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Germany's Carglass Selects ClickSoftware to Improve Customer Care

TMCnews Featured Article


November 06, 2013

Germany's Carglass Selects ClickSoftware to Improve Customer Care

By Anil Sharma, TMCnet Contributor


Carglass, a vehicle glass repair and replacement company in Germany, has selected ClickSoftware's (News - Alert) mobile service optimization suite to automate the scheduling of appointments and the resource management of technicians, enabling the company to quickly service customers on location, resulting in faster, more efficient customer care.


Thanks to implementing advanced scheduling and mobility technology from ClickSoftware, Carglass will be able to improve customer service and speed of on-location repairs and replacements.

"We are always focused on improving our customers' experience. By optimizing our scheduling system with ClickSoftware, we will be able to better assign our technicians to remote job requests quickly and efficiently, saving our customers' time, gas, money and frustration. Rather than our customers having to drive to one of our service centers, we are now able to send a mobile technician to their specific location," said Ronald Hoff, project manager operations at Carglass GmbH, in a statement.

Hoff said that the ClickSoftware solution streamlines this process and the benefits will be realized from the business side down to the customers' experience.

“Most importantly, we will be able to roll it out to technicians quickly to reap the benefits," he said.

Officials with ClickSoftware said that in the old model, schedulers used manual charts to assign mobile technicians their job assignments each day. ClickSoftware's established service chain optimization algorithms will now allow Carglass to streamline business processes across its mobile technicians.

"The improved customer service that Carglass will now be able to provide by automating and optimizing the scheduling system is significant and an important factor in keeping a competitive edge," said Dr. Moshe BenBassat (News - Alert), founder and CEO of ClickSoftware.

BenBassat said that, by matching individual mobile technician's skills and location, Carglass will be able to increase the speed and number of mobile requests.

“We look forward to continuing to build our relationship with Carglass and Belron," he said.

TMCnet in June reported that ClickSoftware Technologies Ltd, an automated mobile workforce management and optimization solutions provider, announced the release of ServiceOptimizatioin 8.1.9, providing a list of new tools and various enhancements that allow supervisors and dispatchers to manage a vast quantity of work and resources more easily and effectively.

One of these enhancements includes embedding more artificial intelligence (AI) and automation into its solutions, helping to control context-aware computing to make more intelligent business decisions.




Edited by Alisen Downey







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