Fresh off its biggest acquisition with the US$15.3 billion purchase of big data firm Tableau, Salesforce is set to acquire Israeli field service company ClickSoftware for US$1.35 billion.
“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.
Read the article by Mark Haranas in CRN.