Blog / Solutions · CLICKSOFTWARE END OF LIFE (EOL)

DISCONTINUATION OF CLICKSOFTWARE = SWITCH TO SALESFORCE?

The discontinuation of ClickSoftware suggests that existing Click users will switch to Salesforce Field Service (formerly Field Service Lightning, FSL). However, this is not mandatory. It's always worth exploring the market when a software product is coming to an end of life. Companies with complex field service requirements (e.g., real-time optimisation, on-premise operation, SAP integration) are looking for alternatives because Salesforce Field Service (FS) doesn't fully replicate the functionality and flexibility of Click, or because they want to remain independent of an ecosystem and CRM strategies that don't fit their own IT landscape.

WHY SALESFORCE FIELD SERVICE IS NOT THE BEST CHOICE FOR EVERYONE

With 'Field Service', Salesforce has created a modern solution that integrates seamlessly into the software giant's ecosystem. For companies that already rely on Salesforce, Salesforce FS or the move to the Service Cloud can certainly be a viable option.

That's precisely where the catch lies. Many ClickSoftware customers don't use Salesforce at all and are now forced to convert their entire system landscape to the CRM cloud. What to keep in mind: :

CRM Obligation and Technological Lock-ins:
Anyone who uses Salesforce FS automatically invests in the entire Salesforce ecosystem, whether they want to or not. CRM, workflows, reporting, etc., are aligned with Salesforce data structures. Anyone who wants to remain independent of these systems faces complex integration or a platform change.

Tier plans & add-on modules – functionality with a price tag
New Salesforce contracts often follow a tiered licensing model. What's missing in the basic version is supplemented with add-ons, such as Service Edge, AppExchange modules, or third-party solutions. The result: higher running costs, increasing dependency, and limited flexibility.

Salesforce currently offers different 'editions' for Field Service. These include different functionalities, such as the 'Scheduling Agent', some of which must be purchased separately or require a certain amount of credit.

Not a 1:1 version of Click – functional gaps and new terms
Many companies hope for a smooth migration from Click FSE to Salesforce Field Service. However, the range of functions does not necessarily coincide. Many user companies only realise after the switch that Salesforce Field Service does not offer the same logic as Click, especially for dynamic, tightly scheduled deployments.

Migrating to Salesforce FS also involves effort
Companies already operating in the Salesforce world benefit from a solution-oriented switch. However, they also face migration costs that must be planned for. For companies that are not yet part of this ecosystem, the migration entails a high level of conversion effort, especially for complex use cases.

In short: Salesforce Field Service may be the right path for companies with an existing Salesforce strategy. All others must expect significant changes and potentially additional costs.

SOLUTIONS FOR FIELD SERVICE OPTIMISATION

Switching to a different FSM system offers the opportunity for a technological leap: Modern, AI-supported real-time planning, mobile workflows without third-party apps, and seamless integration with existing ERP and asset management systems.

Solutions that focus entirely on appointment and route scheduling and mobile workforce management significantly optimise the use of resources in field service. They often also provide a high level of functionality and industry specialisation for maximum performance in the field.