Guest Column | August 11, 2009

The Real-Time Service Enterprise

By Dr. Moshe BenBassat, ClickSoftware

A mission-critical wireless infrastructure for communicating with field agents is a must to delivering customer satisfaction. But that’s not the only consideration. A field service organization needs to be flexible and nimble…in other words “a real-time service enterprise.”

Given the current economic climate, companies are doing everything they can to keep customers happy. Many service-focused organizations realize that better managing their workforces can help address customer demands, while at the same time reducing service costs. Mobile technology has evolved to the point where organizations can automate many of the scheduling, routing and reporting tasks that previously required a lot of paper and forced dispatchers and managers to make decisions based on inaccurate “estimates” about availability and location of the mobile workforce.