ClickSoftware Secures Major Contract With Service America; ClickSchedule Product To Be Used By Leading Provider of Residential Service Agreements.

Business Editors/High-Tech Writers

CAMPBELL, Calif.--(BUSINESS WIRE)--Nov. 2, 2000

ClickSoftware (Nasdaq:CKSW), a leading provider of software solutions for optimizing service operations, today announced that it has secured a major contract with Service America (www.serviceamerica.com), the number one provider of residential Service Agreements in the U.S. Service America will install ClickSoftware's award-winning ClickSchedule product, a Web-centric, optimized software solution, during the first quarter of 2001.

ClickSchedule will be used on a daily basis by Service America employees to schedule and dispatch 500 technicians to service households in Florida and Arizona. Specifically, Service America will use ClickSchedule as a replacement of its current manual system to schedule appointments for customers with service contracts for home appliances that require repair or maintenance. Service America is also considering the use of ClickSchedule for scheduling staff to meet with consumers interested in buying new appliances and service agreements.

According to Service America, this arrangement will help manage its operations and should play a key role in improving the bottom line.

"ClickSchedule is going to be an excellent resource for our company," said Chris Heaney, senior vice president of Service America. "The product should help us better manage and utilize our workforce, decrease the cost of our motor pool, and optimize the skill set of each member of our service staff."

ClickSoftware's CEO also sees this as a good opportunity for both companies. "Service America is a top-notch organization, and we're very pleased with their strong support for ClickSchedule," said Dr. Moshe BenBassat, CEO and chairman of ClickSoftware. "This latest contract once again affirms that our product delivers significant value to companies that schedule staff and services. We're confident that ClickSchedule will be a strategic asset for Service America."

Heaney believes that ClickSchedule will play an integral part in improving the overall operational efficiency and productivity. He also stated that the company's choice of ClickSoftware was greatly influenced by the product's ability to fully integrate with J.D. Edwards and their enterprise-wide computing systems.

ABOUT CLICKSCHEDULE

ClickSchedule solves the challenge of simultaneously optimizing for customer responsiveness and resource utilization in a number of significant ways. Customers can reduce the amount of time it takes to order service by taking advantage of ClickSchedule's ability to allow customers to self-schedule service over the Internet. For those customers who prefer to schedule service calls by phone, ClickSchedule offers instant appointment quotes in call center environments.

Further, instead of the all-too-common vague appointment times like "morning" and "afternoon", ClickSchedule provides the capability to offer customers narrow appointment windows. ClickSchedule also improves utilization of the service force by intelligently scheduling the right person at the right time and by minimizing travel time from customer to customer. In short, ClickSchedule increases the number of customer calls successfully delivered every day, which in turn leads to increased service revenues, cost savings, and higher customer retention.

ClickSchedule can automatically schedule anywhere from tens to thousands of customer requests per hour with a system response time of only a few seconds. It does so while intelligently matching resource skills to the job, taking into consideration locations and traffic patterns, and complying with a wide variety of business policies related to customer service level agreements, labor policies, parts logistics, and customer specific policies.

ABOUT CLICKSOFTWARE, INC.

Headquartered in Campbell, Calif., ClickSoftware is a leading provider of end-to-end service chain optimization solutions for service organizations. Its products optimize service operations by simultaneously increasing revenue, reducing operating costs, and increasing customer loyalty.

Used by customers in a wide array of industries, including telecommunications, utility, retail, high-tech, IT service, automotive, healthcare, and financial services, ClickSoftware's solutions cover strategic capacity planning, short term resource planning, problem resolution, daily scheduling, real time wireless monitoring and rescheduling, and continuous on-going business performance analysis.

A key success factor underlying ClickSoftware products is the ability to integrate seamlessly with the solutions of leading enterprise software vendors. ClickSoftware has marketing or reseller agreements with many of the leading application software vendors in the CRM, eCRM, and ERP world.

In addition to its Silicon Valley headquarters, ClickSoftware 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 both B2B and B2C service organizations, including: British Gas, Caterpillar, Compaq Computer Corporation, Crawfords, Crown Castle, EMEB, Enbridge Home Services, Gerber Technology, High Speed Access Corp. (HSA), ICL, Level 3 Communications, Swisscom, UPC, Verizon, and Wards.

For more information about ClickSoftware, call 408/377-6088 or 888/438-3308 or visit www.clicksoftware.com.

ABOUT SERVICE AMERICA

With more than two million Service Agreements fulfilled, Service America is the leading provider of residential Service Agreements in the U.S. For more than 25 years the company has provided solutions for people's home repair needs throughout Florida and Arizona, saving customers both time and money. The company's services include service agreements; duct cleaning & sanitizing; air conditioning replacement; "as needed" air conditioning & appliance repairs; new appliance sales; and water purification systems. Service America is a wholly owned subsidiary of Chemed Corporation (CHE), whose other subsidiaries include Roto-Rooter and Patient Care.

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