ClickSoftware
BATTLE CARD
Competitor Overview
Website: http://www.clicksoftware.com
Year Founded: 1996
HQ: Petah Tikva, Israel
Description: With over 20 years of experience and more than 900,000
person-hours in research and development, we are the biggest, most
versatile solution company delivering a complete end-to-end mobile
workforce solution that more than meets the vital needs of the field
service industry
Company Ownership: Acquired by Francisco Partners, taken off the
NASDAQ
Financial Information: In Q1 of 2015, Revenues= $26.7 million: 16% of
revenues from software licenses, 21% from Cloud Subscriptions, 31% of
revenues from Support, 32% of revenues from Consulting
Key Verticals
Capital Equipment, Oil and Gas, Communications
Gartner Overview
ClickSoftware's field service products include ClickSoftware Enterprise Mobile
Workforce Management (which includes planning and forecasting, shift
management, scheduling and dispatching, mobility, and performance management),
ClickExpress, ClickWorkforce and ShiftExpert on the Salesforce platform, and "smart"
apps for SMBs. ClickSoftware is the largest independent software vendor worldwide
that offers field service optimization. The company has done a 180-degree turn in its
cloud strategy and now states that it is 100% committed to migrating customers to
the cloud at their own pace; also, cloud deals now make up more than half of the
company's sales pipeline. Additionally, the company offers a mobile application
development platform to support configuration and customization of the mobile
applications. ClickSoftware's mobile architecture is based on HTML5 and can run as
hybrid apps with Apache Cordova, and for Windows 8.1. The mobile platform also
includes a development studio with a visual forms editor, and the vendor's mobile
client is certified to run on the IBM Worklight mobile platform. ClickSoftware offers a
curated app store for FSM-related mobile app downloads. However, customer
adoption and usage have been low, despite more than 120 apps offered.
ClickSoftware also provides scheduling optimization to SAP customers through its
partnership with SAP. The product is offered as SAP Workforce Scheduling and
Optimization, powered by ClickSoftware.
Cautions
Strengths
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A tight focus on field service (for example, forecasting, rostering, scheduling and
dispatching, and mobility), as well as its position as the largest and most stable
company of its kind, gives ClickSoftware credibility and appeal to prospects. It
continues to build out functionality to increase the percentage of scheduling that
can be handled automatically in order to reduce dispatcher intervention.
Examples include a mobile application to monitor technicians in the field as well
as improvements to scheduling algorithms (like predictive street-level routing.
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The company's sales execution improved year over year with the signing of 55
new enterprise customers, and the addition of more than 15,000 SMB customers
through the acquisition of Xora.
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ClickSoftware continues to invest in innovative mobile features, such as a
collaborative workflow engine, social collaboration, intelligent automated agents
and gamification. The company has sold and deployed an application for the
Samsung Gear 2 wearable device (the Today App), which integrates with
ShiftExpert on the AppExchange.
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With its acquisition of Xora, ClickSoftware now has products to address
enterprises, the midmarket and smaller companies. Additionally, ClickSoftware has
increased its support for third-party services through its Service Marketplace.
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ClickSoftware is not as appealing to enterprises that are not (but one
day could be) interested in advanced optimization; however, smaller
companies may find ClickExpress and the former Xora product to be
appealing. Utilities and telecommunications still make up
approximately 70% of customers, with the rest representing more
than 15 vertical industries, including heavy industry, office equipment
and home services.
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SaaS revenue accounts for less than 10% of recognized revenue (but
a larger percentage of opportunities in the pipeline). While
ClickExpress for SMBs and Xora is multitenant, the cloud delivery
model of the enterprise application is not yet fully multitenant — but
it is on the road map. Adoption of its Salesforce app remains low
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With the exception of ClickExpress, which provides an end-to-end
solution to midsize customers, ClickSoftware is not intended to be a
complete FSM solution (for example, contracts, invoicing, parts
management and CRM) for the enterprise market. ClickSoftware's
mobile apps can extend these areas.
