SAP
BATTLE CARD
Competitor Overview
Website: http://www.sap.com
Year Founded: 1983
HQ: Walldorf, Germany
Description: Headquartered in Walldorf, Germany, with locations in
more than 130 countries, SAP AG is the world leader in enterprise
software and software-related services
Company 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% of
revenues from software licenses, 54.6% of revenues from Software
Support
Gartner Overview
SAP 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
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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.
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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,
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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.
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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.
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References reported low satisfaction with the total costs for software and services.
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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 Advantages
Proprietary Routing Engine
• SAP uses ClickSoftware’s routing technology
• FieldOne uses their own routing technology
Native 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 Windows
One System
• Many SAP features require different products and integration
between them
• FieldOne has one product that includes all features
One Mobile App
• SAP has three, separately licensed mobile apps
• FieldOne has one, all inclusive, mobile app
SMS/IVR
• SAP does not offer this functionality out of the box
SAP Advantages
Proven Routing Technology
• ClickSoftware’s technology is acknowledged as scalable and
reliable
Customer Base
• SAP has a large, worldwide installed base making them very wellknown 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
Capabilities
FieldOne
Scheduling and
Dispatch
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Automated Routing
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SAP
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
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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.
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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
SAP Workforce Scheduling and Optimization by ClickSoftware
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
SAP
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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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Can manage entire service contract lifecycles including offers, service agreements and plans, contractchange 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
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
CRM
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Powered by Microsoft Dynamics CRM
Natively integrated with your field service solution to make a single, unified system
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Powered by SAP CRM
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
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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
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SAP
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Inventory
Management
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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
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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
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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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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
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Capabilities
FieldOne
Business Intelligence
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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, deduplication, and profiling functionalities
SAP
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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.
Automated
Communications (IVR)
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Schedule an SMS or IVR (Interactive Voice Response) activity and set a send time
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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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
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SAP can track employees
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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
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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SAP
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SAP NetWeaver technology platform
Enables the composition, provisioning, and management of SAP and non-SAP
applications across a heterogeneous software environment.
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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HTML5
Powered by SAP HANA
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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
Cloud Deployment
• SAP HANA cloud platform
• Supported by Amazon Web Services
Hybrid Deployment
On-Premise Deployment
Infrastructure
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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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Amazon Web services has hundreds of thousands of customers in more than 190
countries
Integration
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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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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
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Deployment Options
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