Competitor OverviewWebsite: http://www.servicemax.comYear Founded: 1999HQ: Pleasanton, CADescription: “ServiceMax is the only complete field service software solution helping companies of all sizes manage contracts, scheduling, and parts, while also providing solutions for social, portals, and analytics — all delivered in the cloud to any mobile device.”Company Ownership: Privately HeldFinancial Information: ServiceMax has raised more than $121 million to date

Competitor’s Solution Offering(s):• Express (5-50 Users)• Enterprise (Mid – Large Enterprises)• Unlimited (Global Enterprises/Complex Needs)

Gartner OverviewServiceMax is built on the Salesforce platform, and is one of only a few field service applications that was, from the start, built on the cloud with a multitenant architecture. The company offers a broad service suite in several editions: Express, Enterprise and Unlimited. Backed by leading venture capital firms — such as Emergence Capital, Trinity Ventures and Mayfield, as well as by Salesforce — the company has raised more than $121 million to date. ServiceMax currently offers native iPad and iPhone apps, as well as HTML5 mobile Web apps for other platforms. The company is moving toward a hybrid app for Android smartphones and tablets, leveraging the Apache Cordova container, by late 2014. The company also has a newly updated Windows laptop client app that uses its hybrid technology. Support for Windows RT and Windows Phone is not planned for now.

Strengths ServiceMax's SaaS subscription model will be enticing to service

managers who are operating with limited access to a capital budget. The architecture is based entirely on Salesforce's development environment, and ServiceMax has a close business connection to Salesforce, which gives ServiceMax close ties to core functionality. The relationship also raises ServiceMax's profile, giving it access to leads and partnerships with Tier 1 service providers.

Sales execution has far outpaced the market, and the company has signed more new customers in the past 12 months than any other vendor in this Magic Quadrant. ServiceMax also is credited with upselling nearly 100% of its client base. In addition, the company has seen a high level of demand for mobility, with its mobile apps being purchased as part of nearly every new deal. User reference satisfaction was higher than average in nearly all areas of software and services.

The company has displayed a compelling vision of the future of field service, including the use of bleeding-edge technologies such as drones and 3D printing. It supports this vision through investments in customer engagement programs (that is, customer ride-alongs), Field Service University (an internal training program that all employees must complete to familiarize themselves with the field service market), continued investment in analytics, and improvement of its customer service metrics.

The company has expanded its partnership network for implementation. Cautions The advanced scheduling optimization engine, OptiMax, needs further

development to reach parity with best-of-breed scheduling applications, and we've seen only a few deployments of several thousand technicians. The company decided to speed up time to market through a partnership with ServicePower, but this was too newly established to evaluate in time for this Magic Quadrant

The company's traction outside North America (and, to some extent, EMEA) is limited, although some of this is the result of tremendous growth and attention in the U.S.

Users reported that the total cost of ownership is not as low as one might expect for a SaaS-based solution. This is mostly because: (1) Salesforce remains one of the higher-priced CRM solutions; (2) ServiceMax needs to pass on some of the costs; and (3) configuration and implementation services are still required, despite ServiceMax being a SaaS solution.

FieldOne AdvantageFlexible Deployment

• ServiceMax requires Salesforce and has to be deployed on the Salesforce Public Cloud

• FieldOne can be deployed On Premise, on Microsoft’s CRM Online Cloud, on Microsoft’s Azure Cloud, or in a hybrid architecture.

Superior Infrastructure• ServiceMax must be deployed on the Salesforce cloud

which provides no SLA protection.• FieldOne is deployed on the Microsoft Cloud which offers

a comprehensive SLA featuring 99.9% uptime or the customers own infrastructure

Native Apps for all Major Mobile Platforms• ServiceMax provides a native app for IOS and Android

devices but only HTML-5 for Windows.• FieldOne provides Native Apps for IOS, Android, and

Windows.SMS/IVR

• ServiceMax does not offer this functionality out of the box.

Development Platform• ServiceMax is built on the less developer-friendly

Force.com platform and requires specialized skills • FieldOne Sky is built on the develop-friendly Microsoft

Dynamics xRM platform and requires standard skillsAutomated Routing Engine

• ServiceMax is in the process of fazing out their original routing engine (OptiMax), and replacing with ServicePower’s technology (Linx for ServicePower)

ServiceMax AdvantagesMarket Presence

• ServiceMax is the market leader in the Gartner Magic Quadrant

Customer Base• ServiceMax has a large and diverse client base

Proven Routing Technology• ServicePower’s technology is acknowledged as scalable

and reliable.Strong Integration

• ServiceMax has partnered with PTC to provide a seamless integrated product with PTC’s IoT platform called ThingWorx.

