docs: competitive analysis — Gaiia, Odoo, Zuper, Salesforce, ServiceTitan

Full feature matrix comparing 6 FSM platforms with Gigafibre.
Gaiia (YC, $13.2M) is the primary comparable — ISP-specific OSS/BSS.

Key insights:
- Gaiia charges per-subscriber; Gigafibre is self-hosted (free)
- Our dispatch UX already exceeds Gaiia's public features
- Biggest gaps: customer portal, online checkout, mobile tech app
- Quick wins: auto travel time, tech status updates, SMS notifications

Priority roadmap ordered by ROI for a 2-10 tech ISP operation.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>

docs/COMPETITIVE-ANALYSIS.md

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+# Competitive Analysis — ISP Field Service Platforms
+
+## Gaiia (gaiia.com) — Primary Comparable
+
+Canadian-founded (2021), YC-backed, $13.2M Series A (Inovia Capital, June 2024).
+40+ ISP customers. "First operating system designed for ISPs."
+
+### Modules vs Gigafibre Status
+
+| Gaiia Module | What it does | Gigafibre Status |
+|---|---|---|
+| **Workforce & Scheduling** | Drag-drop scheduler, live map, GPS tracking | Done (dispatch PWA) |
+| **Field Service App** | Native iOS/Android, status updates, photos, routing | PWA exists, needs mobile features |
+| **Billing & Revenue** | Invoicing, proration, multiple subs, tax | ERPNext handles (basic) |
+| **Customer Management** | CRM, device tracking, communications | ERPNext Customer + Service Equipment |
+| **Customer Portal** | Self-service, plan changes, tickets | Not built |
+| **Online Checkout** | E-commerce signup, address validation, auto-schedule install | Not built |
+| **Inventory & Fulfillment** | Equipment lifecycle, auto-assignment, shipping | Service Equipment doctype (basic) |
+| **Network Monitoring** | Site visibility, incident → ticket | Oktopus CE deployed |
+| **Properties (MDU)** | Unit management, split billing | Not needed yet |
+| **Reporting & Analytics** | Dashboards, penetration rates | Not built |
+| **Workflow Builder** | No-code visual automation | n8n deployed |
+
+### Key Gaiia UX Patterns to Adopt
+
+1. **E-commerce checkout flow** — Oxio saw 6x conversion (20→120 signups/day)
+2. **Auto travel time** on scheduling (we have Mapbox, just need to display it)
+3. **One-tap status updates** for techs (en route → working → completed)
+4. **Color-coded work orders** by type/priority on scheduler
+5. **Equipment auto-assignment** during service provisioning
+6. **Proactive customer SMS** when tech is en route
+
+### What Gigafibre Does That Gaiia Doesn't (publicly)
+
+- Custom drag-drop timeline (not just Gantt)
+- Lasso multi-select for batch operations
+- Undo/redo system on all operations
+- Circular progress ring on map markers (workload visualization)
+- Crew grouping badges
+- Real-time WebSocket GPS (not polling)
+- Auto-dispatch algorithm with weighted criteria
+- Route optimization via Mapbox Directions
+
+---
+
+## Full Industry Comparison Matrix
+
+| Feature | Gaiia | Odoo FS | Zuper | Salesforce FS | ServiceTitan | Gigafibre |
+|---|---|---|---|---|---|---|
+| **Target** | ISP-specific | General | Telecom focus | Enterprise | Home services | ISP custom |
+| **Pricing** | Platform+per-sub | Free CE / $30/user | ~$50/user | ~$200/user | ~$300/mo+ | Free (OSS) |
+| **Self-hosted** | No | Yes | No | No | No | Yes |
+| **Drag-drop dispatch** | Yes | Yes | Yes | Yes | Yes | Yes |
+| **GPS real-time** | Yes | Limited | Yes | Yes | Yes | Yes (WebSocket) |
+| **Route optimization** | No public | Basic | Yes | Advanced | Basic | Yes (Mapbox) |
+| **Mobile tech app** | Native | Web | Native | Native | Native | PWA |
+| **Offline mode** | Unknown | Limited | Yes | Yes | Yes | Planned |
+| **Barcode scanning** | Unknown | Yes | Yes | Yes | No | Planned |
+| **Equipment tracking** | Yes (lifecycle) | Yes | Yes | Yes | Basic | Yes (EQP doctype) |
+| **Subscriptions** | Yes (ISP-native) | Yes | Yes | Yes | Basic | Yes (SUB doctype) |
+| **Customer portal** | Yes | Yes | Yes | Yes | Yes | Not yet |
+| **Online checkout** | Yes (6x conversion) | No | No | No | No | Not yet |
+| **MDU management** | Yes | No | No | No | No | Not yet |
+| **Network monitoring** | Yes | No | No | No | No | Oktopus CE |
+| **Billing automation** | Yes (ISP-native) | Yes | Via partner | Via partner | Yes | ERPNext |
+| **Workflow builder** | Yes (visual) | No | No | Yes (Flow) | No | n8n |
+| **SLA management** | Unknown | Yes | Yes | Yes | No | Planned |
+| **CRM** | Built-in | Built-in | Via partner | Built-in | No | ERPNext |
+
+---
+
+## Strategic Positioning
+
+### Gigafibre's Advantage
+- **Self-hosted / sovereign** — data stays on your servers
+- **No per-subscriber fee** — Gaiia charges per subscriber, costs scale with growth
+- **Full ERP integration** — ERPNext gives accounting, HR, inventory for free
+- **Custom UX** — dispatch board is more advanced than Gaiia's (lasso, undo, auto-dispatch)
+- **Open source** — can be offered to other ISPs as a product
+
+### Gigafibre's Gaps (vs Gaiia)
+- **Customer portal** — highest impact gap for subscriber experience
+- **Online checkout** — acquisition channel (Gaiia's 6x stat is compelling)
+- **Mobile tech experience** — native app > PWA for field work
+- **Billing proration** — ISP-specific billing logic (mid-cycle changes)
+- **Auto travel time** — easy win, we have all the data
+
+### Build Priority (ROI-based)
+
+| Priority | Feature | Why | Effort |
+|---|---|---|---|
+| 1 | **Auto travel time on schedule** | Low effort, high dispatcher value | 1 day |
+| 2 | **Tech mobile workflows** (status, photos, notes) | Core field experience | 3-5 days |
+| 3 | **Customer SMS notifications** (Twilio) | Customer experience | 2 days |
+| 4 | **Equipment scan + track** (barcode camera) | Inventory accuracy | 3 days |
+| 5 | **Customer portal** (self-service) | Reduce support calls | 1-2 weeks |
+| 6 | **Online checkout** (e-commerce signup) | Revenue growth | 2-3 weeks |