ClickSoftware Announces Initiative to Integrate ClickSchedule With mySAP CRM.

Business Editors/High-Tech Writers

CAMPBELL, Calif.--(BUSINESS WIRE)--May 21, 2001

ClickSoftware and SAP to Tightly Integrate Current Solutions

to Deliver Truly Optimized Customer Service

ClickSoftware (Nasdaq:CKSW) today announced an initiative with SAP to develop a service chain optimization solution fully integrating ClickSchedule, ClickAnalyze and mySAP(TM) Customer Relationship Management (mySAP CRM). Extending an existing development partnership, the initiative draws on the powerful solutions strength of both organizations, enabling businesses to offer truly differentiated customer service in the most profitable manner possible.

The service chain deals with the delivery and installation of services to customers followed by the scheduling of ongoing services. By optimizing variables including customer availability, geography and mobility of resources in the service chain, businesses stand to maximize responsiveness and service revenues while minimizing operational costs.

The integrated solution from ClickSoftware and SAP will address the complex requirements for true service chain optimization through all of the communication channels available within mySAP CRM, leading to improvements in overall control and visibility within an organization. With the solution, businesses can increase the amount of service calls per week and reduce the billing cycle due to faster service response times. The solution will enable businesses to minimize overtime costs and mileage for field representatives and improve resource productivity while reducing the amount of time spent on scheduling. Meeting the needs of a customer service organization, the solution will enable businesses to optimize the delivery of services. It also will substantially reduce penalties from missed Service Level Agreements.

"The initiative between SAP and ClickSoftware will now add an extremely powerful dimension to mySAP CRM: the ability to optimize the delivery of exceptional customer service," said Michael Brucker, vice president of mySAP CRM. "The partnership with ClickSoftware will enhance the mySAP CRM solution to address the extremely complex service delivery requirements of many service organizations and also will enhance our powerful service analytics tools. Because we've already had a relationship with ClickSoftware, we were very comfortable entering into this new venture. Their products are superior, and they have proven again and again that their understanding of the service chain optimization market is second to none."

ClickSchedule enables companies to simultaneously optimize customer responsiveness and resource utilization, taking into account a company's specific business policies regarding issues such as overtime and service level agreements, as well as other factors like customer preferences, geographical location, shortest drive time, resource skill sets, and more. ClickAnalyze enables senior service executives to quickly and accurately measure the business performance of their organizations. ClickAnalyze can be used to measure service levels, resource utilization, employee load, and operational cost.

mySAP CRM meets the many competitive challenges facing customer service organizations as businesses increasingly focus on profitability, increasing revenue through generating higher customer value, and lowering customer acquisition costs through improved customer retention. It also addresses concerns as businesses become increasingly aware of the proximity of their competitors and the ease with which customers can abandon them. mySAP CRM effectively manages these challenges through all areas of customer service, from customer care through field service and dispatch, and across all communications channels including the Internet, interaction centers and mobile applications.

"We believe that the addition of ClickSoftware's ServiceOptimization Suite to SAP's offerings makes a powerful solution," said Dr Moshe BenBassat, chairman and CEO, ClickSoftware. "By integrating our products with mySAP CRM, companies will have a service chain optimization solution that is unparalleled in the industry in terms of functionality and measurable business value."

"We are excited about adding yet another level to our initiative with a market leader like SAP. Both companies share a common mission to create value for their clients with intelligent business solutions that target all organizational levels," said ClickSoftware senior vice president of Business Development, Gary Fowler. "Our solution not only will allow clients to take advantage of SAP's excellent e-business solutions; it allows them to optimize service operations, increase customer loyalty and minimize operational cost."

About ClickSoftware

ClickSoftware is a leading provider of end-to-end service chain optimization solutions for service organizations to increase customer satisfaction and revenue while reducing operational costs. ClickSoftware's ServiceOptimization suite addresses all organizational levels and works across all functions including strategic and tactical workforce planning, optimized service scheduling, intelligent problem resolution, wireless workforce management, and business analytics. The company is headquartered in Campbell, Calif. and also has offices and distributors throughout the United States, as well as in Canada, Germany, Israel, and the United Kingdom. ClickSoftware's products are used by many service organizations, including: British Gas, Caterpillar, Compaq Computer Corporation, Crawfords, Crown Castle, Siemens Metering Limited, Enbridge Home Services, Gerber Technology, High Speed Access Corp. (HSA), ICL, Level 3 Communications, Swisscom, and Verizon. For more information about ClickSoftware, call 408/377-6088 or 888/438-3308 or visit www.clicksoftware.com.

This press release contains express or implied forward looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Exchange Act. These forward-looking statements include, but are not limited to, those regarding ClickSoftware's products and markets, product functionality in future installations and benefits derived there from, and may include implied statements concerning market acceptance of our products, and our growing leadership role in the market. Such "forward-looking statements" involve known and unknown risks, uncertainties and other factors which may cause actual results or performance to be materially different from those projected. ClickSoftware's achievement of these results may be affected by many factors, including among others, the following: uncertainties regarding product installation; uncertainties regarding continued market acceptance of our products; uncertainties regarding our intellectual property; and the uncertain effects of competition and other factors on our results of operations. The forward-looking statements contained in this press release are subject to other risks and uncertainties, including those discussed in ClickSoftware's filings with the Securities and Exchange Commission, ClickSoftware's prospectus dated June 22, 2000 and ClickSoftware's 10Q for the quarter ended September 30, 2000, and may be found within the sections titled Risk Factors and Management Discussion and Analysis. ClickSoftware does not undertake to update any forward-looking statements.

Note to Editors: SAP, mySAP, and other SAP products and services mentioned herein are trademarks or registered trademarks of SAP AG in Germany and several other countries. Other product or service names mentioned herein are the trademarks of their respective owners.