Careers at ClickSoftware

Mission

ClickSoftware’s mission is to enable its customers to deliver service that delights their customers, and to use service as a driver of customer engagement and revenue growth.

Founding story

Moshe BenBassat was a professor at the Tel Aviv University, University of Southern California, and UCLA. He also had a technology consulting practice. In 1979 he founded IET–Intelligent Electronics, a provider of workforce management and service optimization solutions, in Israel. Its name was later changed to ClickService Software, and then ClickSoftware.

In 2000 ClickSoftware completed an initial public offering and began trading on the NASDAQ. In 2003 it got a big break when its core solution was utilized by Deutsche Telekom's T-Com division. In 2015 it agreed to be acquired by funds managed by Francisco Partners Management, a tech-focused private equity firm. It is now a privately-held firm with offices in North America, EMEA, and APAC.

Benefits at ClickSoftware

Business model of ClickSoftware

Customer Segments

ClickSoftware has a mass market business model, with no significant differentiation between customer segments. The company targets its offerings at firms of all industries and sizes.

Value Proposition

ClickSoftware offers three primary value propositions: accessibility, performance, and brand/status.

The company creates accessibility by providing a wide variety of options. It has acquired numerous firms since its founding, including Manchitra Services, AST, AiPoint Assets, and Xora. This strategy has enabled it to significantly expand its capabilities and diversify its portfolio.

The company has demonstrated strong performance through tangible results. Specific positive outcomes for clients include the following:

  • Unisys used ClickSoftware’s solutions to streamline its scheduling processes, resulting in a 40% increase in completed calls per day and a growth in cost savings
  • Cablex used ClickSoftware’s solutions to manage its scheduling more efficiently, resulting in an increase in number of completed daily service assignments by over 15%
  • Bosch Communication Center used ClickSoftware’s solutions to enhance customer service, resulting in a 50% increase in call center productivity
  • Smart home provider Vivint used ClickSoftware’s solutions to implement a new scheduling platform, enabling it to carry out 10,000 alarm upgrades and 12,000 lighted-sign renewals

The company has established a powerful brand due to its success. It serves over 15,000 clients worldwide, representing almost a million field service professionals. It also powers billions of field service engagements.

Channels

ClickSoftware’s main channel is its direct sales team. It also sells its offerings through resellers, system integrators, and original equipment manufacturers.

The company promotes its offerings through its website, social media pages, and participation in summits, forums, and conferences.

Customer Relationships

ClickSoftware’s customer relationship is primarily of a personal assistance nature. The company assists customers in the following ways:

Support Services – The company offers phone and live chat support on a 24x7x365 basis. Service is offered from seven technical centers in countries across five continents.

Training Services – The company offers training programs on its products in various formats, including classroom training at client sites and at dedicated training centers. It also offers certification programs so clients can demonstrate their knowledge.

Professional Services – The company offers a wide variety of professional services through a team of more than 250 project experts. These include integration, service operation, service performance benchmarking, schedule optimization, application data layer tuning, geographical coverage analysis, system health checking, business case building, and service change management.

Despite this orientation, there is a self-service component. The company’s website offers online training courses. It also features a“Resources“ section that includes useful tools such as business papers, analyst reports, case studies, and videos.

Key Activities

ClickSoftware’s business model entails designing and developing its software products for customers.

Key Partners

ClickSoftware maintains the following types of partnerships:

  • Strategic Partners – Specific partners include Salesforce, IBM, Accenture, and SAP
  • System Integrators – Specific partners include Atos, Capgemini, Infosys, and Tech Mahindra
  • Technology Partners – Specific partners include Microsoft, Pitney Bowes, and Infor
  • Carrier Partners – Specific partners include AT&T, Sprint, and Verizon

The company also operates “LeadersClub”, an exclusive group for clients who are leaders in their respective industries, as well as in field service management. Members network with each other, sharing experiences and exchanging best practices. Program benefits include co-marketing events.

Key Resources

ClickSoftware’s main resources are its human resources, who include the engineers that design its solutions, the sales employees that promote them, the training/consulting employees that provide instruction/advice, and the customer service personnel that provide support.

Cost Structure

ClickSoftware has a value-driven structure, aiming to provide a premium proposition through significant personal service and frequent service enhancements.

Its biggest cost driver is likely cost of services, a variable expense. Other major drivers are in the areas of sales/marketing and customer support/operations, both fixed costs.

Revenue Streams

ClickSoftware has one revenue stream: revenues it generates from the sale of its solutions to customers.

Our team

Tom Heiser,
CEO

info: Tom earned a Bachelor’s degree in Accounting Information Systems at the University of Massachusetts Amherst. He previously served as Interim CEO of Arxan Technology and as Executive Vice President of Cloud Strategies and Execution at EMC Corporation.

Shay Gonen,
Chief Financial Officer and Chief Operations Officer

info: Shay earned a B.S. in Industrial Engineering at the Technion Israel Institute of Technology and a Master’s degree in Finance at Bar-Ilan University. He previously served as SVP and CFO of a business unit at Verint Systems.

Claudine Bianchi,
Chief Marketing Officer

info: Claudine earned a Bachelor’s degree in English at Dartmouth College. She previously held executive marketing positions at Forrester Research, Navisite, eCopy, MetaCarta, and Avid. She has over 20 years of experience in management.

Richard Collins,
SVP of Global Sales

info: Richard earned a Bachelor of Business Studies in Computer Science and Strategic Management at Massey University. He previously served as Director of Global Sales at Achilles Group Limited and as Vice President Cloud at Symantec.

Jobs at ClickSoftware