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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>
5.1 KiB
5.1 KiB
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
- E-commerce checkout flow — Oxio saw 6x conversion (20→120 signups/day)
- Auto travel time on scheduling (we have Mapbox, just need to display it)
- One-tap status updates for techs (en route → working → completed)
- Color-coded work orders by type/priority on scheduler
- Equipment auto-assignment during service provisioning
- 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 |