Workforce Management Feature Article
June 23, 2011
Portugal Telecom Benefits from ClickSoftware Workforce Management
By Susan J. Campbell, TMCnet Contributing Editor
Automated workforce management and optimized solutions provider, ClickSoftware Technologies is celebrating a new customer success. Portugal Telecom (News - Alert), a global telecommunications operator serving nearly 90 million customers throughout the world, has rolled out ClickSoftware’s enterprise mobility and field service management solutions.
According to this release, this is one of the most ambitious field service management and mobility projects launched in Europe. And, as a result of the workforce management provider’s success, Portugal Telecom will be able to differentiate its services in the highly competitive deregulated telecoms sector in Portugal.
As the major telecom provider in the region, Portugal Telecom offers a comprehensive and convergent portfolio of telecoms, including pay-TV and IT services to all customer segments. Today, the telecom already commands a 31 percent market share in pay-TV, increasing its market share to nearly 1pp per month.
This growth relies on powerful workforce management solutions that enable field technicians to perform at exceptional levels when interacting with customers as they deliver technical services to homes and businesses. Keeping this demand in mind, Portugal Telecom has identified ClickSoftware’s (News - Alert) workforce management platform as the best method by which to manage field activities, while achieving its business strategy.
The IT services company within Portugal Telecom, PTSI, worked together with Accenture (News - Alert) and ClickSoftware Professional Services to roll out ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze over five months. The solution is now effectively managing and optimizing the activities of more than 4,000 field technicians who serve roughly 2.1 million customers annually.
"We are pleased to have completed the rollout," said Jason Inácio, Field Force Director at Portugal Telecom, in a statement. "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."
Using predetermined workflows, workforce management software features such as ClickMobile will walk technicians through best practice customer service and installation procedures. Plus, ClickSchedule will automatically plan which technician attends which appointment with optimal efficiency. ClickLocate provides an intuitive map of current location and ClickAnalyze provides historical business intelligence.
"We are of course delighted to count a pioneering organization 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."
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco