(November 5, 2003) - ClickSoftware, a provider of end-to-end service optimization solutions, has developed an integrated solution for wireless field force automation with IBM. Enterprise organizations can use the IBM WebSphere Everyplace Access mobile solution to transfer data from field service employees to ClickSoftware's ServiceOptimization Suite.

The integrated solution enables service engineers to send and receive updated information on customer requests, the status of tasks or unexpected delays, for constant re-optimization of workload, schedules and logistics in the field. The Proof of Concept currently resides at IBM's La Gaude Technology Park, IBM's largest customer demonstration center in Europe, located in the south of France. Development of the integrated solution was initiated as a result of demand from utilities, telecommunications, healthcare, white goods, and high-tech companies.

"Service operations are increasingly seen as a competitive differentiator, and a potential profit center, so making best use of available resources is key," said Frank Boudinet, IBM Wireless Solution Architect. "Now we can offer a mobile service optimization solution on any scale for telecommunications, utilities, white goods manufacturers, or any customer-focused business with field service staff. The solution is easily implemented and provides a fast ROI for customers."

With the new integrated solution, service engineers in the field receive an SMS message from ClickSchedule alerting them to a new task. The engineers can download work details to a PDA or laptop, and, as they complete jobs throughout the day, can update the central system remotely with work done, parts used, and customer billing details. ClickSoftware's ServiceOptimization Suite manages any changes to the schedule or skills and parts required, and automatically re-optimizes available resources for customers.