On Wednesday, August 7, 2019, Salesforce published a press release announcing its move to acquire ClickSoftware, a company focused on building field service management solutions. The acquisition will be made in the form of a mix of cash and Salesforce common stock and will amount to about $1.35. Salesforce has signed a definitive agreement to acquire ClickSoftware, and the acquisition is expected to close during Salesforce’s fiscal quarter ending October 31,2019. This news comes just two months after Salesforce announced its massive deal to acquire interactive data visualization company Tableau Software.
What Is ClickSoftware?
Founded in 1997 before Salesforce, ClickSoftware is the largest company to offer complete cloud-based mobile workforce management. Its solutions allow companies to intelligently schedule and optimize field service work, and it has over 15,000 customers across multiple industries. ClickSoftware offers AI-powered software that combines real-world experience with technical-driven precision to combine software and process for more efficient field service.
ClickSoftware operates with hands in all six steps of the service chain. They enable companies to plan the correct amount of skilled resources for expected demand, promise accurate and optimal service response times, and allocate resources in order to meet service level agreements (SLAs). They then excel at executing these service responses in real-time, engaging with customers for service excellence, and measuring key performance indicators (KPIs) for continuous process improvement.
What Does This Mean Moving Forward?
In 2016, Salesforce launched Field Service Lightning to help companies connect their entire mobile workforce on a centralized platform. The aim was to empower these employees with a 360-degree view of the customer and offer predictive insights to maximize the customer service experience. At this time, Salesforce partnered with ClickSoftware to optimize Field Service Lightning’s engine. With the acquisition, Salesforce can continue to innovate, delivering more connected and intelligent customer service across the board.
By combining the powers of Field Service Lightning with the resources at ClickSoftware, Salesforce hopes to continue improving its platform. By employing ClickSoftware’s strategies across all six steps of the service chain, Salesforce can provide a seamless field service solution that also automatically logs all data within the Salesforce platform. This way, everyone from sales, customer service, marketing, and more all have complete visibility. Customer service is continually evolving, and this acquisition will mean new developments in how far Salesforce can take AI to stay ahead of the curve.
Further Questions?
Are you interested in more information about how ClickSoftware’s solutions will change Salesforce in the future? Are you wondering how this acquisition will affect your current setup? If you have questions about Salesforce’s ClickSoftware acquisition, get in touch with the team at Ntegro! We are Salesforce consultants dedicated to making your experience with the platform as easy and profitable as possible. You can contact us online to request a free consulting session about this or any topic that interests you.
What are your thoughts about this news? Are you excited to see advancements in Salesforce Field Service Lightning? Leave a comment to let us know what you think!
