Competitor OverviewWebsite: http://www.sap.comYear Founded: 1983HQ: Walldorf, GermanyDescription: Headquartered in Walldorf, Germany, with locations in more than 130 countries, SAP AG is the world leader in enterprise software and software-related servicesCompany Ownership: Publicly traded (NYSE:SAP)Financial Information:In Q1 of 2015, Revenues=

€4.5billion: 11.2%of revenues from Cloud Subscriptions and support , 15.5% ofrevenues from software licenses, 54.6% of revenues from

SoftwareSupport

Gartner OverviewSAP offers solutions for end-to-end FSM, and has several choices for field service scheduling, including SAP Multi-resource Scheduling (MRS), SAP CRM Resource Planning Application (RPA), and SAP Workforce Scheduling and Optimization (WSO) by ClickSoftware. The three mobile products are SAP Work Manager for SAP ERP, SAP CRM Service Manager for SAP CRM, and the native mobile application for SAP Cloud for Service. SAP is one of the largest CRM providers, and has implementations in all major regions of the world. The SAP Cloud for Service mobile app is offered as a native app on iOS (iPhone and iPad), but it has no live customers yet; also, a responsive-HTML5 version is supported on all mobile browsers. SAP Work Manager and SAP CRM Service Manager support full offline capabilities on iOS (iPhone, iPad), Android phones and tablets, Windows laptops, and Windows Phone. SAP Work Manager and SAP CRM Service Manager include licensing for SAP Mobile Platform in order to customize apps as needed.

Strengths • SAP field service is a logical shortlist candidate for SAP ERP and SAP CRM

users (especially high-tech, utilities and industrial customers) that want to deploy field service functionality along with asset management, contracts, warranties and supply chain.

• SAP has a strong investment in core architecture, a worldwide installed base, good corporate profitability, and partnerships with complementary software providers for knowledge management and workforce optimization (MindTouch and ClickSoftware, respectively).

• The company has broad global sales and support. For example, new sales of SAP MRS cover more than 44 countries, and the application can be delivered in 19 different languages. Additionally, the company has a large pool of service provider partners. New sales of SAP MRS and the mobile products have outpaced the market average.

• The vendor has a good vision for many core architecture technologies that are the foundation for next-generation field service applications, including a new mobile platform, predictive analytics based on SAP InfiniteInsight, SAP Visual Enterprise, video communication through a partnership with Genband, and integration with talent management (which it acquired from SuccessFactors). References reported high marks for the company's technical architecture.

Cautions • SAP MRS is not recommended for shortlists wherein the software

environment does not include SAP Business Suite, or if it is not an asset-centric environment. SAP MRS is used in an EAM or project planning scenario rather than field service for about two-thirds of customers. SAP has de-emphasized selling SAP CRM RPA as a field service scheduling option, and now concentrates on SAP MRS and on its partnership with ClickSoftware.

• References reported low satisfaction with the total costs for software and services.

• SAP Cloud for Service (part of SAP Cloud for Customer) now covers field service; however, there are no live implementations, and the only pre-integrated scheduling option is SAP MRS.

FieldOne AdvantagesProprietary Routing Engine• SAP uses ClickSoftware’s routing technology• FieldOne uses their own routing technologyNative Apps for all Major Mobile Platforms• SAP uses HTML5 technology, except for a native SAP

Cloud for Service app only for iOS• FieldOne provides Native Apps for IOS, Android, and

WindowsOne System• Many SAP features require different products and

integration between them• FieldOne has one product that includes all featuresOne Mobile App• SAP has three, separately licensed mobile apps• FieldOne has one, all inclusive, mobile appSMS/IVR• SAP does not offer this functionality out of the box

SAP AdvantagesProven Routing Technology• ClickSoftware’s technology is acknowledged as scalable

and reliableCustomer Base• SAP has a large, worldwide installed base making them

very well-known and makes it easier for them to sell SAP field service to companies already running SAP ERP or CRM.

