ClickMobile drive Portugal Telecom field efficiency, solution empowers workforce in 2.1m site visits a year and while expanding into pay-TV market.

1. Proprietary and Confidential 1
Case Study – Portugal Telecom
Driving Efficiency with
Automated Scheduling and Mobility

2. 2Proprietary and Confidential
Portugal Telecom
Major telecom provider
• Over 97 million customers
• 766,000 triple- play customers
Expanded its presence
in Pay-TV market

3. Challenges of the Pay TV Market
Complex hardware installations require
specialized knowledge
• Routers
• Switches
Need to expand service offerings
3Proprietary and Confidential

4. Key Service Requirements
• Installing or replacing equipment
• Monitoring and support for
service engineers
• Scheduling
4Proprietary and Confidential

5. 5Proprietary and Confidential
Change Management Program
Portugal Telecom adapted three-year
change management program
• Improvement of efficiency
while expanding operations
• Software selection, scoping
and design

6. Finding the Right Solution
6Proprietary and Confidential
“We wanted a fully integrated solution that would
give the field service team ̶̶ dispatchers and
engineers ̶̶ everything they needed to deliver the best
possible customer experience. ClickSoftware's track-
record in large businesses with similar field service
challenges gave us a great deal of confidence.”
Manuel Rosa da Silva,
Executive Board Member at Portugal Telecom

7. 7Proprietary and Confidential
Workforce Management and Optimization
How Portugal Telecom Did It

8. 8Proprietary and Confidential 8
Implementation
Portugal Telecom selected
ClickSoftware's workforce management
and optimization solution in 2009:
• Scheduling
• Mobility
• Location Based Services
• Analysis

9. Mobility
Customization
Integration of business process,
workflow logic and core support
Access to information
All the information an engineer could
need is available, even when offline
or where connectivity is limited
9Proprietary and Confidential

10. 10Proprietary and Confidential
Mobility Roll-out
Started in October 2010
• 4,200 field engineers at start
• 500 new users added every
two weeks
Roll-out completed 5 months later
(engineers, dispatchers and back office staff)

11. Scheduling
Workforce management info
is fed into ClickSchedule
• Automatic scheduling
• Optimization – right engineer,
right job, right time
• Automatic updates sent to
engineers mobile devices
via ClickMobile
11Proprietary and Confidential

12. 12Proprietary and Confidential
Location Based Services
• Intuitive map of the current
location of the entire mobile
workforce
• Status indicators for current jobs
• Easy to identify closest resource
for urgent tasks

13. 13Proprietary and Confidential
Analyze
Historical business intelligence
• Operational performance
• Key performance indicators

14. Impact
14Proprietary and Confidential

15. Improved Efficiency
Resulted in a 15% drop in Portugal
Telecom’s overtime costs
15Proprietary and Confidential

16. 16Proprietary and Confidential
Customer Service
• 50% drop in customer complaints
• 70% drop in engineers failing to
show up for pre-booked
appointments

17. 17Proprietary and Confidential
“We had to make very few
customizations to ClickSchedule ̶̶ 90%
of the features we used came straight
out of the box.”
Manuel Rosa da Silva
Seamless Integration
Easily integrated with
more than 20 legacy applications

18. 18Proprietary and Confidential
Real-Time Scheduling
Flexibility and Mobility
• ClickMobile automatically updates the
dispatcher when a job status changes
• eamlessly re-optimizes the
workloClickSchedule sad/schedule
and sends updates via ClickMobile

19. 19Proprietary and Confidential
Access to Information
ClickMobile enables field personnel
to access to all workflows and job
information, even when offline

20. Performance
20Proprietary and Confidential
“We have achieved solid results using
ClickSoftware in terms of operational
performance and our wider key performance
indicators. We now have operational
visibility and command & control, at
a much greater level.”
Manuel Rosa da Silva

21. Proprietary and Confidential
Thank you
Visit us at
www.clicksoftware.com