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ClickSoftware Enterprise Mobile Workforce Management references
reported longer-than-average implementation times — an indication
of the complex nature of their service model and on-premises
deployments. Cloud deployments have been shorter.
FieldOne Advantages
ClickSoftware Advantages
End to End Solution
• ClickSoftware does not manage service agreements, contracts, or have invoicing and inventory capabilities, but
some mobile apps can extend these areas
• FieldOne provides a full, end to end solution including service agreements and inventory
Market Presence
• ClickSoftware is a market leader in the Gartner Magic Quadrant
Proven Routing Technology
• ClickSoftware’s technology is acknowledged as scalable and reliable.
Customer Base
• ClickSoftware has a large and diverse client base and with the acquisition of Xora, ClickSoftware gained more than
15,000 SMB customers
Strong Integration
• ClickSoftware has strong integration with SAP and IBM.
Ownership
• ClickSoftware was acquired by Francisco Partners, which can leave uncertainty for employees and products
Native Apps for all Major Mobile Platforms
• ClickSoftware uses HTML5 technology
• FieldOne provides Native Apps for IOS, Android, and Windows.
Built in CRM
• ClickSoftware does not include CRM out of the box, but can be integrated
• FieldOne is built on Microsoft Dynamics CRM
Built in Mobile Features
• Most of ClickSoftware’s mobile features are not built in. Most features are available in the ClickSoftware app store
• All of FieldOne’s mobile features are built into the app
Schedule Board
• FieldOne’s schedule board has more capabilities
• For Example, You can drag and drop from a map with FieldOne
Capabilities
FieldOne
Scheduling and
Dispatch
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Real Driving Directions, not point to point
Optimized Routes to meet time windows
Dispatch Technicians
Assignments based on skills
Balancing the Workload
Scheduled service times
Customizable scheduling board based on any criteria
List views, map views, hybrid views
Ability to allocate your people based on requirements and resources with Scheduling Assistant
• Based on real time, GPS data
Drag and Drop Technology when using the scheduling board
Schedule Alerts
• Can prevent specific scheduling events (like those triggering overtime), by issuing a warning,
or suggesting a way to avoid excess cost
• Can be configured by customers
Service Centers
• optimizes scheduling by balancing capacity, skills, working hours and client distance from
locations
Can schedule and manage multiple resources working together on a job
A User can now create “Schedule Alerts” that will be displayed on the Schedule Board and can be
created and related to any record including Contacts, Accounts, Work Orders, Cases
Schedule Board is has a whole new user interface with new features
Schedule Assistant now has real time mode, where the dispatcher can search for available resources
based on their current location using GPS technology
The dispatcher can put the Schedule Assistant into "overlap" mode which will consider the schedules
flagged as "flexible/anytime" as open and the dispatcher can choose to schedule over these existing
movable schedules.
