ClickSoftware: using Kimble to accurately balance customer demand with resources

ClickSoftware: using Kimble to accurately balance customer demand with resources

Workforce Management provider using Kimble to accurately balance customer demand with resources

ClickSoftware, a global mobile workforce management software vendor and professional services consultancy based in Burlington, MA, recognised that its existing Professional Services Automation (PSA) software no longer had the functionality it required. Looking to upgrade its PSA tool led the firm to investigate the options on the market that would allow the company to appropriately support its global professional services staff.

ClickSoftware had been using Netsuite’s OpenAir PSA tool for almost three years and was aware of the value PSA brought to the business. Acknowledging that PSA is critical to growth and customer satisfaction, ClickSoftware began searching for a PSA tool that had the functionality that the firm believed was necessary to scale.

“ClickSoftware isn’t just a product company; around a third of our staff provide professional services. This means we have to consider our consultant resourcing to ensure we balance customer demand with staffing resources,” said Yoni Tsrouya, Senior Vice President, Professional Services at ClickSoftware.

“We were working with a PSA tool that didn’t provide us with a suitable resource management capability or visibility into the financial aspect of an on-going project, namely the margins. We wanted a tool that would ensure we operated as efficiently as possible.”

Equipped with better visibility of performance, project managers can be more accountable for their individual budgets and better understand the impact of their decisions during a project lifecycle. Beyond this, ClickSoftware also required a PSA tool that could integrate with Salesforce, used by ClickSoftware for lead generation.

Yoni continued: “During the selection process we spoke to some of Kimble’s existing clients to understand how they were using the product and its functionality which was really useful. Kimble stood out thanks to the company’s approach to project management and its flexibility as a business. Kimble showed a real willingness to meet our requirements and enhance the product to meet our specific needs.

“After taking us through the walkthroughs and proof of concepts we felt Kimble understood our business and our pain points. This is why we chose them. The dedication and passion of Sean Hoban, the CEO, really stood out for us as well. Sean has always been on hand to share with us and help us implement best practice into our business. Thanks to the flexibility that he has engendered in Kimble, it meant that we were able to make the necessary changes to the product that were stopping us from going live on time.”

Also following on from receiving training on the software, ClickSoftware has built its own training materials for its project managers and is training project managers around the globe with this programme.

Yoni concluded: “We are delighted with the improvements that Kimble has been able to bring to our organization so far. We see the relationship as a proper partnership, where everybody is using their experiences to help improve the product and have these features incorporated into future product developments. We believe that with our collective experience of working in professional services, Kimble’s functions will become even richer and create even more efficiency and value for ClickSoftware.”