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ClickSoftware Strengthens Customer Interaction Management Solution by Signing Partnership Agreement With BackFlip Software

Posted on: Wednesday, 15 July 2009, 07:30 CDT

BURLINGTON, Massachussetts and LOS GATOS, California, July 15 /PRNewswire-FirstCall/ -- ClickSoftware (NasdaqGS: CKSW), the leading provider of mobile workforce management and service optimization solutions, and BackFlip Software, a driving force of business process communications, announced today that they have signed a partnership agreement whereby ClickSoftware will integrate BackFlip Process Communications On Demand(TM) for ISV's with ClickSoftware's customer-interaction management solution, called ClickContact. ClickContact enables automatic, on-going communication with the customer throughout the service lifecycle, including real-time communication on the day of service, thereby reducing the uncertainty of the technician's expected arrival time.

Integrated with ClickContact, BackFlip's solution for ISV's is designed to help service organizations improve customer service by enabling timelier and more convenient communication with their customers, service agents and technicians. ClickSoftware partnered with BackFlip Software to provide service organizations the ability to offer an improved level of service and a superior customer experience by offering bi-directional, personalized multi-channel customer interaction. With both companies' solutions based on Service Oriented Architecture, integration was developed using industry standards and open API's.

By providing multi-channel communications, service organizations demonstrate respect for their customers' time and increase customer loyalty and satisfaction. Real-time appointment confirmations provided by ClickContact allow service organizations to offer their customers minimal appointment windows so that they are no longer "chained" to the service location waiting for the service technician to arrive. While dramatically improving the customer experience, ClickContact also helps service businesses reduce customer "no-shows" which require a costly second technician visit to complete the work order.

The new ClickContact solution also enables service organizations to offer their customers the ability to book and manage their own service appointments via a self-service module. Users can also select their preferred means of communication through which they would like to receive notification messages and interact with the service organization. As a result, service providers and their customers now have complete visibility into the process and a seamless and easy way to interact and communicate with their end-customers. Thus, the combined ClickContact and BackFlip solution offers the customer more control of the service experience and offers the service provider significant efficiency gains by reducing the volume of calls into the call center.

"BackFlip capabilities enable us to offer our customers a more comprehensive service management solution including end-customer bi-directional communications and control of the service experience," said Hannan Carmeli, President and Chief Operating Officer at ClickSoftware. "By facilitating better communication between the customer and the service organization before the time of service, customers are better informed about the upcoming visit and more satisfied. Costly customer no-shows are also greatly reduced."

BackFlip is the first communication service to provide a secured multi-channel environment for user-to-system and system-to-user communications through voice, instant messaging, text messaging, mobile browsing, enterprise and consumer portals, RSS feeds, IP Phones, desktop widgets and email technologies. BackFlip Process Communications On Demand(TM) is a SaaS solution that comes with instant worldwide coverage for voice and text messaging networks. The new service for ISV's is modular and customizable to suit all levels of adoption and needs.

"We are proud to add ClickSoftware, a leader in field service management applications, as a partner. Process Communications On Demand(TM) for ISV's is intended for software vendors that want to augment their product offering with CEBP (communications-enabled business process) capabilities," said Gil Perez, Chief Executive Officer at BackFlip Software. "The combination of our robust multi-channel on demand environment for personalized customer interaction and ClickSoftware's scheduling capabilities provides a unique solution for service providers. By leveraging BackFlip's proven solution that facilitates real-time, interactive, multi-channel communications, ClickSoftware expands its offering, improves customer satisfaction and reduces service organizations' costs."

About ClickSoftware

ClickSoftware is the leading provider of mobile workforce management and service optimization solutions that create business value for service operations through higher levels of productivity, customer satisfaction and cost effectiveness. Combining educational, implementation and support services with best practices and its industry-leading solutions, ClickSoftware drives service decision making across all levels of the organization. From proactive customer demand forecasting and capacity planning to real-time decision making, incorporating scheduling, mobility and location-based services, ClickSoftware helps service organizations get the most out of their resources. With over 130 customers across a variety of industries and geographies, and strong partnerships with leading platform and system integration partners ClickSoftware is uniquely positioned to deliver superb business performance to any organization. The company is headquartered in Burlington, Mass. and Israel, with offices in Europe, and Asia Pacific. For more information about ClickSoftware, please call (781) 272-5903 or (888) 438-3308, or visit www.clicksoftware.com.

About BackFlip Software

BackFlip Software is a driving force of business process communications. BackFlip's Process Communications On Demand(TM) service empowers organizations with the ability to receive, access and communicate information at any time through any communication channel and device. Business applications can invoke the BackFlip service easily and securely whether they are hosted or lie behind the corporate firewall. Interactive alerts, business information and real-time notifications can be sent out from any system to any user by a variety of communication channels including automatic voice calls, instant messages, text messages and mobile browsing. As a result, business processes are accelerated, users no longer have to wait for information, and decisions can be made and implemented quickly and effectively. BackFlip is a privately held company and has offices in Kfar Saba, Israel and Los Gatos, California, USA. Visit http://www.backflipsoftware.com for more information..

This press release contains express or implied forward-looking statements within the meaning of 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 regarding growth in ClickSoftware's revenues and sales and partner networks. Such "forward-looking statements" involve known and unknown risks, uncertainties and other factors, which may cause actual results or performance to be materially different from those projected. ClickSoftware's achievement of these results may be affected by many factors, including among others, the following risks: that ClickSoftware may fail to expand its activities in the market; and other risks associated with ClickSoftware's business. For additional information regarding risks relating to ClickSoftware's business, see ClickSoftware's filings with the Securities and Exchange Commission including ClickSoftware's annual report on Form 20-F for the year ended December 31, 2008, and 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.

SOURCE ClickSoftware Technologies Ltd

Source: PR Newswire

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