1Info-Tech Research Group Vendor Landscape: Field Service Automation Info-Tech Research Group, Inc. Is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. © Info-Tech Research Group Inc. Vendor Landscape: Field Service Automation Ensure proactive field service and collaboration in the age of extreme mobility. Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns.© Info-Tech Research Group

2Info-Tech Research Group Vendor Landscape: Field Service Automation The Field Service Automation (FSA) market underwent changes as mobile technologies altered core capabilities of field service workers. Collaboration, dynamic scheduling, and service forecasting are at the forefront of these changes. Select a vendor that is on top of these trends or risk failure. Introduction Enterprises seeking to select a solution for field service automation. Executive-level stakeholders in the following roles: Customer Service and Field Service Managers. IT Managers and Directors involved in selecting an FSA solution. This Research Is Designed For:This Research Will Help You: Understand what’s new in the FSA market. Evaluate FSA vendors and products for your enterprise needs. Determine which products are most appropriate for particular use cases and scenarios, such as: Integration with CRM solutions. Bring-your-own-device (BYOD) supporting vendors. Proactive field service.

3Info-Tech Research Group Vendor Landscape: Field Service Automation Executive Summary Info-Tech evaluated ten competitors in the field service automation market, including the following notable performers: Champions: TOA Technologies, an enterprise-class vendor that is continuously on top of field service market trends. ClickSoftware, a product with exemplary strategic planning tools and comprehensive mobile offerings. Astea Alliance, a vendor that supports complete service lifecycle, with a particularly strong focus on dynamic scheduling and inventory management. IFS Metrix, a vendor with an excellent feature set and a strong architecture. Value Award: TOA Technologies, the vendor that provides most bang-for-buck with its forward-looking functionality and competitive pricing. Trend Setter Award: TOA Technologies, a vendor that introduced a self-learning analytics engine to deliver optimized scheduling and capacity planning. This unique information-powered approach is based on predictive analytics and pattern recognition. 1.Native mobile capabilities are becoming market table stakes. Features such as signature capture, barcode scanning, and photo capture used to be important market differentiators. They are becoming commodity today, as more vendors are leveraging native features of touch and camera-enabled mobile devices. 2. Sophisticated forecasting is the future of field service. Vendors will continue to improve their forecasting and predictive capabilities to optimize scheduling and capacity planning. 3.Collaboration is an important market differentiator. Although tools for text communication between technicians are fairly common, examples of less common features include activity streams and the ability to check the trunk inventory of closest peers. Info-Tech Insight

4Info-Tech Research Group Vendor Landscape: Field Service Automation Market Overview Field service software has been around for a long time, concentrating on dispatch, scheduling, and analytics for optimizing field service operations. Technicians traditionally used ruggedized laptop computers or specialized devices to access their work orders, only occasionally connecting with the back office. In the recent years, wireless internet allowed for real- time integration between technicians and home base. The rise of mobile technologies has further altered the service market, allowing for more technology features than a corporate-issued laptop. Features such as cameras, GPS, and a constant internet connection are becoming table stakes in the mobile devices used for field service. Vendors will continue to embrace the native capabilities of mobile devices, such as voice-to-text, electronic signature capture, and barcode scanning. These are quickly becoming commodity features. Dynamic scheduling and sophisticated forecasting are the future of field service, particularly in industries with complex service needs. Some innovators today are already offering tools that rely on pattern recognition and predictive analytics to optimize dynamic scheduling, as well as demand and capacity planning. This year, Info-Tech found the state of the market unsatisfactory for sophisticated collaboration needs of field service. It is predicted that vendors will continue to add capabilities for technician-to-technician, technician- to-office, and company-to-customer collaboration. Vendors will also improve their knowledge management features; many market players are not yet offering knowledgebases today. How it got here Where it’s going As the market evolves, capabilities that were once cutting edge become default and new functionality becomes differentiating. Activity management capabilities (e.g. time and expense management) have become a Table Stakes capability and should no longer be used to differentiate solutions. Instead focus on features such as collaboration and knowledge management to get the best fit for your requirements.

