Salesforce to Acquire WFM Firm

It’s impossible to discuss sales enablement without referencing Salesforce, the CRM space’s 800 lb gorilla. Contact centers and customer facing team members have leveraged this cloud-based enablement tool for some time, and now it is making a foray into workforce management.

Salesforce announced a definitive agreement to purchase field service management provider ClickSoftware (News - Alert). Joining a robust platform, ClickSoftware will improve the Salesforce Service Cloud delivering team members out in the field connectivity and intelligence, and in turn deliver improved service.

“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, EVP and GM of Salesforce Service Cloud. “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.” 

Leveraging ClickSoftware in conjunction with Field Service Lightning, a firm can optimize field service delivery and schedule appointments intelligently, as well as take advantage of an arsenal of mobile workforce tools in addition to IoT tech to ensure the team is on the same page, all parties are informed and customers have an exceptional experience.

Workforce management extends well beyond the contact center. Every employee is a customer service entity – how are you managing your workforce?

Edited by Maurice Nagle