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Reflections and Notes from InnovationPower 2014

Written by Marne Martin | September 25, 2014

As the rooms fell silent after our recent customer event – InnovationPower – I took some time to reflect on where ServicePower is as a business – where we are now and where we once were -, the positive comments our customers are making, and the difference we make in the overall market where the pace of technology is fast, and so therefore is the pace of change within field service. Our very deep enterprise experience across large enterprises and with all major ERP and CRM solutions differentiates ServicePower, against even the technologies taken in-house by the likes of Oracle and SAP.

Today, the field service leader position really requires the vendor to be able to handle predictive intelligence, conditional scheduling, have a solid mobility product and do intraday optimization rather than only batch optimization. Intra-day and real-time optimization have been increasingly demanded from the market for many years. And yet, ServicePower remains one of the few vendors who can really handle this as a standard part of our products. Too many vendors still believe that automating the scheduling process by simply assigning a service event into an existing gap on the schedule is sufficient. It isn’t and this approach creates a very limited ROI.

Batch optimization was a flavor of our capabilities which we stopped marketing many years ago given the fast pace of the larger enterprises where intra-day optimization is required. That being said, in a cloud product, we are bringing back batch scheduling to compete more directly on a SAAS basis with our cloud-only competitors that are targeting the SMB market, which requires limited optimization due to the need to accommodate multiple sources of jobs throughout the day.

Our recent user forum, held last week, was inspiring. We and our guest speakers presented trends in the industry and our accomplishments as a company to some of our largest, and most long-term client partners. I think all agreed that the pace of change and investment in 2014, plus the roadmap for the rest of this year and 2015, position ServicePower as a strong and credible solution for the longer term, especially as the market moves and evolves, taking advantage of and harnessing connected machine data to drive proactive, preventative service models. The challenge of course is how we move ever faster.

We are driving technological feature-function capabilities in our products, increasingly selling our connected services platform, and gaining momentum in the combination of our scheduling, mobility and leading M2M capabilities. Part of this is facilitated with the integration and business logic layer of Smart Scheduling Broker. Likewise, we are standardizing on Amazon Web Services, moving to a unified technology stack to standardize and optimize integrations and usability, and implementing a common data model and schema-less design.

We are also evolving as a software provider by moving increasingly to SAAS. ServicePower started with SAAS as early as ten years ago, yet has retained the flexibility to also sell on an on-premises or private hosted basis as the largest enterprises benefit from lower total cost of ownership frequently with those pricing models.

At the same time, we are making choice in deployment options a reality. We provide large enterprises the option – for the first time - of managing a hybrid or combined labor model with one software provider and one field service management structure. No other field service competitor can offer this.

ServicePower is one of the top field service players. We offer the sophistication of our platform capabilities which enables us to support many enterprise verticals, and a variety of customers, across the globe. While some of the trends like M2M will take time to develop commercially, what ServicePower can do in terms of its connected services platform, and driving value in a broad range of verticals on a SAAS or license basis, is magical.

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