ClickMobile Enables Best Practice Customer Service

ClickSoftware Technologies has 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 organisation to differentiate its services in the highly competitive de-regulated telecoms sector in Portugal.


Portugal Telecom 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 ClickSoftwares workforce management platform as the best means to manage field activities and achieve its business strategy.

Portugal Telecoms 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 optimising 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 Inácio, 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 Telecoms 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 theres 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 analyse 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 organisation 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.

About ClickSoftware

ClickSoftware is the leading provider of automated workforce management and optimisation solutions for every size of service business. Their 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. Info: www.clicksoftware.com.  
 

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