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ClickSoftware seeks to improve service chain with mySAP CRM integration

Anything a company can do to improve the delivery and installation of services goes a long way toward making its customers happy. With an eye toward improving service chains, Campbell, Calif.-based ClickSoftware is integrating its service chain software ClickSchedule and ClickAnalyze with mySAP CRM.

The goal of the integration is to make it clear when a customer is available for service, where the customer is located and which service technicians can do the job.

ClickSchedule and mySAP CRM will communicate via XML, according to Christine Westin, a spokeswoman for ClickSoftware. Other details are still being hammered out regarding the integration.

To implement ClickSchedule, companies will need to set up the software to meet their rules and objectives, then map the implementation of SAP fields for ClickSoftware, Westin said. Companies must also define what fields need to be transformed to ClickSchedule.

ClickSchedule allows companies to increase the amount of service calls per week, reduce the billing cycle and minimize overtime costs and mileage for field service representatives, the company said. It also strives to reduce penalties from missed service level agreements.

ClickAnalyze allows senior service executives to measure business performance, including service levels, resource utilization, employee load and operational cost.

Identifying ROI will be built-in to the implementation process, according to Westin.

Pricing information was not available at press time. ClickSchedule and ClickAnalyze will be available in late 2001.


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