Call Center Services Featured Article
Insurance Company Picks ClickSoftware's Service Optimization Suite
September 16, 2008
) Technologies, a provider of mobile workforce management and service optimization solutions has announced that a Fortune 500 property and casualty insurance company is deploying ClickSoftware's ServiceOptimization Suite.
ClickSoftware's ServiceOptimization Suite is designed to help companies face head-on the challenges of inefficiency in the service organization.
Click Software's theory is that reliable forecasting of service demand can improve resource capacity planning and enable organizations to provide improved customer service levels and effective budget and resource utilization which in turn, minimizes travel time, improves response during emergency situations, maximizes productivity and ultimately, increases customer satisfaction.
The insurance company is deploying ClickSoftware's ServiceOptimization Suite which includes ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze.
Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
“As a company, we are always looking for new ways in which to bring the benefits of service optimization to a wider audience. The insurance industry is still a relatively new market for ClickSoftware, and this win is evidence to the need for scheduling and optimization solutions in this important industry, and to our ability to serve as the provider of such solution," said Hannan Carmeli, Chief Operating Officer at ClickSoftware.
Service Optimization Suite features automatic demand forecasting for any combination of territories and job types with Historical analysis to identify and record unusual "peaks and valleys" for later use. It also has the ability to manipulate forecasts to take into account specific business events and even manage what-if scenarios. Click mobile solutions will help optimize the scheduling for several hundred mobile claims representatives ensuring more inspections take place every day and improved compliance with service level agreements. They will also provide greater control and visibility over hundreds of independent contractors who work in partnership with the insurance company.
The solution is recognized for its graphical tools including street level maps of technician routes, drag and drop, and real-time policy compliance feedback which streamline to communicate over low-bandwidth Internet connections. This brings a powerful combination of features and performance to service dispatchers over the Web, WAN and intranet environments for regionally and globally distributed operations.
ClickAnalyze reporting provides visibility of operational data that exists in the system to help decision makers gain insights about the performance of the operation and to proactively manage them. The data extracted from the Suite is presented in an easy-to-understand format that enables managers, dispatchers and other support personnel to immediately identify opportunities and address problems before they become crises.
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Edited by Stefania Viscusi