ClickSoftware Technologies, the leading provider of mobile workforce management and service optimization solutions, today announced that Norwich Union, soon to be Aviva, the world's fifth-largest insurance group and the biggest in the UK, is deploying ClickSoftware's ServiceOptimization Suite, including ClickSchedule and ClickMobile, within its motor insurance business to enhance the efficiency with which the company schedules and dispatches its field engineers.
The initial order will support around a hundred people out of a workforce of several thousand that operate in the field.
Norwich Union, soon to be Aviva, is one of the leading providers of life and pension products in Europe and are actively growing their long-term savings businesses in Asia Pacific and the USA. Norwich Union has 54,000 employees serving over 50 million customers in 28 countries around the world. Norwich Union will implement ClickSchedule and ClickMobile within its UK motor insurance business to more efficiently schedule appointments to inspect damaged cars following an accident, and perform quality control audits on garages.
"We are always looking at ways in which we can improve our business processes to drive operational efficiencies," said Peter Holce, Service Delivery Manager at Aviva PLC. "Implementing an integrated, optimized scheduling and mobility solution will enable us to significantly reduce the number of back office administration staff, as well as reduce our carbon footprint through the reduction of unnecessary travel."
Norwich Union will use ClickSchedule to automatically schedule its field engineers' day, ensuring the company sends the right engineer with the right skills to the right job at the right time. The implementation of ClickSchedule will enable Norwich Union to streamline their current procedures and reduce the number of back office administration staff responsible for booking field engineers appointments by almost 90% and consolidate this service within the UK. Norwich Union will leverage optimized scheduling to reduce their carbon footprint by consolidating car inspection visits to the same garage and creating efficient work orders that reduce unnecessary travel whilst ensuring strict adherence to service level objectives.
ClickMobile will connect workers in the field to headquarters giving them up-to-the-minute scheduling changes as well as a paperless means of receiving and reporting on work completed to improve efficiency. This will serve to streamline work administration, support the companies adherence to the loan workers act and will play an instrumental role in the overall cost reduction program.
"We are delighted to have been selected by Norwich Union, soon to be Aviva, to manage their mobile workforce," said Hannan Carmeli, President and COO of ClickSoftware. "We are seeing more and more insurance companies today recognizing the importance and value of an integrated scheduling and mobility solution for their mobile workforce. This approach enables their operations to improve customer responsiveness and field force productivity."
Norwich Union will integrate ClickSchedule and ClickMobile into their back-office systems enabling real-time decision support and optimization.