In order to add visibility and efficiency to the thousands of field service technicians in Colombia, Sura, the number one insurance company in the country, announced today that it has selected ClickSoftware’s (NasdaqGS: CKSW) cloud-based mobile workforce management solution for its Roadside Assistance business.
ClickSoftware’s solutions will facilitate real-time automated scheduling for different levels of emergency service work. As a result, Sura will ensure that every moment of the service experience is optimized, boosting positive customer experiences, ensuring compliance with service-level agreements (SLAs) and reducing costs. To maximize these benefits, the insurer will roll out the solution to its own technicians as well as third-party contractors’ technicians, thus creating a seamless and professional customer interaction.
“In our line of work, every second counts,” said the Assistance Operational team at Sura. “ClickSoftware’s robust and flexible solution will help us to efficiently assign and dispatch field resources in a timely matter, further it will arm us with an always-on connection to the field force, increasing real-time visibility of our operations. This collaboration will allow us to make real-time decisions as business needs shift, and demonstrate our reliability and proficiency to our customers through first-rate customer service.”
Sura’s current manual process for managing the complex scheduling of its field services often left room for avoidable errors and a spike in the time that was spent scheduling and confirming a job, resulting in longer wait times for customers, and higher costs for the business.
By implementing ClickSoftware’s cloud-based mobile workforce management solution, Sura will be able to centralize and automate its field service scheduling operations to systematically deliver the closest and most qualified field technician resource to the customer’s site in the shortest time possible.
Mobile devices equipped with ClickSoftware’s intuitive mobile solution help service technicians from start to finish through the workday. The solution will prompt field technicians to reroute schedules or travel when necessary, and provide recommendations on how to resolve issues at work sites. As a result, customer service quality will improve, all the while maintaining high productivity levels for the entire field force. In addition Sura will gain clear visibility and control over the scheduling, and execution of field resources and tasks.
“Intelligent automation is everywhere in our products and enables Sura to shine during every moment of the service delivery process,” said Dr. Moshe BenBassat, founder and CEO of ClickSoftware. “By matching each field technician’s skill level, location and existing commitments with each open job’s requirements, they will strike a crucial balance between maintaining excellent customer service and boosting operational efficiencies to support impeccable service level agreement compliance. Together with field mobility, visibility is achieved which enables proactive real time decision making.”
The post ClickSoftware Selected By Grupo Sura, Leading Insurer In South America appeared first on Customer Experience Report.