Salesforce announces signing definitive agreement for acquisition of ClickSoftware, to diversify beyond CRM software and become a leader in the field service software industry

San Francisco: Salesforce, a dominant player in the customer relationship management (CRM), is acquiring ClickSoftware, leader in field service management solutions. The buyout is expected to close by 31^st October, 2019. Salesforce offers cloud-based Customer Relationship Management (CRM) platform to manage customer data and information and help companies to serve their customers in a better way by offering services from sales and marketing to customer service to enhance client relationship and increase sales. ClickSoftware offers cutting edge cloud-based field service management & workforce management software to optimize each service interaction. In June 2019, Salesforce acquired Tableau, a leading global analytics company, and just after closing the hefty $15.7 Billion deal, the company announced the acquisition of ClickSoftware.  

EVP and GM of Salesforce stated that, “Delivering exceptional field service is an increasingly important priority for companies across industries with more than 70% of customer service leaders making significant investments to transform their mobile workforce. 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.”

CEO of ClickSoftware further said that, “Our mission has been clear since the beginning—to be the global leader in field service management and deliver significant value to our customers. Joining Salesforce provides a tremendous opportunity to accelerate this vision. As a part of Salesforce, we will be able to innovate faster, enabling our joint customers to deliver even better experiences to their customers. This is an exciting milestone, and I look forward to what we’ll deliver to our respective customers as one company after close.”

According to TechSci Research, acquisitions have always been Salesforce’s key growth strategies. The buyout of Tableau has been a key catalyst. Salesforce’s sustained focus on expanding its business through strategic acquisitions and investments will drive growth over the long run. Further, the ClickSoftware buyout will help salesforce fortify its competitive edge against rivals like Microsoft.

Salesforce is benefiting from a robust demand environment as customers are undergoing a major digital transformation. Salesforce already offers tools for dealing with field service, which involves keeping track of employees heading out to perform maintenance for customers. The addition of ClickSoftware will enhance Salesforce Service Cloud’s leadership as the number 1 service platform, empowering every service employee from the contact center to the field to deliver more connected and intelligent customer service.

According to the report published by TechSci Research, “Global Cloud Telephony Service Market, By Deployment Type (Cloud and Hosted), By Enterprise Type (SMB and Large Enterprise), By Network (PSTN and Others), By Application (Conferencing and Others), By Vertical (BFSI and Others), By Company and By Geography, Forecast & Opportunities, 2014-2024”, the global Cloud Telephony Service market is projected to reach USD22.13 billion, exhibiting a CAGR of over 17% during the forecast period. Migration of telecom companies from traditional to IP networks and benefits of single internet line are promoting the growth of the global Cloud Telephony Service market during the forecast period. Furthermore, increasing demand for enterprise mobility, mobile workforce, and multiple benefits offered by cloud telephony services are boosting their adoption.

According to another TechSci Research report, “Saudi Arabia CRM Software Market Forecast and Opportunities, 2020”, Saudi Arabia CRM software market is exhibiting significant growth. CRM software is used for various applications like customer service, marketing, and sales, to help businesses manage customer data. To enhance customer experience, enterprises are coming up with solutions such as middleware and management solutions. Organizations are also migrating towards the use of CRM for marketing, and over the next five years, more companies are expected to realize the potential of social marketing. With increasing investment in SMEs, the demand for enterprise software in the country is expected to grow. Other drivers for the market include increasing need for real-time customer engagement and rising use of social media platforms. CRM software is being deployed across various sectors such as government, banking, and IT & telecom, among others. CRM software market in Saudi Arabia is projected to surpass USD146 million by 2020. CRM offers advantages such as providing the best customer experience, along with convenience in accessing information and documents as and when required.