ClickSoftware Technologies Ltd.(NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimisation solutions for the service industry, today announced that Namibia's national telecommunications operator Telecom Namibia, has selected ClickSoftware to help improve customer service, reduce operating costs, and increase the efficiency of field technicians working across the country.
The mobility and scheduling solution, which will be rolled out to all field technicians, will replace existing manual processes and enable Telecom Namibia to more efficiently maintain and expand their position as the largest digital communications network in the country, and a leading supplier of voice, SMS, data and video solutions to domestic and business customers.
Chie Wasserfall, Head of Field Services, Telecom Namibia, said: "ClickSoftware will allow us to execute in real-time, with greater agility and visibility of our field technician's workloads. We expect customer service levels will rise even higher, with the provision of realistic, accurate and narrow appointment slots." New services can be delivered in much shorter time frames and faults will be rectified within hours.
Through real-time workforce optimisation and automation Telecom Namibia will be able to automatically apply a consistent rule set to its scheduling as new jobs are created or schedules changed for unexpected reasons, such as travel delays or network emergencies. In some cases, new jobs will be automatically issued to technicians without even passing through a dispatcher. This automation will mean dispatcher resources can be re-assigned to focus on higher value tasks, rather than fighting with constantly changing scheduling demands.
For field technicians, the ClickSoftware Mobility Solution will allow them to be in constant communication with Telecom Namibia's dispatch center, receiving instant updates on their schedules and being able to provide immediate updates themselves. Technicians will be able to close work orders, re-book appointments and communicate directly with dispatchers in real-time. These new features will empower field technicians to more easily meet Telecom Namibia's industry leading customer SLAs.
The transition to the cloud by large companies has been accelerating since the beginning of 2013, still many large companies continue to buy on-premise solutions and Telecom Namibia is one example. ClickSoftware's ability to offer customers a choice between both options is a strong differentiator. Since the beginning of the year ClickSoftware signed a considerable number of new large companies for its in-cloud solutions thus building its future annual recurring revenues. To deploy the on-premises solution for Telecom Namibia, ClickSoftware will partner with Business Connexion Namibia and About Time Software.
Wasserfall continued, "Through ClickSoftware we will be able to more closely monitor our field resources, the problems they are facing and look for patterns where we can make improvements to processes, or change the way resources are distributed across the network. This intelligence of the system will play a key role for us improving our service and managing the costs of maintaining and upgrading the network."
Dr. Moshe BenBassat, Founder and CEO, ClickSoftware, said: "Our experience in the telecommunications industry has shown time and time again, that a connected and real-time service organisation delivers real value to customers, and we look forward to working with Telecom Namibia on this visionary project. The popularity of ClickSoftware's solutions is growing throughout sub-Saharan Africa due to our demonstrated understanding of the unique challenges of delivering excellent service in the field across huge geographical areas."