The Schedule assistant can now be configured to allow enough time at the end of the day for the Field
Agent’s drive home
ClickSoftware
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ClickSchedule
Automatic scheduling of the right resource at the right time, based on skills and relative proficiency,
service level agreements, drive time, and availability
Ability to override automatic scheduling decisions
Let customers schedule service appointments over the web or through the call center
Integration with mobile devices for real-time monitoring of actual schedules with "jeopardy" and
"delay" alerts
Automatic, optimized rescheduling in response to unexpected urgent calls; cancellations; or
interruptions due to traffic delays, weather conditions
A powerful shift planning engine that finds the optimal balance between contradicting organizational
goals
Schedule duties, activities, and other tasks to be completed within the hours of the shift
-Strategic resource capacity planning tool that uses service industry algorithms to intelligently plan
the capacity for months and years in advance
Shift Scheduling Software
• ensures all roles and positions are staffed according to roles, posts and tasks at a desired
capacity level hours, days and weeks in advance
• takes into consideration the employees preferences and allows employees to enter and
request changes on their own schedules while adhering to union and regulatory rules
• Integration with contact center, HR and payroll systems
Shift Pattern Optimization
• makes it possible to recognize patterns in order to plan and schedule shifts in an automatic,
accurate, and efficient manner
• Using information gathered straight from actual field sources, shift patterns can be
restructured
Work Order Management
• allows dispatchers, call center agents and other users to create, maintain and manage the
important data contained in work orders
• work orders can be shared and viewed across teams of field workers
ClickPlan has decision support for…
• Adjusting workforce levels
• Optimizing skills mix
• Effecting permanent and temporary relocations
• Managing vacations and non-availability
• Managing subcontractor and overtime usage
• Managing backlog
ClickWorkforce
• For Salesforce.com users that is scalable to any size service business
• See a panoramic view of your entire service operation
• Give customers narrow, accurate service appointments in real time
• Chat with field employees and sales reps to make their work more efficient
• Schedule field employees instantly based on location, skill, cost and street level routing
• Offer online self-service appointment booking and notifications to your customers
The Capacity planning app helps plan the right capacity of resources and headcount to match
committed service levels
Capabilities
FieldOne
Automated Routing
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ClickSoftware
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Balances many different factors when routing(SLAs, route conditions, location, skills, expertise, and
customer preferences)
Uses a FieldOne developed routing engine that uses algorithms to compare potential outcomes
Support global networks in multiple languages
Manually override automatic scheduling decisions as needed
Street Level Routing (SLR)
View optimized schedules on virtually any mobile device with native apps for all major mobile
platforms
True Cloud on-demand resources including CPU, memory and disk and real-time failover protection
Optimize the schedules of both employees and partner resources in a single system
Resides in Microsoft Azure data centers meeting all major compliance requirements
The new routing engine admin screen gives the user the ability to set and change routing engine
configuration and rules.
The new Routing Engine can optimize your organization’s schedules continuously or you can choose
to have it optimize routes scheduled for tomorrow, next week, next month, etc.
You have the ability to have specific routing schedules depending on territory or time of day or year.
Service Agreements
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Manage terms and conditions
Apply different billing rates
Manage automated renewals
Track asset location, maintenance needs, and repair history using barcodes or serial numbers
Track warranties against assets
Recurring PM schedules
Special pricing
Agreement, recurring, billing
RMA, RTV, Equipment management
CRM
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Powered by Microsoft Dynamics CRM
Natively integrated with your field service solution to make a single, unified system
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Integration with Salesforce.com with ClickWorkforce
Social Collaboration
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Ability to connect using personal and team profiles, directories, org charts, status updates, sharing,
liking, commenting, following, groups, document collaboration
Communicate with Voice, Video, IM, Discussions, or Email including native integration with Skype
ClickSHOUT app
Displays a discussion board, where users can view and enter comments about any kind of parent
object
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Real-time updates to ensure inventory is accurate
Ability to manage inventory and update stock history for any location
Multi warehouse/ truck
Ability to integrate with an ERP System
Full journalizing
Allocation
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Inventory