5Info-Tech Research Group Vendor Landscape: Field Service Automation FSA Vendor selection / knock-out criteria: market share, mind share, and platform coverage Astea Alliance. A well-established field service vendor that supports complete service lifecycle. ClickSoftware. An industry veteran that provides excellent architecture and exemplary dynamic scheduling. High 5. A smaller market player with good inventory and service contract management features. IFS Metrix. A vendor with excellent product focus and a breadth of channel partnerships. Microsoft Dynamics AX. A product with vertical-specific capabilities for a variety of industries. PTC. A vendor with strong global support that acquired Servigistics in Retriever. Popular in Australia and New Zealand, this vendor is currently expanding into North America. ServiceMax. A cloud-only offering built entirely on the Force.com platform. TOA Technologies. An enterprise-class SaaS product that offers information-powered approach to service planning. Viryanet. A vendor with strong scheduling and performance management features. Included in this Vendor Landscape: Mobile technology is changing how field service works. Features such as advanced information capture, location-based services, and scheduling and dispatch affected vendor inclusion in this report. For this Vendor Landscape, Info-Tech focused on those vendors that offer broad capabilities across multiple platforms and that have a strong market presence or reputational presence among mid- and large-sized enterprises.

6Info-Tech Research Group Vendor Landscape: Field Service Automation Criteria Weighting: FSA criteria & weighting factors Vendor is committed to the space and has a future product and portfolio roadmap. Strategy Vendor offers global coverage and is able to sell and provide post-sales support. Reach Vendor is profitable, knowledgeable, and will be around for the long-term. Viability Vendor channel strategy is appropriate and the channels themselves are strong. Channel The three year TCO of the solution is economical. Affordability The delivery method of the solution aligns with what is expected within the space. Architecture The solution is easy and intuitive to use both on traditional and mobile devices for field service. Usability The solution provides basic and advanced feature/functionality. Features Usability Architecture Affordability Product Vendor ViabilityStrategy Channel Reach Product Evaluation Criteria Vendor Evaluation Criteria

7Info-Tech Research Group Vendor Landscape: Field Service Automation Scoring Methodology FeatureBasic/Adv. What we looked for (technician-facing features): Activity Management BasicTimekeeping tools (calendars, time tracking, alerts). AdvancedTravel and expense management. Task completion wizards. Budget control tools. Collaboration BasicIntegrated text communication between technicians (e.g. SMS). Advanced Integrated chat. Videoconferencing between technicians and head office. Ability to cross-check inventory with the closest technicians (trunk check). Activity streams. Information Management and Capture BasicSignature capture. Barcode / QR Code Scanning for quick input of information. Advanced Aided information capture, such as attaching snapshots of the equipment to service history. Text-to- speech capabilities. Ideally, customer has the ability to attach pictures and other binaries to work order. Inventory / Field Parts Management BasicAccess to information about spare parts, tools, and other equipment. Advanced The product covers full service lifecycle with optimized van stocking, equipment purchasing tools, and forecasting capabilities for parts availability. Knowledge Management BasicField workers have access to a basic knowledgebase / content library to assist in service requests. AdvancedAssisted diagnostics. Advanced search and service history on a mobile device. Service Contract Management BasicAccess to customer contract information and SLAs. AdvancedCredit card purchasing and invoicing in the field (contact renewal and in-field upsell). Info-Tech evaluated a range of features: basic points were awarded for table stakes, more for advanced functionality Info-Tech scored each vendor’s features on a granular scale. Vendors were given partial marks for basic and advanced features, summing up to full marks if all the advanced criteria were satisfied. See appendix for scoring methodology.appendix

