• ClickRoster
    ClickRoster is uniquely positioned to create optimal shift patterns and schedules throughout the entire organisation to maximise employee efficiency and overall operational readiness.
  • ClickLocate
    ClickLocate is a ClickSoftware application that optimises scheduling by capturing the location of field service engineers and/or service vehicles and integrating it with ClickSchedule.
  • ClickAnalyze
    ClickSoftware's ClickAnalyze Suite was designed specifically for service businesses, and reflects our deep understanding of your unique challenges.
  • ClickPlan
    ClickPlan is a ClickSoftware application that enables service organisations to make both long-term and short-term capacity planning decisions based on input from service demand forecasts.
  • ClickMobile
    ClickMobile enables service organisations to better manage and optimise utilisation of their resources in the field. ClickMobile gives your field resources the critical info they need at their fingertips.
  • ClickInsight
    ClickAnalyze Insight is designed to help service managers keep their organisations on course. The application gathers and presents operational performance and key performance indicator (KPI) data.
  • ClickForecast
    ClickForecast is a ClickSoftware application that enables service organisations to better predict future service demand in both the short and long terms.
  • ClickSchedule
    ClickSchedule is a ClickSoftware application designed to enable service organisations to improve efficiencies in the scheduling portion of the service chain.
  • ClickDashboard
    ClickSoftware's ClickAnalyze Suite was designed specifically for service businesses, and reflects our deep understanding of your unique challenges across all levels of the organisation.
Your are here: Home News Press Releases Speedy Service Key to Tracker's Focus on Customer Service in South Africa

Speedy Service Key to Tracker's Focus on Customer Service in South Africa

South Africa's Leading Vehicle Tracking Company Turns to ClickSoftware for Real-time Schedule Optimisation and Mobile Access for Installation Technicians; Will Increase Jobs Completed Per Day.

ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimisation 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:

  • Optimising 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 organisation executives to define the balance between customer satisfaction, productivity goals, field resource satisfaction, and revenue considerations.  It continually optimises 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 organisation.

"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."