Management
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Street-level route optimization
Accurate and reliable appointment windows and arrival times to customers by calculating travel using
the actual route
Optimized routes, every time, taking into account the posted speed limits, one-way streets, buildings,
and geographic obstacles
Real-time traffic information that is incorporated into your real-time optimization processes giving
even more accuracy by diverting resources onto clearer and quicker routes
Notification to the service resource of their intended route
Demand Forecasting
• Built with algorithms and developed by experts in the service industry
• Considers past experiences, seasonality and service cycles, can create credible forecasts for
the entire organization, individual business units and product lines
• Automatic demand forecasting using multiple optimization methods
• Historical data analysis to identify and adjust outliers
• Forecast any factor for combinations of territories, job types and product lines
• Manage ‘what-if’ scenarios
• Manipulate forecasts to
• Illustrate specific business events
• Support for all forecasting levels, from high-level overviews to
• minute details
• Graphic presentation of history and forecast
Capabilities
FieldOne
Mobile
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Native Apps available for iOS (iPhone, iPad, iPod Touch), Android (phones or tablets), Windows Phone,
Windows 8.0 and 8.1 RT, and browser versions for all of your legacy mobile platforms
Central management and development console
Features no code customization
Full Offline capabilities
View and update accounts, contacts, products, work orders, schedules, customer equipment, leads,
opportunities, and activities
Update Personal or Team Schedules
Photo capture for “before and after” job
or any other entity
Full mapping and direction capabilities
Attach files to work orders or other entities
Update status and other job related
Information
Update and complete service tasks
Record materials used (with pricing
automatically applied)
Multi-Currency Support
Multi-Region Support
App based mobile payments
Bar Coding
Employees and partners can set their own working time from within the mobile application or request
time off to be approved by a manager
Can scan or swipe credit cards
Can run SSRS reports
Integrate with SharePoint
HTML5 charts and multiple dashboards
Chat with real-time push notifications
Automatically refresh lists
ClickSoftware
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ClickMobileHTML5 based product
Available for Windows, Android, and iOS devices
Full offline capabilities
Completely integrated enterprise mobile apps with no coding or development required
• Offers multiple job-dispatching and updating methods for planned and emergency work:
smart push, drip feed, daily or weekly views and more, depending on your business
requirements
Mobile apps for shift workers
• View, specify, and swap shifts
• Request a day off
• Book annual leave
• Dispatch work to mobile devices
Mobile Appointment Booking
• Send Progress notifications to customers
• Send post service customer surveys
View work orders on mobile devices
Hundreds of mobile apps available
Create your own app using Mobility Studio
Mobile Apps
• Collection packs and solution packs
• View jobs, service histories and customer information,
• Send messages
• Find shortest route
• Capture signatures
• Record asset details and parts usage
• View manuals
• Collaborate with colleagues
Location Based Apps
• Enables service managers to "see" the current location of the entire mobile workforce in one
click and provide timely, same-day service
• On site/off site indicator
ClickWorkforce
• View jobs, customer information, service histories and manuals
• Fill in time sheets, request vacations and manage a checklist
• Send messages, collaborate with colleagues and join or follow information feeds on Chatter
• Capture signatures, scan barcodes, record asset details and parts usage, edit schematics and
more
• Manage any data related to work orders, including customers’ locations and assets
• Define and manage steps for work orders requiring multiple and/or related service activities
• Create data-object relationships, such as between customers and assets
• Conduct appointment booking using the same service policies as ClickSchedule
• Web-based user interface using the ClickSoftware Workspace
• Transmit work orders directly to field resources for them to interact using ClickMobile
• Optional integration with EAM and other external applications
Capabilities
FieldOne
Knowledge Base
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Business Intelligence
ClickSoftwar
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Mobile app to view manuals
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Provides ready access to product manuals, technical support documentation, maintenance histories,
repair notes, announcements
Single point of access for all information
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Interactive graphical scorecards and dashboards
Variety of tables, charts, and views to visualize data in a way that best suits your purposes.
Out of the box reports and business user-friendly tools for custom reporting
Sophisticated predictive analysis, segmentation, and recommendation algorithms
Access data from any third party source
Graphic representations of real-time business insights that can be modified and expanded upon.
