Anglian Water Selects ClickSoftware's ServiceOptimization Suite To Improve Scheduling For Field Engineers
ClickSoftware Solution to Assist Anglian Water in Maintaining OFWAT Compliance for Coming Period
Burlington, MA — ClickSoftware Technologies Ltd., the leading provider of workforce and service optimization solutions, today announced that Anglian Water, one of the leading providers of water and wastewater services in the United Kingdom, has selected ClickSoftware's erviceOptimization Suite to improve scheduling capabilities in Anglian Water's service organization.
Anglian Water, which serves 2.6 million properties in the United Kingdom, has a field service staff of 1,300 field service engineers. Historically, these engineers have been scheduled on a regional basis, but Anglian Water is now in the process of developing an operational management center where distribution and scheduling will now be centralized.
With the selection of ClickSoftware's ServiceOptimization Suite, Anglian Water is taking steps to ensure its compliance with efficiency and cost standards set forth by the Office of Water Services (OFWAT) for the five-year period beginning April 2005. By implementing the ServiceOptimization Suite, Anglian Water is looking to both drive down its operating costs and improve the level of service it gives to its customers.
According to Anglian Water, the full ClickSoftware ServiceOptimization Suite was just what Anglian Water needed.
"We needed to improve performance both in terms of service and efficiency," said David Cooke, Director of Water Services at Anglian Water. "Ultimately, the quality of the schedule lies in much more than just the scheduling application you are using when the service call comes in, so the introduction of ClickSoftware, along with SAP ALM and our mobile communication devices, will give us the improvements we seek. We needed a solution that could help us better forecast our demand over time and properly plan to have the right number of engineers on hand. And, of course, the scheduling system itself had to be world class. After an extensive evaluation of products on the market, it was obvious that the value of ClickSoftware's suite approach would drive enormous benefits both now and into the future."
An important benefit to Anglian Water is ClickSoftware products' versatility in handling demand, from short-cycle meter reading all the way through long-cycle, project-style maintenance work. The system is being integrated with Anglian Water's existing infrastructure, including SAP for Utilities and SAP's Mobile Asset Management solution.
"Balancing service costs and service quality can be a very tricky challenge," said Dr. Moshe BenBassat, founder and CEO of ClickSoftware. "It is hard to make improvements in one area without negatively affecting the other. Anglian Water has recognized that a good schedule includes many components, all of which our software has been designed to address. We are looking forward to helping them achieve their cost and service goals through service optimization."
About ClickSoftware
ClickSoftware is the leading provider of workforce and service optimization solutions that maximize workforce productivity and customer satisfaction while minimizing operations costs. ClickSoftware's ServiceOptimization Suite provides an integrated, intelligent solution for automatic, efficient, and effective decisions over the entire service decision-making chain. It includes reliable customer demand and workload forecasting, strategic and tactical capacity planning, daily service scheduling, troubleshooting and repair support, wireless workforce management, and business analytics—connecting all organizational levels and functions. The company is located in Burlington, Massachusetts, and in Israel, with offices in Europe and Asia Pacific.
For more information about ClickSoftware, visit www.clicksoftware.com.
About Anglian Water
Anglian Water is part of the AWG Plc group. It is geographically the largest water company within England and Wales and serves 2.6 million properties across East Anglia and the East Midlands. Anglian Water's primary focus is to provide high quality drinking water and wastewater services with a total commitment to sustainable development. Operating in the driest region of Britain with around 600mm of rain in a year, the company supplies over one billion liters of water every day through its network of 36,000 kilometers of water mains and treats wastewater at one of its 1,077 sewage treatment works. For more information about Anglian Water, please visit www.anglianwater.co.uk.
Source: ClickSoftware