Loading product reviews...

field-service-management clicksoftware All Markets > Field Service Management

ClickSoftware

4.1 out of 5.0 (10 ratings)

Reviews Distribution

5 Stars
4 Stars
3 Stars
2 Stars
1 Star
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
We have aggregated ratings data on ClickSoftware but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Upgrade was manageable, but we have strong internal resources to implement.

    Overall Comment

    It has been a smooth implementation/upgrade.


  • 4 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Excellent for automated planning

    Overall Comment

    Overall well supported, sometimes hard to nail down root cause of incident.

    What one piece of advice would you give other prospective customers?

    Check current features as well as product roadmap.

    What do you like most about the product or service?

    Quality of optimisation.

    What do you dislike most about the product?

    Routeplanning module used.

    What one thing do you wish the vendor did differently?

    More easy access to training and documentation.

    If you could start over, what would your organization do differently?

    Manage expectations, due to daily dynamics 100% automated planning is hard to target for.


  • 4 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Project scope involves other applications in landscape, so it was hard to integrate them.

    Overall Comment

    The product satisfied our expectations in terms of business functionality. Consulting services partnership was ok, but not having locally representation (in our country) implies a risk that must be managed. QA technical services from product team were fundamental during project phases.

    What one piece of advice would you give other prospective customers?

    Same as previous response.

    What do you dislike most about the product?

    IT tools for support in implementing the application, manage different environments that are part of any IT implementation.

    What one thing do you wish the vendor did differently?

    Executive relationship with customer.

    If you could start over, what would your organization do differently?

    The main important topics: adquire knowledge in applications at the begining of the project by project team. Have a technical arquitect that have knowledge in all applications that are integrated. Have local resources from consulting services with the right skills and seniority not only in application but also in business.


  • 5 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Breadth Product features, very configurable. A little lack of usability.

    Overall Comment

    Although our operation is not perfect yet, we think we are in a great path having ClickSoftware as a partner. We are satisfied with the current product, and looking forward to the migration of newer versions already released which will bring great features for our operation.

    What one piece of advice would you give other prospective customers?

    Focus on change management. Spend more time on preparing for support, accuracy, and maintenance of user's information

    What do you like most about the product or service?

    Breadth of features, very configurable

    What do you dislike most about the product?

    Some feature not fully implemented or supported, like multi-stage tasks

    What one thing do you wish the vendor did differently?

    A more strict quality assessment on implementor, to detect customizations that were not needed.

    If you could start over, what would your organization do differently?

    Change management: We would focus more on this Less customizations: Now that we are trying to migrate to new version, we need to get rid of the customizations we have

    Service & support - overall comment

    Great support team!


  • 4 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Review ClickSoftware

    Overall Comment

    When you implemented CS then you need experience people that we miss by implementation it was a decision made by us to go with a company with less knowledge about CS.

    What one piece of advice would you give other prospective customers?

    Go for the best company to implement what match your needs that can be not the cheapest

    What do you like most about the product or service?

    Click Schedule

    What do you dislike most about the product?

    That it is very hard to have the functionalities that we as company need and the slow performance

    What one thing do you wish the vendor did differently?

    That the vendor is not waiting that the customer called I have a problem but on regular base discuss with the customer where the vendor can help to improve

    If you could start over, what would your organization do differently?

    Have a third party that has lot of knowledge about implementation of CS and change management

    Product capabilities - overall comment

    We need more products that suit or needs from business

    Service & support - overall comment

    If we need support then we get it but sometimes not with the speed we want from business


  • 4 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Robust on premise product that requires some effort to get right

    Overall Comment

    Overall satisfied. ClickSoftware is pushing the cloud (ServiceEdge) with reduced functionality relative to our on premise solution, so immediate roadmap may not be well suited to our needs. Adoption seems slow - few examples of companies using that we can look to. Will consider cloud-solutions once that product has matured - likely 2+ years from now. From our experience at ClickConnect, we are among the more sophisticated users, with an on-premise solution that we customize and a dev team to support those efforts. I still don't consider our solution world-class, though, with some basic gaps that we're looking to solve into.

