TOA
BATTLE CARD
Competitor Overview
Website: http://www.toatech.com
Year Founded: 2003
HQ: Beachwood, OH
Description: We provide a state-of-the-art mobile workforce
management solution that runs 99.996% of the time, requires no
installation or maintenance, is completely configurable, does not have any
associated license fees and delivers a new paradigm for managing people
in the field.
Company Ownership: Acquired by Oracle and added to the Oracle
Service Cloud
Key Verticals
• Cable and Telecommunications
• Home Healthcare Services
• Utilities
• Retail
• Home Services
Gartner Overview
TOA is a best-of-breed field service optimization vendor based solely in the cloud. The
company identified SaaS as an underserved space in field service, and has executed
well in filling the gap. The company's products include ETAdirect Enterprise, ETAdirect
Professional (for the midmarket) and ETAworkforce for Salesforce users. The core
scheduling engine consists of complex scheduling algorithms that include the ability to
conduct predictive routing and service. TOA provides an HTML5-based mobile Web
app that incorporates key mobile capabilities, such as local storage with offline
persistence, camera access, signature capture, forms and the ability to add other
extensions. TOA, along with Telefónica, is continuing to roll out one of the largest field
service deals we've seen across several countries. (Oracle closed its acquisition of TOA
Technologies in September 2014, which was after the evaluation period for this Magic
Quadrant. As such, the companies were evaluated separately. ETAdirect will be part of
Oracle Service Cloud, and will assist the ERP and CX cloud solution sets.)
Strengths
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TOA exhibited year-over-year growth of more than 45% in annual recurring
revenue, and 50% in the number of customers. The company has shown strong
growth in Latin America above the industry average. User references reported
higher-than-average satisfaction scores in nearly all areas of software and
services.
ETAdirect Professional, the company's midmarket offering, can be deployed
with minimal professional services work in a shorter-than-average
implementation time.
The company has worked directly with Oracle for integration with Oracle
Service Cloud, and is establishing partnerships with other enterprise vendors,
including Salesforce, Siemens, IBM and Accenture. Additionally, the company
released advanced configuration capabilities for customers as well as service
providers.
TOA offers a drag-and-drop editor as part of its mobile application; the editor
allows customers to make adjustments and customize the application without
the need for professional services. Changes offer a consistent user experience
across any mobile device because of the responsive HTML5 technology.
Cautions
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A majority of the revenue is still from telecommunications companies (including
cable and satellite providers); however, the percentage is continuing to
decrease year over year as the company sells into new vertical industries.
TOA is not a good fit for companies seeking a broader service suite with
functionality elements that are typically found in ERP or CRM.
TOA is not appealing to companies that prefer on-premises deployments of
FSM solutions.
FieldOne Advantages
Flexible Deployment
• TOA only provides a cloud solution deployed on the Oracle Service
Cloud
• FieldOne can be deployed On Premise, on Microsoft’s CRM Online
Cloud, on Microsoft’s Azure Cloud, or in a hybrid architecture.
End to End Solution
• TOA does not manage contracts and has limited inventory capabilities
• FieldOne provides a full, end to end solution including contracts and
inventory
Native Apps for all Major Mobile Platforms
• TOA uses HTML5 technology
• FieldOne provides Native Apps for IOS, Android, and Windows.
Built in CRM
• TOA does not have a built in CRM
• FieldOne is built on Microsoft Dynamics CRM
TOA Advantages
Market Presence
• TOA is a market leader in the Gartner Magic Quadrant
Proven Routing Technology
• TOA’s technology is acknowledged as scalable and reliable.
Customer Base
• TOA had a large and diverse client base and now has access to
Oracle’s large customer base
Easy Oracle Integration
• Oracle Field Service Cloud Service has strong integration with the
Oracle CX (Customer Experience) Cloud and Oracle ERP
Capabilities
FieldOne
Scheduling and
Dispatch
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Automated Routing
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Oracle Field Service Cloud Solution (TOA)
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
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Based on real time, GPS data
Drag and Drop Technology when using the scheduling board
Schedule Alerts
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Can prevent specific scheduling events (like those triggering overtime), by issuing a
warning, or suggesting a way to avoid excess cost
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Can be configured by customers
Service Centers
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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
• Hub for technician, work order, and service-level-agreement management with predictive view of
current and future work activity
• Real-time view of the field with multiple displays including Gantt charts, maps, and lists
• On-screen exception management
• Drag-and-drop job reassignment
• Detailed information on each job and technician
• Accurate view of how much work can be completed each day based on available resources and skills,
work zones, and work types
• Minute-by-minute display of capacity
• On-the-fly quota adjustment
• Map visualization of available capacity
• Capacity-based booking enablement
• Uses precise time measurements of employees completing real tasks in the field, and can predict with
98 percent accuracy how long each field event will take,
• Limit certain types of appointments during peak business times, or add cost-effective contractors
during busy season or high-demand times.
• Adjust quotas to prioritize certain types of work.
• See how much capacity is available by region, shift, or over the entire enterprise at the click of a button.
• Real-time location tracking
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
• Time-based, predictive, self-learning routing engine powered by a genetic algorithm
• The solution can predict with 98 percent accuracy when a field event will occur, and how long it will
take—including the time it takes an employee to park, walk to the job site, clear security, and complete
other day-to-day activities that affect scheduling
• Job assignment based on service-level agreements (SLAs), skills, location, availability, and individual
performance patterns
• The solution creates a “work fingerprint” that recognizes each person’s unique skill set and availability
and determines the best employee or team for every job.
