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ClickSoftware Technologies Ltd. have recently announced Service Networks for Contractors, a new mobile field service management solution that synchronises the scheduling, dispatch, and work completion between businesses and their contractors.

Enterprises can now optimally manage their network of contractors to adhere to service level agreements and have better visibility and control of the service delivery process. Simultaneously contractors maintain their autonomy in running their own businesses. Customers, of course, benefit from harmonious service delivery with minimal discontinuities or surprises.

Using the solution, contractors are better equipped to efficiently plan and execute the delivery of service, enabling them to book and complete more jobs overall. The streamlined operations will enable contractors to collect payment faster, thanks to the ability to provide proof of service in real-time, at the time of job completion. The new solution ultimately shortens invoicing and payment cycles to increase reimbursement rates and help drive revenues.

Consumers reap immediate benefits, including access to timely and accurate information, including contractor location, estimated arrival time and job status. By creating a fully transparent process, regardless of whether the service is performed by internal employees or third party technicians, the friction is removed, and the consumer experience improves.

 

"The field service industry continues to evolve to incorporate more automated scheduling tools, and is quickly advancing to real-time workflow mobile technologies that provide businesses with new capabilities and information to effectively help manage third-party contractors," said Aly Pinder Jr., Senior Research Analyst Aberdeen Group. "These technologies have the potential to enable both enterprise service providers and contractors to more quickly and accurately perform their jobs, while providing consistent customer experience."

"In today's service industry it is very common to see service providers of all sizes operating in a wide variety of outsourcing and contracting models. The Service Networks for Contractors is a milestone in the path to a comprehensive Service network vision where communities of contractors will interact in harmony with each other to deliver outstanding service together with business efficiencies," said Dr. Moshe BenBassat, Founder and CEO of ClickSoftware. "This new network leverages the 2014 acquisition of Xora, seamlessly extending enterprise-grade solutions to workforces of all sizes."

 

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Based on its recent analysis of the mobile workforce management market, Frost & Sullivan have recognised Xora, a ClickSoftware Company with the 2014 North American Frost & Sullivan Award for Customer Value Leadership.

The award highlights Xora's superior focus on enhancing the value customers receive, beyond good service, leading to improved customer retention and, ultimately, market share expansion.

Four key factors contributed to Xora’s leadership in providing customer value:

• a best-in-class customer support program during and after solution deployment
• an affordable, cloud-based delivery model
• the forging of strong partnerships with wireless carriers
• an expanded definition of the solution’s use and value in today’s marketplace

Xora StreetSmart, a suite of configurable mobile apps that turn any mobile phone or tablet into a powerful productivity tool, is designed to appeal to a wide range of businesses and public-sector agencies.

The application is highly configurable through an intuitive, easy-to-use interface and is continually evolving with new feature releases. Cloud-based SaaS deployment minimizes IT requirements. The solution also allows customers to easily scale their implementation, leveraging new features as their needs evolve. This ultimately creates high-value delivery for each Xora customer and rapid ROI.

As a part of its promise to provide best-in-class service, Xora delivers live training to educate users on solution capabilities, ranging from help creating wireless forms to configuring mobile jobs and defining mobile business workflows to better realise the customer’s end goals. Xora also invests time and energy to understand business needs of its customers, which results in clear ROI expectations for the customer and greater use of Xora’s capabilities, ultimately leading to better service for end consumers.

With the merging of ClickSoftware and Xora, customers will receive increased benefits from the ability to expand their functionality as their business and mobile workforce needs grow. The merging of the two organisations will enable Xora to leverage ClickSoftware’s global sales operations, while providing ClickSoftware additional distribution channels through leading wireless carriers.

Xora is both a visionary and evangelist when it comes to the business potential of mobile workforce management solutions. The company has spent the past two years working to expand the industry’s view of the value and capabilities that MWM solutions can deliver—well beyond just understanding employee locations to transforming mobile business processes in the field.

“By merging Xora and ClickSoftware, we expanded our product offerings to service companies of all sizes, from 5 to 50,000 mobile workers. We are proud to deliver services that enable them to provide an exceptional customer experience, while also providing the tools to achieve outstanding operational performance and grow their businesses,” said Dr. Moshe Ben Bassat, founder and CEO of ClickSoftware.

“The combination of Xora and ClickSoftware will enable companies to pick the deployment model that suits their needs—whether it’s an out-of-the-box cloud deployment for an SMB or enterprise solution to meet more complex business needs.” he continued.

“Xora knows the SMB sector—its needs, its fears, its pain points,” said Jeanine Sterling, principal analyst, Frost & Sullivan. “As a result, it understands how to create real value for small and mid-sized businesses, focusing not just on affordability, but also on two other make-or-break factors with these customers—ease of implementation and ease of use. We’re very pleased to recognise Xora, a ClickSoftware Company, with this Customer Value Leadership Award.”

Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.