8Info-Tech Research Group Vendor Landscape: Field Service Automation FeatureBasic/Adv. What we looked for (customer-facing, dispatcher-facing, and manager-facing features): Customer self- service BasicMessages and reminders directly to customers. Customer self-serve portal. AdvancedNotifications through a variety of media, including social websites (e.g. Facebook). Self-diagnosis tools. Globalization BasicSupport for multiple languages. AdvancedSupport for multiple currencies. Location-Based Service BasicUse of GPS to aid in manual or automatic dispatch. Technician using GPS for navigation. Advanced Technician using GPS for navigation. Location tracking of the technician by the front office. Location tracking for inventories. Notifications to customer based on the technician’s proximity. Reports and Analytics BasicCapture and display of relevant service metrics. Advanced Advanced dashboards. Ability to drill down by department, team, individual, etc. Service demand forecasting. Performance management. Scheduling and dispatch Basic Automated and manual scheduling of service appointments and technician scheduling. Scheduling based on some relevant variables such as job classifications, shift schedules, skills, etc. Advanced Advanced rules engine for scheduling. Dynamic scheduling. Management of a blend model of in-house and third-party technicians. Capacity planning. Info-Tech evaluated a range of features: basic points were awarded for table stakes, more for advanced functionality Info-Tech scored each vendor’s features on a granular scale. Vendors were given partial marks for basic and advanced features, summing up to full marks if all the advanced criteria were satisfied. See appendix for scoring methodology.appendix Scoring Methodology

9Info-Tech Research Group Vendor Landscape: Field Service Automation The Info-Tech Field Service Automation (FSA) Vendor Shortlist Toolis designed to generate a customized shortlist of vendors based on your key priorities.Field Service Automation (FSA) Vendor Shortlist Tool Identify leading candidates with the FSA Vendor Shortlist Tool Overall Vendor vs. Product Weightings Individual product criteria weightings: Features Usability Affordability Architecture Individual vendor criteria weightings: Viability Strategy Reach Channel This tool offers the ability to modify:

10Info-Tech Research Group Vendor Landscape: Field Service Automation Appendix 1.Vendor Landscape Methodology: Overview 2.Vendor Landscape Methodology: Product Selection & Information Gathering 3.Vendor Landscape Methodology: Scoring 4.Vendor Landscape Methodology: Information Presentation 5.Vendor Landscape Methodology: Fact Check & Publication 6.Product Pricing Scenario

11Info-Tech Research Group Vendor Landscape: Field Service Automation Vendor Landscape Methodology: Overview Info-Tech’s Vendor Landscapes are research materials that review a particular IT market space, evaluating the strengths and abilities of both the products available in that space, as well as the vendors of those products. These materials are created by a team of dedicated analysts operating under the direction of a senior subject matter expert over a period of six weeks. Evaluations weigh selected vendors and their products (collectively “solutions”) on the following eight criteria to determine overall standing: Features: The presence of advanced and market-differentiating capabilities. Usability: The intuitiveness, power, and integrated nature of administrative consoles and client software components. Affordability: The three-year total cost of ownership of the solution. Architecture: The degree of integration with the vendor’s other tools, flexibility of deployment, and breadth of platform applicability. Viability: The stability of the company as measured by its history in the market, the size of its client base, and its financial performance. Strategy: The commitment to both the market-space, as well as to the various sized clients (small, mid-sized, and enterprise clients). Reach: The ability of the vendor to support its products on a global scale. Channel: The measure of the size of the vendor’s channel partner program, as well as any channel strengthening strategies. Evaluated solutions are plotted on a standard two by two matrix: Champions: Both the product and the vendor receive scores that are above the average score for the evaluated group. Innovators: The product receives a score that is above the average score for the evaluated group, but the vendor receives a score that is below the average score for the evaluated group. Market Pillars: The product receives a score that is below the average score for the evaluated group, but the vendor receives a score that is above the average score for the evaluated group. Emerging Players: Both the product and the vendor receive scores that are below the average score for the evaluated group. Info-Tech’s Vendor Landscapes are researched and produced according to a strictly adhered to process that includes the following steps: Vendor/product selection Information gathering Vendor/product scoring Information presentation Fact checking Publication This document outlines how each of these steps is conducted.

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