Capabilities in data cleansing, deduplication, and profiling functionalities
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Analytics for workforce performance
Dashboards for Visualizing KPIs
Reports for Business Intelligence
• View real-time and historic data in the same dashboard to identify trends and areas of
opportunity
• Create reports on tasks, travel, overtime, utilization and service call throughput and progress
• Control data display through easy drag-and-drop modifications, eliminating IT intervention
• Present the data in the graphic format that work best for each user; including maps, gauges,
line charts, and scatter plots
• Share or push reports to any mobile user
ClickAnalyze Insight
• Detailed report view for each KPI
• Historical view for identification of trends
• Drill-down capabilities by territory, time, customer and field resource from the very high-level
view to the individual level
ClickAnalyze Reporting
• Out-of-the-box reports for ClickSchedule and ClickPlan
• Out-of-the-box integration to Microsoft Reporting Services 2005
• Ability to integrate with other reporting software, as well as other data warehouses
• Tools that enable users to easily share and communicate information
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Employee Tracking
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FieldOne Sky TraQ can allow field agents to share their current location real time with all stakeholders
and send alerts when in route to job site using Glympse technology.
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Location Based Apps
• Enables service managers to "see" the current location of the entire mobile workforce
• On-site/off-site indicator
The ClickLocate solution also provides:
• An engineer's travel direction
• Average speed
• Information based on whether or not the engineer is currently moving or stopped
• A time stamp to establish when the information was processed
Automated
Communications (IVR)
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Schedule an SMS or IVR (Interactive Voice Response) activity and set a send time
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ClickContact
• Sends SMS, email and voice messages
• Adapter to SMS/IVR provider
• Automatic real-time notifications sent to customers
Portals
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Partner Portals
• Partner access to relevant functionality
• Internal access to all partner activities
Customer Portals
• Customer self service
• Customer access to documentation
• Targeted messages based on customer’s interests and preferences based on past
transactions
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ClickContact
• Self-service appointment booking capabilities for your customers
• Automatic customer notifications
• Customer-instigated updates
• Customer satisfaction surveys
• Corporate website integration
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Technology
FieldOne
Platform
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Microsoft Dynamics xRM Framework
Native connection to Microsoft Outlook, Office, Office 365, Microsoft SharePoint, Windows Azure, Skype
Multi-currency capability
Available in more than 41 languages
Configuration
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Point and click customizations
Central mobile development tool
Mobile Technology
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Deployment Options
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ClickSoftwar
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Microsoft .NET framework
No code customizations
• Uses point click interface
Security Capabilities
• No middleware
Mobile Device Management Tools
• Divide mobile devices into groups and apply different security rules
Mobile Application Management Tools
• Lock the application remotely with just one click
• Wipe out data from the app remotely
• Business hour restrictions
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Powered by HTML5
Work with Accenture for mobile solutions
True Cloud Deployment
• Dedicated cloud on Microsoft Azure and multi-tenant cloud through Microsoft Dynamics CRM Online
On-Premise Deployment
Hybrid Deployment
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On-premise
Enterprise Cloud Offering
• Provides all ClickSoftware products and is deployable as a hosted
solution, in a private, public, or hybrid
• On the Amazon Web Service (AWS) cloud as individual services cloud
environment.
ClickExpress Cloud Offering
• Small to midsize service organizations
• Offering a full SaaS solution that provides world class mobile solutions for
field mobility, automated scheduling, and performance reporting
ClickWorkforce
• Unified solution centered around the customer for sales, service, and the
call center, integrated & hosted by Salesforce.com
On-Premise Deployment
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Infrastructure
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Microsoft xRM platform has been benchmarked at 150,000 concurrent users
Multi-tenant offers a 99.9% uptime SLA
Microsoft guarantees external connectivity at least 99.95% of the time.
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Amazon Web services has hundreds of thousands of customers in more than 190
countries
Integration
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Integrated platforms include:
• SAP R/3
• mySAP
• SalesForce.com
• Oracle ERP (Siebel)
• Oracle CRM
• Dynamics AX
• Dynamics NAV
• Dynamics GP
• Dynamics SL
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Integration available with NetSuite with the ClickSoftware Suite App
Integration with IBM Maximo
• IBM’s leading Enterprise Asset Management platform
• Integrates strategic and tactical tools for complete management, control,
and visibility of your mobile workforce
Ability to integrate with SAP with SAP Workforce Scheduling and Optimization by
click software
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