ServiceMaxBATTLE CARD

Capabilities FieldOne ServiceMax

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

• Self-Scheduled• Interactively Scheduled• Fully automated “optimization”• Dispatch Technicians• Rich, interactive and highly configurable dispatch console• Drag-and-drop work order assignments• Find the right technician for selected work orders based on territory or proximity• Adjust work order criteria directly from the Dispatch Console• Set up pre-defined rules to automatically assign technicians based on…

• Skills• Expertise levels• Proximity to the job• Driving distances to work orders

• Out-of-the-box integration to Google Maps• Automatically dispatch and assign work orders to service partner resources based on

pre-defined partnership terms• Prioritize assignments based on customer priority, part availability, or service request

priority• View optimized schedules on virtually any mobile device• Work Order Management

• Ability to work with or without internet connection• Capture actual time and expense items and generate service reports or pro-

forma invoices for customer signature• Provide real-time SLA counters on the work order• View and track service teams, partner service teams and corresponding

territories• Capture actual time and expense items and generate service reports or pro-

forma invoices for customer signature• Advanced Technician Search enables dispatchers to use multiple variables and

qualification criteria to find technicians who are best suited for each job including level of expertise and certifications, to soft skills and preference, technicians are automatically ranked

• Dispatchers can also specify overhead time

Capabilities FieldOne ServiceMax

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.

• ServiceMax Linx for ServicePower• Industry’s only “always on”, continuous workforce optimization solution• Continuously optimizes various types of jobs, including more complex jobs, preventive

maintenance, multi-stage jobs that require sequencing and other service level agreements (SLAs) that may span multiple time periods

• Drip feed scheduling-update of the schedule to the technician/engineer once he or she completes the previous job

• Schedules parts• “Travel matrix” technology pre-calculates expected travel times• Improved workforce optimization capabilities to assist with managing non-work

technician activities, break time, and holiday scheduling through • OptiMax

• Automates schedule optimization, assigning each technician the optimum work orders• View optimized schedules on virtually any mobile device• Multi-skill technician matching engine• Intelligently schedules parts• Street Level Routing (SLR)• Optimizes scheduling for both employees and partners in the same system• Drip feed scheduling-update of the schedule to the technician/engineer once he or she

completes the previous job

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

• Contracts and Preventive Maintenance Critical contracts and entitlement data is accurate, available anywhere, and visible to

the right parties throughout the service delivery lifecycle Field service team can also identify and communicate new sales opportunities Installed Base Management Full access to contacts, cases, installed products, location information, service level

agreement (SLA) details, work order history, work order status, warranty and entitlement information

Track and manage installed products for each customer by individual component, serialized part level or revision level across locations

Countdown clocks based on SLA terms specific to the customer• Case Management• Entitlements and Warranty

• Comprehensive, automated entitlement verification – product, location, named contact, availed & remaining services

• Perform an entitlement check anywhere• Track and change warranties and service contracts at a customer, site, product and

component level• Manage automatic service contract/warranty renewals

• Service Plans• Create and manage service packages centrally with standardized pricing and travel

policies• Manage the service contract lifecycle – author, quote, activate, renew, cancel• Support for multiple product & labor price books• Define service level agreement (SLA) tiers with defined response & resolution times• Automatic calculation of work order line pricing based on contract• Manage automatic service contract renewals• Automatic pro-forma invoice creation for contract and service billing

Capabilities FieldOne ServiceMax

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

• Native apps for iPhone and iPad and Android• HTML5 apps are available for other devices• Remotely request parts, capture time and material details, accept or reject work

assignments, record work details and status changes, and setup follow up activities• Configure once, deploy anywhere• Store & forward capabilities• Advanced data validation during data entry• Capture service details while onsite• iPhone and Android

Native App Barcode Scanning Quick access to customer contact info and one-click dialing hands-free GPS navigation Calendar view of work orders and associated tasks that can be dynamically

changed Real-time automated pricing

• Only iPhone Self-dispatch; Online search; Troubleshooting resources; Form fill; Multiple SFM views and usability enhancements; AirPrint for SmartDocs-technicians will be able to immediately print a service

report while still on-site Attachments and sharing capabilities

• iPad Native App Single sign on (SSO) and OAuth 2.0 Accessible customer and product data including entitlement verifications,

customer history, location, contacts, product service history, repairs, and warranties

