and
industry regulations/legislation. ClickSoftware's solutions manage over
250,000 resources in service businesses across a variety of industries and
geographies. Our flexible deployment approach, breadth and depth of
solutions and strong partnerships with leading CRM/ERP vendors and system
integrators makes us the number one choice to deliver superb business
performance to any organization. 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
[http://twitter.com/clicksoftware ].
Safe Harbor
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
Portugal Telecom and its customers from using ClickSoftware's products. 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, 2010 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 ClickSoftware Media Contact
Melissa Banaszak Dan Carlson
ClickSoftware Corporate Ink
melissa.banaszak@clicksoftware.com dcarlson@corporateink.com
+1(781)272-5903 Ext: 2272 +1(617)969-9192
Source: ClickSoftware Technologies Ltd
.
Portugal Telecom Successfully Deploys ClickSoftware's Mobility and Workforce Management Solutions to Over 4000 Technicians
Implementation Marks one of Europe's Largest and Most Advanced Enterprise Mobility Projects
BURLINGTON, Massachusetts, June 21, 2011/PRNewswire-FirstCall/ --
ClickSoftware Technologies Ltd [http://www.clicksoftware.com ].
(NasdaqGS: CKSW), the leading provider of automated workforce management and
optimization solutions [http://www.clicksoftware.com/solutions/index.asp ],
today announced that Portugal Telecom, a global telecommunications operator
with almost 90 million customers worldwide, has successfully rolled out its
enterprise mobility and field service management solutions to thousands of
field technicians. It is thought to be one of the most ambitious field
service management and mobility projects in Europe, enabling the
organization to differentiate its services in the highly competitive
de-regulated telecoms sector in Portugal.
Portugal Telecom [http://www.telecom.pt/InternetResource/PTSite/UK ] is
the major telecoms provider in Portugal with a comprehensive and convergent
portfolio of telecoms, pay-TV and IT services to all its customer segments.
In April 2008 PT launched the multiscreen pay-TV service, over ADSL, fibre
and satellite, aiming at strengthening its service offering and improving
customer service levels. At the end of 2011, PT already commands a 31%
market share in pay-TV, being able to increase its market share almost 1pp
per month, having reached 876 thousand customers. This vision hinges upon
the high performance of the field technicians that liaise with customers and
deliver the technical services to homes and businesses. With this in mind
Portugal Telecom identified ClickSoftware's workforce management platform as
the best means to manage field activities and achieve its business strategy.
Portugal Telecom's IT services company - PTSI, Accenture and
ClickSoftware Professional Services worked together rolling out
ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze over five months.
The solution is now managing and optimizing the activities of over 4,000
field technicians who service approximately 2.1Million customers annually.
"We are pleased to have completed the rollout," said Jason Inacio, Field
Force Director at Portugal Telecom "We have embarked, with our partners,
upon one of the most ambitious projects of this kind, especially with the
implementation of such a rich business mobility solution."
Over two thirds of Portugal Telecom's field technicians are supplied by
five subcontractors; therefore one of the major challenges was how to
maintain control and a continuity of service across these different
operations. The advances in enterprise mobility give Portugal Telecom a
strategic competitive advantage where there's control over the way services
are provided so that each customer can expect exactly the same high level of
customer services.
Using predetermined workflows, ClickMobile walks technicians,
stage-by-stage, through best practice customer service and installation
procedures; from greeting customers to the activation of broadband services.
This means maximum control and clear visibility of services.
Each day ClickSchedule automatically plans which technician attends
which appointment with optimal efficiency. This information is provided to
each field worker via their mobile device. ClickLocate provides an intuitive
map of the current location of the entire mobile workforce and ClickAnalyze
provides historical business intelligence so that executives can analyze
operational performance.
In further phases of the project, Portugal Telecom will implement
ClickPlan to plot longer term workforce capacity based on business strategy.
"We are of course delighted to count a pioneering organization like
Portugal Telecom as a customer," said Hannan Carmeli, President and Chief
Operating Officer of ClickSoftware. "Everybody worked very hard to get this
system live and the end result is groundbreaking in terms of service
management and in particular enterprise mobility."
About Portugal Telecom
Portugal Telecom is a global telecommunications operator with almost 90
million clients worldwide. In Portugal, where it holds a leading position in
the markets in which operates, PT provides a wide portfolio of telecoms,
multimedia and IT and fixed and mobile services, including broadband access,
voice and television, acting in all segments of the telecommunications
sector: personal, residential, enterprise solutions and wholesale. Portugal
Telecom assumes itself as the leading Portuguese telecoms operator with a
wide and solid international presence, particularly in Brazil and Africa. PT
has a diversified business portfolio in which quality and innovation are key
aspects, aiming at positioning PT as a leading edge operator in the
international arena.
Portugal Telecom is listed on the Euronext and New York Stock Exchange,
through a full listing of its ADR program, and is present in the reference
Portuguese index and in the benchmark sustainability indexes, DJ
Sustainability and FTSE4GOOD.Information about the company is available in
Reuters via the code PTC.LS and PT and in Bloomberg via the code PTC PL.
About ClickSoftware
ClickSoftware is the leading provider of automated workforce management
and optimization solutions for every size of service business. Our portfolio
of solutions, available on demand and on premises, create business value
through higher levels of productivity, customer satisfaction and operational
efficiency. Our patented concept of 'continuous planning and scheduling'
incorporates customer demand forecasting, long and short term capacity
planning, shift planning, real-time scheduling, mobility and location-based
services, as well as on-going communication with the consumer on the
expected arrival time of the service resource.
As the pioneers of the 'W6' concept more than 20 years ago, we have
perfected solutions for solving a wide variety of problems on Who does What,
for Whom, with What, Where and When. The combination of proven technology
with educational services helps businesses find the right balance between
reducing costs, increasing customer satisfaction, employee preferences and
industry regulations/legislation. ClickSoftware's solutions manage over
250,000 resources in service businesses across a variety of industries and
geographies. Our flexible deployment approach, breadth and depth of
solutions and strong partnerships with leading CRM/ERP vendors and system
integrators makes us the number one choice to deliver superb business
performance to any organization. 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
[http://twitter.com/clicksoftware ].
Safe Harbor
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
Portugal Telecom and its customers from using ClickSoftware's products. 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, 2010 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 ClickSoftware Media Contact
Melissa Banaszak Dan Carlson
ClickSoftware Corporate Ink
melissa.banaszak@clicksoftware.com dcarlson@corporateink.com
+1(781)272-5903 Ext: 2272 +1(617)969-9192
Source: ClickSoftware Technologies Ltd
.