ClickSoftware's ServiceOptimization Suite provides an integrated, intelligent workforce management software solution for automatic, efficient and effective decisions over the entire service decision making chain.

Mobilizing all processes

Such decision-making requires an extraordinary level of connection between service organization management, field service engineers, logistics, external contractors, and customers. It also requires flexibility and versatility in providing each of these players with the applications they need, on whatever device they want to use - from the smallest mobile phone to the largest desktop display. This is where ClickSoftware's Mobility Studio [video link] comes in: a powerful platform for rapid development of mobile business applications.

Via support of popular mobile platforms as well the newest web standards (including HTML5), ClickMobile Studio delivers applications for any modern mobile device, including Laptops, Tablets, Smartphones and WAP phones.

It accelerates development and delivery through its visual tools and its large repository of Apps that may be configured and plugged into the solution, including Asset Management, Data Collection, Mobile GIS/Maps, Parts Execution, Resource Management, Schedule View, Time & Attendance, and Work Order Completion.

ClickSoftware's Mobility Studio enables visual drag-and-drop development of mobile business applications via developer tools including:

• Starter Kits: Baseline production-ready mobile applications upon which additional functionality can be added via plugged-in apps.
  
• Modules Builder: Configure main business modules holding data lists, tables, trees or any other visual representation layer (map) presenting data like assets, shifts, products, customers.
  
• Forms Editor: Enables building of form-based work flows, advanced validations, dependencies between fields, and variations between dynamic forms and work flows based upon job types and characteristics
  
• Software Development Kit (SDK): Aimed purely at developers, it is a toolkit of API services, events, code snippets, and samples

Mobility Studio optionally comes pre-integrated with the complete Sybase Mobility Platform (SMP): iAnywhere, Afaria and SMP - enabling workers in the field to work as they cross from one mobile network to another, even if they are not connected to any network, ensuring security for the data on the device and in transit to and from the device.

Bringing all processes together

Service Chain Optimization is all about putting the right people in the right places at the right times to deliver great service to your customers while keeping costs down. To get there, ClickSoftware provides a patented combination of links in the chain:

Planning

• Demand Forecasting Software. How busy will my service business be next month, quarter, or years ahead? What marketing or business initiatives are likely to produce more (or less) demand?
  
• Workforce Planning. If I have a forecast workload for the future, then how many people do I need, with what skills, and where? Do I need more people, less people, or to consider using subcontractors to meet this demand?
  
• Shift Scheduling. I now know how many people I need, but what shift patterns and working hours should I use to provide coverage to my customers?

Executing

• Work Order Management. Start the service delivery process by efficiently managing work orders, parts, customers, entitlement, locations, and unlimited other definable business objects and parameters.
  
• Optimized Service Scheduling. Who, does What, With what, When, Where, and for Whom?
  
• Customer Interaction Management. Let your customers define and control their own service experience including web self-service appointment booking, appointment reminders and notifications of the expected arrival time of the engineer.
  
• Mobile Workforce Management. Communicating the schedule and job details to the resources, receiving updates, notifying of customer cancellations, and managing all in-day changes.
  
• Location Based Services. Knowing the exact location of the resources using Global Positioning systems in case resources need to divert to an emergency job.

Reviewing
Business Intelligence. How did we do? Did we meet the goals of our service policy? Where can we improve? Who are our best and worst performers and why?