Easy SAP integration• It is easier to implement complete inventory visibility

across the supply chain with SAP’s ERP systems• SAP has an easy integration between their products like

SAP ERP and CRM software

SAPBATTLE CARD

Capabilities FieldOne SAP

Scheduling and Dispatch

• Real Driving Directions, not point to point• Optimized Routes to meet time windows• Dispatch Technicians• Assignments based on skills• Balancing the Workload• Scheduled service times• Customizable scheduling board based on any criteria• List views, map views, hybrid views • Ability to allocate your people based on requirements and resources with Scheduling

Assistant Based on real time, GPS data

• Drag and Drop Technology when using the scheduling board• Schedule Alerts

Can prevent specific scheduling events (like those triggering overtime), by issuing a warning, or suggesting a way to avoid excess cost

Can be configured by customers• Service Centers

Optimizes scheduling by balancing capacity, skills, working hours and client distance from locations

• Can schedule and manage multiple resources working together on a job• A User can now create “Schedule Alerts” that will be displayed on the Schedule Board and

can be created and related to any record including Contacts, Accounts, Work Orders, Cases

• Schedule Board is has a whole new user interface with new features• Schedule Assistant now has real time mode, where the dispatcher can search for

available resources based on their current location using GPS technology• The dispatcher can put the Schedule Assistant into "overlap" mode which will consider

the schedules flagged as "flexible/anytime" as open and the dispatcher can choose to schedule over these existing movable schedules.

• The Schedule assistant can now be configured to allow enough time at the end of the day for the Field Agent’s drive home

• You can optimize based on skills, service commitments, location, and customer preferences when assigning resources to service demands

• Enables dispatchers to assign the most suitable internal or external resources to address customer service demands.

• Real-time view of resources and project assignments with a user-friendly planning board• “Drag and drop” to update details• Ability to view, analyze, and interpret order data, you can easily match technician skills

to assignments• Automate your field service scheduling processes for residential and commercial

customers• Get organization-wide visibility into workload and capacity so you can more accurately

match personnel qualifications• SAP Multiresource Scheduling

• Promptly assign the best available resource for each job• Schedule the right people and equipment for the right job at the right time • Use visual tools to pinpoint resource availability, location, and suitability• Fulfill service level agreements on time and on promise

Automated Routing

• Balances many different factors when routing (SLAs, route conditions, location, skills, expertise, and customer preferences)

• Uses a FieldOne developed routing engine that uses algorithms to compare potential outcomes

• Support global networks in multiple languages• Manually override automatic scheduling decisions as needed• Street Level Routing (SLR)• View optimized schedules on virtually any mobile device with native apps for all major

mobile platforms• True Cloud on-demand resources including CPU, memory and disk and real-time failover

protection• Optimize the schedules of both employees and partner resources in a single system• Resides in Microsoft Azure data centers meeting all major compliance requirements• The new routing engine admin screen gives the user the ability to set and change routing

engine configuration and rules. • The new Routing Engine can optimize your organization’s schedules continuously or you

can choose to have it optimize routes scheduled for tomorrow, next week, next month, etc.

• You have the ability to have specific routing schedules depending on territory or time of day or year.

• SAP Workforce Scheduling and Optimization by ClickSoftware

Capabilities FieldOne SAP

Service Agreements

• Manage terms and conditions• Apply different billing rates• Manage automated renewals• Track asset location, maintenance needs, and repair history using barcodes or serial numbers• Track warranties against assets• Recurring PM schedules• Special pricing• Agreement, recurring, billing• RMA, RTV, Equipment management

• Can manage entire service contract lifecycles including offers, service agreements and plans, contract-change processes, service-level management, and usage-based contracts

• Time, materials, and other resource usage are tracked through confirmations and available for different billing scenarios

• Contract administrators use contract change processes, like contract renewals or extensions, to execute single or mass contract changes in a simplified and guided way

• Customer entitlement verification enables customers to receive entitled services under warranty or individual contracts

• Complaints processing enables you to capture customer complaints matched with the sold products, services, billing documents, or deliveries with which customers are dissatisfied

• Returns management supports return material authorizations and integrates logistical and financial processes like goods receipt, warehouse inspection, or refund determination

• Warranty claim processing enables you to automatically determine valid entitlements against your suppliers and to reduce costs through reciprocal claims

• SAP CRM for Service• Manage service-level agreements and automatically verify entitlement• Alert agents to proactively engage customers as their contracts near expiration• Support service contracts, including parts-and-labor and usage-based agreements • Manage the entire warranty and claims process, from return merchandise

authorization (RMA) to receipt and inspection.• Coordinate with third-party logistics providers to ensure timely customer credits• Ensure that goodwill allowances are a rare occurrence

Mobile • Native Apps available for iOS (iPhone, iPad, iPod Touch), Android (phones or tablets), Windows Phone, Windows 8.0 and 8.1 RT, and browser versions for all of your legacy mobile platforms