    What one piece of advice would you give other prospective customers?

    If you are starting out, consider the full portfolio of things that you will need to have expertise in this area of your business. Data and analytics, in particular, are important for making this work. Schedule optimization is essentially a big math problem, and if you have the expertise in-house, you will need to rely heavily on data warehousing, dashboarding, and analytics teams to make sense of the platform. If you don't have those functions built out, ClickSoftware does offer some out of the box dashboarding, but it gets expensive quickly given that the pricing model is based on licensed users, not users that would look at or review the data. (e.g., we have 2,500 licensed technicians with schedules, but only about 200 that would look at data. For a pricing model that uses the former, that doesn't make a lot of sense.)

    What do you like most about the product or service?

    ClickSoftware is robust. It's essentially an algorithm, and the functionality built to optimize is what's most useful for us as a business.

    What do you dislike most about the product?

    There are limited out of the box features to help the business understand the levers. (e.g., what should drive radius be for each technician? There are tradeoffs - tickets fail to book if the radius is too small and need manual intervention vs. technicians mileage can edge up too high if the radius is too generous. Or, how should I build schedules relative to customer demand?)

    What one thing do you wish the vendor did differently?

    We'd like to see an on-premise version of ServiceEdge, the latest version. There are some highly-customized things that we do (in particular with territory management) that requires access to back-end data for periodic updates. That becomes more difficult to execute when we don't control the resources that would need to help us with those data changes. Likewise, real-time troubleshooting and server refreshes would be harder, and for a company that needs to operate in real time, the risk of going to the cloud isn't too appealing until others can prove that those problems are already solved.

    If you could start over, what would your organization do differently?

    No, I think we would continue to use ClickSoftware and host the product onsite. I would have liked to upgrade to 8.3 sooner, but there were other internal IT constraints that prevented that.

    Service & support - overall comment

    Specific individuals have been exceptional. Newer contacts are still getting up to speed. ClickSoftware does provide several webinars that are modestly useful, and then ClickConnect each year has been a good investment.

    Integration & Deployment - Overall comment

    We've done our own integration and deployment. More out of the box functionality would be better, though I know that's on the roadmap and/or part of ServiceEdge (specifically: integration with Salesforce, which is our CRM)

    1 of 1 peer(s) found this review helpful.


  • 4 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Implementation and technical support response was rapid

    Overall Comment

    The Click team was very responsive to our implementation needs even though we used a 3rd party to integrate and configure Click

    What one piece of advice would you give other prospective customers?

    Change Management and Executive Support are tantamount to a successful implementation.

    What do you like most about the product or service?

    End user ease of use. Click Mobile Touch has been a godsend to our organization. There is a breadth of tools available within the program. The mapping function has been revamped and is as easy to use as Google Maps. We have been able to put into place a number of our own homegrown enhancements. We have been lucky enough to hire someone who knows the program well so our current enhancement projects are outlined, vetted, configured, tested and put into production in a relatively short timeframe.

    What do you dislike most about the product?

    It's not so much a dislike but a nice-to-have. Their mapping tool is missing one minor option - the ability to gauge distances between locales within the Mapping Tool, even though there are no tasks currently scheduled.

    What one thing do you wish the vendor did differently?

    Restructured their fees.

    If you could start over, what would your organization do differently?

    A better internal Change Management approach

    Service & support - overall comment

    Have rated this neutral because we have a business model which dictates that.


  • 4 out of 5.0, Reviewed

    Product(s): Other...

    Struggle to implement due to difficulties setting business criteria.

    Overall Comment

    Dynamic, forward thinking supplier, but with elements that can improve for customers like us. (emergency gas)

    What one piece of advice would you give other prospective customers?

    Get your requirements as detailed as possible.

    What do you like most about the product or service?

    Can set the product to do what you want it to do.

    What do you dislike most about the product?

