Under the terms of the agreement, Salesforce will acquire service management solution provider ClickSoftware for approximately $1.35 billion. ClickSoftware, headquartered in Burlington, Massachusetts and Petah Tikva, Israel, is expected to come under Salesforce’s Service Cloud umbrella.
Why we should care
ClickSoftware customers use the software to schedule and manage mobile and in-house field service work. Customer and field service is a top priority for many companies, especially as consumer expectations are shifting to expect timely, personalized service.
Bringing ClickSoftware under the Service Cloud could help customer service and field agents in their interactions with customers, allowing them to update customer records on-the-go for logistics, sales and marketing.
A customer account team could have visibility into the entire sales and service process, end-to-end. With this view, marketers are able to take learnings from interactions to adjust their messaging and campaigns as needed.
“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, EVP and GM of Salesforce Service Cloud. “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.”
More on the news
- Sales Cloud’s revenue topped $1 billion in revenue last quarter, Salesforce reported. The ClickSoftware deal should help that growth continue.
- The deal is expected to close this fall, by the end of Salesforce’s third quarter.
- Bosch, Caterpiller and Philips are among ClickSoftware’s customers.