• Batch, dynamic (drip feed), and hybrid work order assignment
• On-demand filters for job reassignment
• Schedule re-optimization throughout the workday
• Simultaneous routing plans for different parts of the organization supported
• Routing visualizations for displaying and comparing multiple plans
• Oracle Field Service Routing Cloud Service technology is self-learning, it considers every job in terms of
the historical time people actually take to complete a task, including important variables such as drive
time, work time, and breaks.
Capabilities
FieldOne
Service
Agreements
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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
CRM
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Powered by Microsoft Dynamics CRM
Natively integrated with your field service solution to make a single, unified system
Mobile
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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
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Oracle Field Service Cloud Solution (TOA)
• Service level agreement (SLA) management
• HTML5, Browser-based mobile application, accessible on any device
• Ability to provide and capture all work details
• Intuitive, configurable user interface, including WSIWYG form editor
• Real-time access to work orders, driving directions, and collaboration tools
• Full availability offline
• Signature- and photo-capture capabilities
• Instant access to the latest version of the application
• The application displays as much or as little information to mobile employees as you like, whether they
are full-time or third-party resources.
• Create or edit forms with an easy-to-use “what you see is what you get” (WYSIWYG) editor.
• When mobile employees indicate that a job is started or completed via their mobile device, the system
uses that data to continue learning how each individual does work.
• When unexpected events occur, Oracle Field Service Mobility Cloud Service allows employees to make
adjustments to the time needed to complete an appointment, and alerts dispatchers in real time.
Capabilities
FieldOne
Social Collaboration
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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
• Automatic connections between users based on contextual and location-based information, so
employees always know who is nearby or who is most appropriate for the task
• Context-driven chat between any system users
• Virtual help desk functionality
• Secure, role-based communications
• Communication logs and time stamps to preserve a record of all field interactions
• If an employee needs a piece of equipment, a specialized tool, or the knowledge of an experienced
colleague, contextual chat automatically connects them to the most appropriate person based on
location, job type, or required skills.
• An instant-message style chat function allows field employees to connect with each other, share
information, and reassign work with drag-and-drop ease
• With the solution’s virtual help desk interface, mobile employees can resolve issues on their own,
instantly
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
• Ability for employees to accept inventory transfers and job reassignments with the click of a button
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Provides ready access to product manuals, technical support documentation, maintenance histories,
repair notes, announcements
Single point of access for all information
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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, de-duplication, and profiling functionalities
• Oracle Field Service Core Manage Cloud Service also offers powerful reports to help you assess
performance and spot trends in real time
• View critical metrics as charts, graphs, or gauges
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Inventory
Management
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Knowledge Base
Business Intelligence
Oracle Field Service Cloud Solution (TOA)
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• Inventory and trunk stock tracking
Ability to integrate with Oracle’s Knowledge Management product, which is also in the Oracle Service
Cloud
Capabilities
FieldOne
Employee Tracking
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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.
• A comprehensive view of there source’s geo-location and planned route
• Real-time map view of all resource locations
• Timely geo-fencing alerts
• GPS trace of resource routes throughout the day
• Visual alerts for noncompliant routes and activities
• Integrations with either vehicle installed or mobile device location services
• Multiple geo-location feeds for a single technician
• You can also track contract or seasonal employees inexpensively through their mobile devices for the same
standard of compliance and efficiency as full-time resources
Automated
Communications (IVR)
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Schedule an SMS or IVR (Interactive Voice Response) activity and set a send time
• Automated communication with customer before, day of, and post appointment
• Outbound and inbound messaging capabilities
• Multichannel communication options including text, e-mail, voice, and web
• Automated post appointment surveys
• Configurable workflow based on unique business needs
Portals
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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
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Oracle Field Service Cloud Solution (TOA)
Technology
FieldOne
Platform
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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
Configuration
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Point and click customizations
Central mobile development tool
Mobile Technology
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Service Cloud Platform
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Easily manage both the customer and agent experience
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Extensible development tools and open standard-based integrations
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
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Powered by HTML5
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Can only be deployed on the Oracle Service Cloud, which is a part of the Oracle CX
(Customer Experience) Cloud
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True Cloud Deployment
• Dedicated cloud on Microsoft Azure and multi-tenant cloud through Microsoft Dynamics CRM Online
On-Premise Deployment
Hybrid Deployment
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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.
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The infrastructure is backed by industry-leading compliance certifications with
guaranteed service-level agreements on performance.
Money back guaranteed SLAs
• More than 2.5 billion customer interactions per year
• More than 10.2 billion database transactions per week
• Nearly 1 billion answers viewed annually
• More than 1 billion contacts on 150 terabytes of storage
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Integrated platforms include:
• SAP R/3
• mySAP
• SalesForce.com
• Oracle ERP (Siebel)
• Oracle CRM
• Dynamics AX
• Dynamics NAV
• Dynamics GP
• Dynamics SL
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Deployment Options
Infrastructure
Integration
Oracle Field Service Cloud Solution (TOA)
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Strong integration with Oracle Service Cloud and Oracle ERP
Oracle Service App Builder Connect PHP API delivers open standards-based APIs
that rapidly and cost-effectively integrate the Service Cloud into:
Desktop applications for email and Microsoft Office integrations
Backend systems for return merchandise authorization, enterprise resource
planning, and e-commerce integration
Telephony integration
Cloud application integrations
Web for search engine integration
Knowledge syndication
Social network mashups