    Ongoing defects with core product being based in silverlight.

    What one thing do you wish the vendor did differently?

    worked better to understand our business and provide solutions to the problems. Rather than us trying to generate them.

    If you could start over, what would your organization do differently?

    Work much harder on the business requirements and work with more areas of the business to develop these in greater depth so the third party could provide.

    Product capabilities - overall comment

    Click is capable of supporting your needs, but needs strong requirements to deliver.

    Service & support - overall comment

    Good response from Click support teams, onshore and offshore.

    Integration & Deployment - Overall comment

    Click struggles with our integration, and deployment is complex due to customisations in place massively increasing outage times.


  • 4 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Define clearly your needs and goals

    Overall Comment

    Great team but not enough experience in my opinion. That didn't help us in deployment phases.

    What one piece of advice would you give other prospective customers?

    Describe accurately your needs to save time and money

    What do you like most about the product or service?

    Simple to use

    What do you dislike most about the product?

    Difficulties to change configurations but it goes with our IT processes

    What one thing do you wish the vendor did differently?

    Have more experienced people in their team

    If you could start over, what would your organization do differently?

    We bought Click for 2 divisions with almost nothing in common ( a complete type of completely different). We shouldn't do that.

    Product capabilities - overall comment

    We still don't know all the capacities of the software

    Service & support - overall comment

    Excellent service, A1


  • 4 out of 5.0, Reviewed

    Product(s): ClickSoftware Enterprise Mobile Workforce Management

    Do you business case very wisely if you want to use the automatic part of Click on day 1

    Overall Comment

    Not a lot of experience in their crew but very professional and creative persons

    What one piece of advice would you give other prospective customers?

    Don't underestimate the effects on the users especially the field persons

    What do you like most about the product or service?

    Simple to use

    What do you dislike most about the product?

    Nothing in particular

    What one thing do you wish the vendor did differently?

    Asking more questions trying to go deeper in our processes and way of doing our business day by day

    If you could start over, what would your organization do differently?

    We would do 2 separates implementation instead of 2 in the same time (we use Click in the Distribution and Transmission lines divisions of Hydro-Quebec)

    Product capabilities - overall comment

    We still don't know what the product can do...

    Service & support - overall comment

    Excellent support from the Click team

    Integration & Deployment - Overall comment

    We use SAP so it went smooth in general


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(5)
4.0

Ability to understand your organization's needs

(9)
4.2

Timely and complete response to product questions

(9)
4.2

Pricing and contract flexibility (pricing and terms)

(5)
3.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(10)
3.8

How long did your deployment take?

12 months or more

3 - 6 months (<6)

I don't know

0 - 3 months (<3)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(10)
3.3

Ease of integration using standard APIs and tools

(8)
3.5

Quality and availability of end-user training

(9)
3.4

Ease of deployment

(9)
3.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(10)
3.9

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(10)
4.2

Was the support package worth it?

Yes

No


Quality of technical support

(10)
4.0

Quality of peer user community

(7)
3.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(10)
4.1

Overall rating of service and support

(10)
3.9
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Vendor/Product Selection

Application Lead

Business Analyst

Executive Sponsor

Implementation, Maintenance or other IT support

User Training

Development/Integration

End User Support Manager

Functional Assessment

Technical assessment

Vendor Management

Analytics Team Leader

Analytics User

Data Steward

End User Computing Stakeholder

System Administrator

Other...


Why did you purchase the software or service? Multiple responses allowed.

Improve business process outcomes

Create internal/operational efficiencies

Improve customer relations/service

Drive innovation

Improve business process agility

Enhance decision making

Drive revenue growth

Improve compliance & risk management

Improve supplier or partner relationships

Reduce time to market


What were the key factors that drove your decision? Multiple responses allowed.

Product functionality and performance

Strong services expertise

Product roadmap and future vision

Financial/organizational viability

Breadth of services

Pre-existing relationships

Strong customer focus

Strong user community

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America

Europe, Middle East and Africa

Latin America