“Delivering exceptional field service is an increasingly important priority for companies across industries, with more than 70 percent of customer service leaders making significant investments to transform their mobile workforce,” said Bill Patterson, executive vice president and general manager of Salesforce Service Cloud, in a statement. “Our acquisition of ClickSoftware will not only accelerate the growth of Service Cloud, but drive further innovation with Field Service Lightning to better meet the needs of our customers. We are thrilled to welcome the ClickSoftware team to Salesforce.”
The San Francisco-based CRM leader said the addition of ClickSoftware will enhance Salesforce Service Cloud’s leadership as the No. 1 service platform, enabling the delivery of more connected, intelligent customer service.
ClickSoftware specialises in helping companies intelligently schedule and optimise field service work.
Salesforce and ClickSoftware have been partnering since the launch of Salesforce’s Field Service Lightning in 2016. The service provides a mobile workforce with a 360-degree view of the customer, predictive insight and an offline-first mobile app. Through the partnership, if a mobile employee is delayed,a dispatcher can quickly route another field technician to the job site.
Salesforce said the acquisition of ClickSoftware will create strategic synergies and new innovation opportunities to better meet the needs of businesses around the world by providing one seamless field service solution.
“Our mission has been clear since the beginning—to be the global leader in field service management and deliver significant value to our customers. Joining Salesforce provides a tremendous opportunity to accelerate this vision,” said Mark Cattini, CEO of ClickSoftware, in a statment. “As a part of Salesforce, we will be able to innovate faster, enabling our joint customers to deliver even better experiences to their customers. This is an exciting milestone, and I look forward to what we’ll deliver to our respective customers as one company after close.”
The acquisition is expected to close during Salesforce’s fiscal quarter ending 31 October 2019.