Salesforce (NYSE:CRM), the CRM global leader, is to acquire ClickSoftware, a Burlington, MA-based provider of field service management solutions, for approximately $1.35 billion.
The acquisition is expected to close during Salesforce’s fiscal quarter ending October 31, 2019, subject to customary closing conditions.
The addition of ClickSoftware will enhance Salesforce Service Cloud’s leadership as a service platform, allowing every service employee from the contact center to the field to deliver connected, intelligent customer service.
Led by Mark Cattini, CEO, ClickSoftware enables companies to intelligently schedule and optimize field service work. Salesforce Field Service Lightning, introduced in 2016 and built on Service Cloud, leverages the latest innovations in dispatching, mobile workforce empowerment and IoT technologies to empower companies to connect their entire service workforce on a single, centralized platform.
ClickSoftware and Salesforce have partnered since Field Service Lightning launched to deliver proactive, intelligent field service. With ClickSoftware and Field Service Lightning, if a mobile employee gets delayed by traffic, a dispatcher can quickly route another field technician to the job so the customer’s appointment does not get delayed. These interactions are then automatically updated across the entire Salesforce platform to allow customers, sales, customer service and field service to have complete visibility.