• Central management and development console• Features no code customization• Full Offline capabilities• View and update accounts, contacts, products, work orders, schedules, customer equipment,

leads, opportunities, and activities• Update Personal or Team Schedules• Photo capture for “before and after” job or any other entity• Full mapping and direction capabilities• Attach files to work orders or other entities• Update status and other job related information• Update and complete service tasks• Record materials used (with pricing• automatically applied)• Multi-Currency Support• Multi-Region Support• App based mobile payments• Bar Coding• Employees and partners can set their own working time from within the mobile application or

request time off to be approved by a manager• Can scan or swipe credit cards• Can run SSRS reports• Integrate with SharePoint• HTML5 charts and multiple dashboards• Chat with real-time push notifications • Automatically refresh lists

• HTML5 • Powered by SAP HANA• Mobile access to relevant information, spare parts, and tools they need for on-site service

execution• Provides service order information• Mobile Apps• Customize pre-packaged apps from SAP and over 100 development partners for your

specific needs• Rapidly innovate to deliver user-centric mobile solutions for employees, consumers, and

partners• SAP Work Manager mobile app

• Efficiently install, inspect, maintain, and repair assets in the field• Eliminate paper work• Work to standards• Better visibility and improved analytics by capturing higher quality real-time data• Enables technicians to reference SAP ERP data such as task lists, safety details,

repair histories and bills of materials• SAP CRM Service Manager mobile app

• Real-time visibility into work status, technician location and financial performance• Ensure SLA compliance• Reduce administrative overhead and non-productive working times• Accurate on-site data capturing and shortened billing cycles

• SAP Inventory Manager mobile app• Perform physical and cycle counts quickly• Check availability of materials while on the job• Accept and distribute incoming materials by purchase order• Pre-pick materials and issue, return or transfer goods electronically• Speed receipt and back-order reporting to and from shipping/receiving

Capabilities FieldOne SAP

CRM • Powered by Microsoft Dynamics CRM• Natively integrated with your field service solution to make a single, unified system

• Powered by SAP CRM

Social Collaboration

• Ability to connect using personal and team profiles, directories, org charts, status updates, sharing, liking, commenting, following, groups, document collaboration

• Communicate with Voice, Video, IM, Discussions, or Email including native integration with Skype

• Secure, social foundation across your entire technology landscape so your employees, customers, and partners can collaborate right in the context of where they work

• Collaborate on key projects, issues, and decisions• SAP Cloud for Service• Provide a unified agent experience across all interaction channels – including e-mail,

Web, chat and phone – with multi-channel service ticketing. • Capture complete conversation history in a single place – to maximize agent efficiency • Ensure that cases are always handled by the right person with routing and escalation

rules• Use an integrated feed for instant, efficient collaboration across your enterprise • Crowdsource and share service best practices as well as relevant account information • Connect with your extended team – including sales staff on the road Share in-context

knowledge to support resolution efforts

Inventory Management

• Real-time updates to ensure inventory is accurate• Ability to manage inventory and update stock history for any location• Multi warehouse/ truck• Ability to integrate with an ERP System• Full journalizing• Allocation

• Manage reverse logistics, including returns, repairs, resale/remarketing, and disposal of parts

• Ensure you have parts in the right place at the right time• Run efficient processes, including inbound and outbound processing, distribution, and

storage• Enable back-order processing and expediting• Analyze service-level performance in real time with embedded service parts analytics• Automatic pick, pack, and ship • Support RFID and mobile devices• Monitor your warehouses to improve visibility, tracking, and responsiveness• Implement complete inventory visibility across the entire parts supply chain• Improve parts demand forecasting, including planning for sporadic parts demand• Execute parts lifecycle planning, including supersession• Parts supply analysis and monitoring

Knowledge Base • Provides ready access to product manuals, technical support documentation, maintenance histories, repair notes, announcements

• Single point of access for all information

• Self Service• Create an intuitive online portal that gives customers full access to your

knowledge base – and allows them to create new tickets, track support requests, and find answers right away

• Let your customers access your knowledge base to find answers fast• Equip your service agents with integrated information from your existing knowledge base

so they can respond intelligently and consistently in real time• SAP CRM for Service

• Improve end-to-end customer service and support processes, and access all customer information from one convenient location.

