5 out of 5.0, Reviewed Oct 6, 2016
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.
Focus on change management. Spend more time on preparing for support, accuracy, and maintenance of user's information
Breadth of features, very configurable
Some feature not fully implemented or supported, like multi-stage tasks
A more strict quality assessment on implementor, to detect customizations that were not needed.
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
Great support team!
4 out of 5.0, Reviewed Oct 5, 2016
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.
Go for the best company to implement what match your needs that can be not the cheapest
That it is very hard to have the functionalities that we as company need and the slow performance
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
Have a third party that has lot of knowledge about implementation of CS and change management
We need more products that suit or needs from business
If we need support then we get it but sometimes not with the speed we want from business
4 out of 5.0, Reviewed Sep 30, 2016
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.
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.)
ClickSoftware is robust. It's essentially an algorithm, and the functionality built to optimize is what's most useful for us as a business.
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?)
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.
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.
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.
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 Sep 21, 2016
The Click team was very responsive to our implementation needs even though we used a 3rd party to integrate and configure Click
Change Management and Executive Support are tantamount to a successful implementation.
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.
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.
Restructured their fees.
A better internal Change Management approach
Have rated this neutral because we have a business model which dictates that.
4 out of 5.0, Reviewed Sep 19, 2016
Dynamic, forward thinking supplier, but with elements that can improve for customers like us. (emergency gas)
Get your requirements as detailed as possible.
Can set the product to do what you want it to do.
Ongoing defects with core product being based in silverlight.
worked better to understand our business and provide solutions to the problems. Rather than us trying to generate them.
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.
Click is capable of supporting your needs, but needs strong requirements to deliver.
Good response from Click support teams, onshore and offshore.
Click struggles with our integration, and deployment is complex due to customisations in place massively increasing outage times.
4 out of 5.0, Reviewed Sep 7, 2016
Great team but not enough experience in my opinion. That didn't help us in deployment phases.
Describe accurately your needs to save time and money
Simple to use
Difficulties to change configurations but it goes with our IT processes
Have more experienced people in their team
We bought Click for 2 divisions with almost nothing in common ( a complete type of completely different). We shouldn't do that.
We still don't know all the capacities of the software
Excellent service, A1
4 out of 5.0, Reviewed Sep 7, 2016
Not a lot of experience in their crew but very professional and creative persons
Don't underestimate the effects on the users especially the field persons
Simple to use
Nothing in particular
Asking more questions trying to go deeper in our processes and way of doing our business day by day
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)
We still don't know what the product can do...
Excellent support from the Click team
We use SAP so it went smooth in general