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I f you’re preparing to adopt a new route planning, field service, and appointment scheduling platform, it’s wise to research advantages and potential drawbacks with stakeholders before you commit to a provider shortlist.

WHY GO FOR A CLICKSOFTWARE ALTERNATIVE?

When ClickSoftware was acquired by Salesforce in 2019 it joined Field Service Lightning (FSL) in the Salesforce Service Cloud. Customers were consequently informed support for existing products would cease and the new offering was to move to a Salesforce SaaS based platform.

The majority of ClickSoftware customers were not running Salesforce in their business and many have substantial customisations, therefore this may not be a straightforward transition. There is an alternative.

Timing of this presents an ideal opportunity to consider alternative options other than replacing ClickSoftware with Salesforce. Firstly, there is a new generation of AI-powered solutions wholly focussed on scheduling and mobile workforce management, offering a greater depth of functionality. Secondly, they meet the requirement of an agile and dedicated scheduling partner to ensure your system can adapt fully to business demands and objectives, now and into the future.

• Choose between SaaS, on-premise, or hybrid?
• Do you need deployment in days or weeks, not months?
• Large number of functional modules to prevent need for custom development?
• Flexibility to create specific features (built on a standard product) if required?

If you recognise any of these, then let us suggest the following ClickSoftware alternative. Here, we assist your FSM software selection process with three further expanded topics.

REQUIREMENT 1

YOU NEED REAL-TIME BUSINESS PROCESS MODELLING

The features offered by what’s described as ‘scheduling in real-time’ differs amongst providers. All begin with a mapping service, many place operatives into a zone on the map, many use parameters such as job/works duration, many actually plan routes on a batch basis and just reflect progress updates in real-time. The tools you receive are then dependent on the version you receive, your choice of package(s), and implementation. For instance, a system producing route-planning results with limited parameters or flexibility may serve you now, but risks stifling your ability to plan and react in the future.

Many companies using ClickSoftware are operating very old versions, possibly due to the cost and effort of upgrading. A ClickSoftware alternative is modern, AI algorithm powered scheduling aligned with BPMN (Business Process Modelling Notation) designed specifically for route-planning and scheduling. FLS VISITOUR is built with PowerOpt, a unique algorithm that offers true real-time scheduling for both appointment slots within 0.1 seconds and in-day. Live (not batched) optimisation means driving fewer miles and markedly less human involvement with the dispatch process.

When paired with FLS MOBILE in the FLOW EDITION you will further optimise your field service workflow processes, down to the smallest detail, such as taking a photo of a part. This permanent link provides complete digital mapping of your procedures; delivering live analytics, testing, and custom reports to head office—everything you need to make informed decisions to refine your requirements.

FLS MOBILE removes the need for a third-party telematics system, which can make it difficult to match works and travel data. There is one detailed and highly configurable map, thus eliminating the cost risk when deciding between ‘Basic’ and ‘Advanced’ map tiers. Choosing a single developer/provider means unmatched accuracy and agility.

REQUIREMENT 2

YOU NEED LOW-RISK FLEXIBILITY FOR FUTURE GROWTH

New ClickSoftware deployments are offered through Salesforce’s tier plans, often leading to smaller companies viewing future growth as a risk, either through scaling costs, receiving unwanted features, or feeling locked-out by too many unknowns around required customisation and cost. Offering tiered plans implies up-front limitations that may not consider your unique, evolving business case.

The alternative is a provider that not only offers a free scheduling test that uses your own data, but also a no commitment trial pilot. This ensures your requirements are met and removes any fear before investment.

FLS VISITOUR is designed to help you grow your business, by improving your SLA observance and creating cost-effective capacity in your appointment pipeline. For example, within weeks of deployment, an organisation serviced their customers 25% faster using their same field resources.

FLS is intuitive in its core functionality, but also offers modules that remain flexible to adopt the features and functions you need as you expand your operations. Whether they’re tools for head office, mobility, or customer self-service portals, all are developed with specific industry workflows, and all are configurable without the need for custom development. This means there is no requirement for increasing add-ons such as Service Edge, or excessive reliance on third-party plugins from the AppExchange.

REQUIREMENT 3

YOU NEED TO KEEP YOUR CRM (AND ERP)

Organisations can become overwhelmed at the beginning of a field service management software selection process. Time, purpose, buy-in; all become compounded with the prospect of also migrating to a new CRM, like Salesforce, simply because they need ClickSoftware’s field service features.

An alternative is to select a provider that won’t compel a ‘total rebuild’ approach to improve your scheduling workflows. Fast Lean Smart offers a menu of ‘out-of-the-box’ Connectors, APIs, and Web Services to ensure seamless, live data, without the loss of your current enterprise ecosystem or ERP functionality.

For example, FLS Microsoft Dynamics 365 and SAP S/4HANA ERP integrations communicate all necessary data for the scheduling of service and sales appointments, with field results written back into records. This gives best-of-breed functionality whilst maintaining your existing ‘single source of truth’ and ‘360 degree’ customer view requirement. Development and testing are included at the project scoping stage, so won’t exceed your allocated resources.