Calendar view of work orders and associated tasks that can be changed Route planning and step by step driving directions Supports attachments right to the work order Ability to take a photo/video of the equipment with the iPad’s camera while on

site and upload Support for long-term projects and multi/all-day events; AirPrint support; ServicePulse, an easy way to collaborate around service topics; Sync reports; Data purge; Advanced conflict resolution Real-time collaboration and problem resolution via ServicePulse and FaceTime

Capabilities FieldOne ServiceMax

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

• ServicePulse • Powered by Salesforce.com’s Chatter platform• Provides all the valued features of enterprise social networking,• including profiles, status updates, sharing, liking, commenting, following, groups,

document sharing, and trending• Real-time, secure communication and collaboration across the organization • Field techs can post questions or photos, and troubleshoot with others• Includes a ticker, a real-time streaming update of your business• Machine to machine communication• Product Pulse• Remotely monitor devices for notifications of a service problem before the customer does

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 inventory data for all types of parts transactions

• Handle large volumes with ease via batch entitlement checks and barcode-enabled receipts, moves and shipments

• Order parts or log the use of a part in the field using a mobile device

• Manage forward and reverse logistics for all types of parts and product transactions, including returned merchandise authorizations (RMAs), field replaceable unit (FRU) returns, exchanges and repairs

• Inventory and Depot Repair

Manage inventory data for all types of parts transactions including parts requests, return material authorizations (RMAs), stock adjustment or stock transfer

Provide service partners a real-time view into inventory, and the ability to request/ship parts and initiate/close parts transactions

• Parts Logistics

Ability to feed parts availability and location information back into the field service scheduling process

Advanced lookup filters for both their own trunk stock, as well as nearby technicians and depots

• Reverse Logistics

Model and manage complex distribution networks to manage returns Analyze return volumes and trends Set up complex routing rules to automatically speed returns through multiple

depots and locations

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

• Single point of access for all information

• Customers direct visibility to their work orders, case details and service history• Allow partners' teams to view work orders, inventories and entitlements

Capabilities FieldOne ServiceMax

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

• Full integration between Salesforce.com’s technology and ServiceMax• “One source of customer truth”• From Salesforce.com's Sales Cloud and Service Cloud

Contacts Accounts Opportunities Cases

• From ServiceMax Work Orders Parts Orders Contracts

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

• Reporting & Dashboards• Define and setup reports for any type of functional entity• Includes work-orders, technician skills or parts movement• Create and customize dashboards that can contain any number of reports and

charts• Embed reports and dashboards onto any page of the ServiceMax application• 70+ pre-defined reports and two-dozen pre-built dashboards• Customize with drag and drop interface

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.

• Out-of-the-box integration to GoogleMaps, to geographically view the locations of technicians and current routes in real-time

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

• Customer Communities• Let customers create their own service requests• Give customers direct visibility to their work orders, case details and service

history• Partner Communities

• Dispatch work orders directly to service partners online• Track all partner activities• Real-time insight into the state of their operations

Technology FieldOne ServiceMax

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

• Integration with PTC’s IoT platform called ThingWorx for one seamless integrated product

• Infinity Framework• Easily integrates via APIs to the enterprise software already in your environment• Support for 14 languages• Service Flow Manager (SFM)

• Organizations can integrate their business processes directly into ServiceMax through an intuitive drag-and-drop interface

• Service Quality Index (SQI)• Tracks field service performance based on a company's specific goals and

metrics tailored to their business strategy• Insights Engine

• Continuously analyzes and organizes field performance and usage data to deliver clear, actionable insights and provide new SFM solutions to help you reach your target SQI

Configuration • Point and click customizations• Central mobile development tool

• Easily configurable interface allows them to make changes to their customized implementation in a matter of hours instead of days or weeks.

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

• Mobile apps are native for iOS and Android, but HTML5 for Windows.

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

Dynamics CRM Online• On-Premise Deployment• Hybrid Deployment

• ServiceMax only provides a cloud solution using the SalesForce1 platform

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.

• SalesForce1 platform• Integrates the Salesforce.com Service Cloud• Complete service life cycle solution in one technology platform• Tried and tested by more than 78,000 customers worldwide across a range of industries• SalesForce1 cloud does not provide a guaranteed SLA

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

• Integration with PTC’s ThingWorx platform• ServiceMax Linx for QuickBooks

• Connects ServiceMax to your QuickBooks system• Generate pro-forma invoices that can be presented by the technician for

electronic signature while on site• Automatically create estimates and invoices in QuickBooks from ServiceMax

work order details• mobile access to product and service pricing, quoting and contract information• The accounting team has the ability to view dashboards and analytics