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Black Hills Invests in ClickSoftware's Enterprise Mobility and Workforce Solutions
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Black Hills Invests in ClickSoftware's Enterprise Mobility and Workforce Solutions

 
July 19, 2013

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By Madhubanti Rudra, TMCnet Contributor
 

In an effort to optimize employee productivity and improve customer services, the energy company Black Hills Corp recently implemented ClickSoftware (News - Alert) Technologies’ mobile workforce management system.


Black Hills Corp. is a utility company providing electric and natural gas service to more than 750,000 customers in Colorado, Iowa, Kansas, Montana, Nebraska, South Dakota and Wyoming. Engaged in a customer-facing business, it was natural for the company to understand the immense importance of the quality of customer service for business growth. From influencing various facets of business to helping retain customers and win new contracts, the customer service plays an all important role in a business’ success and failure. The ClickSoftware's mobility and workforce optimization solutions will be helping Black Hills meet this all important goal that is, boosting customer service.

At the same time, ClickSoftware technology will help Black Hills to increase productivity and cut operational costs.

In a statement, Black Hills explained the ways the ClickSoftware solution is going to help Black Hill achieve all these goals. First, the mobile and workforce optimization solution will allow the company to share and optimize resources and information across multiple business units in real-time. The real time information sharing will offer Black Hills increased scheduling flexibility based on skills and proximity. The solution will also enable the company to provide its customers with estimated arrival time updates of its workers. This improved communication is likely to enhance customer satisfaction.

“We pride ourselves on being able to provide unparalleled support and service, and ClickSoftware's optimized scheduling will help ensure the right person is sent to the right job in the most efficient way, for both short- and long-cycle work,” VP of customer service at Black Hills Randy Winkelman explained in a statement.

 “Customer service is a driving force in the utility industry, and Black Hills is rolling out an industry-leading initiative for positive change. Leveraging ClickSoftware's end to end capabilities will allow Black Hills to put the most up-to-date information in the hands of their mobile workforce,” Co-CEO at ClickSoftware Hannan Carmeli added.

Recently, ClickSoftware launched ServiceOptimization 8.1.9 to increase workforce efficiency. The new tools and features that the update provides includes the ability to obtain all your knowledge and resources from any mobile device, proactive business monitoring in order to automate workflows and alerts, and also automatize crew scheduling to provide total coverage to the customers and decrease error.




Edited by Rachel Ramsey

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