Oi Boosts Customer Satisfaction to 70 Million Across Brazil with ClickSoftware

Oi Boosts Customer Satisfaction to 70 Million Across Brazil with ClickSoftware

Latin America Telecommunications Company Deploys Nationwide Scheduling and
Mobility Solutions

PR Newswire

BURLINGTON, Massachusetts, January 28, 2014

BURLINGTON, Massachusetts, January 28, 2014 /PRNewswire/ --

Oi, a telecommunication services company in Latin America, implemented the
first phase of the company's workforce and customer management project,
deploying ClickSoftware's (NasdaqGS: CKSW) scheduling and mobility solutions.
With the first milestone met, the pilot project in Belo Horizonte, Oi is
already starting to realize benefits, including:

  oImproved customer satisfaction from greater appointment flexibility and
    shorter appointment windows
  oIncreased productivity of the field workforce
  oReduction of operational costs
  oIncrease in first-time fix rates, cutting down on additional workload and
    mileage for field technicians

The rollout will continue across Brazil throughout mid-2014, and covers tens
of thousands of technicians who service more than 70 million customers
nationwide. ClickSoftware's solutions help ensure that customer satisfaction
is actually increased even as Oi reduces operational costs by putting the
right resources at the right place, with the right equipment at the right
time. This approach, coupled with easy-to-use customer appointment booking
and shorter wait times, puts customers first while increasing field technician
productivity.

"ClickSoftware makes life easier for the customer who is able to schedule, via
phone or web, the most convenient appointment time, and even make same-day
appointments. This, combined with an optimized schedule, also creates the
ability for Oi to provide a very specific appointment time, as opposed to long
wait periods," said Zeinal Bava, President of Oi. "The flexibility and access
afforded to employees through the mobile solution further enhances the role of
our technicians, enabling them to access back office systems to quickly answer
questions or offer additional services."

"ClickSoftware has helped transform global telecommunications firms by
providing a solution that optimally balances the need to cut costs while still
delivering top quality service," said Dr. Moshe Ben Bassat, Founder and CEO of
ClickSoftware. "Through aggressive development in areas such as mobile
business apps specific to the industry, advanced scheduling, and artificial
intelligence, we are able to offer industry giants exactly what they need to
address customer and operational demands."

About ClickSoftware

ClickSoftware (NasdaqGS: CKSW) is the leading provider of automated mobile
workforce management and service optimization solutions for the enterprise,
both for mobile and in-house resources. As pioneers of the "Service chain
optimization" concept, our solutions provide organizations with end-to-end
visibility and control of the entire service management chain by optimizing
forecasting, planning, shift and task scheduling, mobility and real-time
management of resource and customer communication.

Available via the cloud or on-premise, our products incorporate best business
practices and advanced decision-making algorithms to manage service operations
more efficiently, in a scalable, integrated manner. Our solutions have become
the backbone for many leading organizations worldwide by addressing the
fundamental question of job fulfillment: Who does What, for Whom, With what,
Where and When.

ClickSoftware is the premier choice for delivering superb business performance
to service sector organizations of all sizes. The company is headquartered in
the United States and Israel, with offices across Europe, Latin America and
Asia Pacific. For more information, please visit http://www.clicksoftware.com.
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SafeHarborStatement

This press release contains express or implied forward-looking statements
within the Private Securities Litigation Reform Act of 1995 and other U.S
Federal securities laws. These forward-looking statements include, but are not
limited to, those statements regarding expected benefits to Oi and its
customers from using ClickSoftware's scheduling and mobility solutions. Such
"forward-looking statements" involve known and unknown risks, uncertainties
and other factors that may cause actual results or performance to differ
materially from those projected, including those discussed in the "Risk
Factors" section and elsewhere in ClickSoftware's annual report on Form 20-F
for the year ended December 31, 2012 and in subsequent filings with the
Securities and Exchange Commission. Except as otherwise required by law,
ClickSoftware is under no obligation to (and expressly disclaims any such
obligation to) update or alter its forward-looking statements whether as a
result of new information, future events or otherwise.

Media Contacts:
Kristin Amico
ClickSoftware
+1-781-272-5903 ext. 2364
kristin.amico@clicksoftware.com

SOURCE ClickSoftware Technologies Ltd
 
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