What do you like best?
ClickSoftware is a great product. Wide varieaty of out of the box features, and very configurable.
It has a solid roadmap. The new version (Edge) is a major upgrade and it solves some of the main disadvantages the product had.
The ClickSoftware support team is excellent.
What do you dislike?
In current version (8.3) the technology used in ClickSchedule is not optimal. It has Silverlight, so you have to use Internet Explorer to use ClickSchedule. Besides, Silverlight is an outdated solution.
This is already addressed in the newer version, but we are in the middle of the migration project
Recommendations to others considering the product
Do your own research. Be careful to select the implementor, as the implementation process is very important for the rest of the project.
Don't use customizations! Although ClickSoftware is a flexible producto, try to use only out of the box features and don't use customizations. We are currently in the middle of a migration project, and now we have to get rid of all of the custiomizations we made in the past.
We prefer to work directly with ClickSoftware Professional Services as an advisor. Having their direct opinion is very important for quality assesment
What business problems are you solving with the product? What benefits have you realized?
We are an Insurance Company, and we selected ClickSoftware for Roadside assistance.
The problem we had was that we didn't know where our technicians were, or whethere they were available or not. We didn't have any visibility, and we didn't have any optimization neither. All of our assignments were manual.