• Access information on service histories, contracts, and service entitlements• SAP Cloud for Service

• Equip your service agents with integrated information from your existing knowledge base

Capabilities FieldOne SAP

Business Intelligence

• Interactive graphical scorecards and dashboards• Variety of tables, charts, and views to visualize data in a way that best suits your

purposes.• Out of the box reports and business user-friendly tools for custom reporting• Sophisticated predictive analysis, segmentation, and recommendation algorithms• Access data from any third party source• Graphic representations of real-time business insights that can be modified and

expanded upon.• Capabilities in data cleansing, deduplication, and profiling functionalities

• Powered by SAP HANA embed analytics across field service to monitor service-level compliance, resource utilization, and service costs and profitability.

• Powered by SAP HANA provide deep insight into the complete service contract lifecycle including service-level compliance, service contract revenue, cost, and profitability

• Powered by SAP HANA provides analysis support across the entire complaints, returns, and depot repair process, including complaint trending and complaint ratio analysis.

• Predictive Modeling• automate the building of sophisticated predictive models for every data mining

function imaginable• Use the application’s automated analytics engine and data mining capabilities on

your data stored in SAP HANA.• Transform the results of applied predictive modeling into stunning, advanced

visualizations • Get individual variable contributions for every predictive model, simulation, and

score of a specific business question – in real time• Provide a modeling environment for open-source R-based algorithms

• Business Projects• Optimize business processes by embedding reports into applications• Share personalized, interactive reports with users on any device• Securely distribute reports off any data source, both internally and externally• Design interactive, high impact dashboards• Give users easy access to trusted KPIs – for improved business performance

• SAP Cloud for Service• Gain real-time insight into your team’s customer service performance with

powerful analytics and easy-to-use dashboards. • Track real-time service performance with pre-built dashboards • Use pre-built reports to track response times, handle times, priority, and

escalation trends • Dig deeper into data using a Microsoft Excel add-in • Gain greater insight with access to SAP Business Warehouse analyses

Employee Tracking • FieldOne Sky TraQ can allow field agents to share their current location real time with all stakeholders and send alerts when in route to job site using Glympse technology.

• SAP can track employees

Automated Communications (IVR)

• Schedule an SMS or IVR (Interactive Voice Response) activity and set a send time

Portals • Partner Portals• Partner access to relevant functionality• Internal access to all partner activities

• Customer Portals• Customer self service• Customer access to documentation• Targeted messages based on customer’s interests and preferences based on

past transactions

• SAP Enterprise Portal• Gives a full product overview, discussions, documents, articles and blogs• Provides easy access to business processes and information, social collaboration

and content management across various consumption channels

Technology FieldOne SAP

Platform • Microsoft Dynamics xRM Framework• Native connection to Microsoft Outlook, Office, Office 365, Microsoft SharePoint, Windows Azure,

Skype• Multi-currency capability• Available in more than 41 languages

• SAP NetWeaver technology platform• Enables the composition, provisioning, and management of SAP and

non-SAP applications across a heterogeneous software environment.

Configuration • Point and click customizations• Central mobile development tool

Mobile Technology • No code customizations• Uses point click interface

• Security Capabilities• No middleware

• Mobile Device Management Tools• Divide mobile devices into groups and apply different security rules

• Mobile Application Management Tools• Lock the application remotely with just one click• Wipe out data from the app remotely• Business hour restrictions

• HTML5 • Powered by SAP HANA

Deployment Options • True Cloud Deployment• Dedicated cloud on Microsoft Azure and multi-tenant cloud through Microsoft Dynamics CRM

Online• On-Premise Deployment• Hybrid Deployment

• Cloud Deployment• SAP HANA cloud platform• Supported by Amazon Web Services

• Hybrid Deployment• On-Premise Deployment

Infrastructure • Microsoft xRM platform has been benchmarked at 150,000 concurrent users• Multi-tenant offers a 99.9% uptime SLA• Microsoft guarantees external connectivity at least 99.95% of the time

• Amazon Web services has hundreds of thousands of customers in more than 190 countries

Integration • Integrated platforms include:• SAP R/3• mySAP• SalesForce.com• Oracle ERP (Siebel)• Oracle CRM• Dynamics AX• Dynamics NAV• Dynamics GP• Dynamics SL

• Ability to integrate with SAP products• Ability to integrate with Oracle• Ability to integrate to SalesForce• SAP Cloud for Service ERP integration

• Get easy access to real-time back office information – for the big picture insights you need to make the best possible customer service decision, every time.

• Access complete customer history including recent orders and payment records

• Synchronize master data for consistency across customer, contact, and product information