fe8e3116bc
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>
98 lines
5.1 KiB
Markdown
98 lines
5.1 KiB
Markdown
# Competitive Analysis — ISP Field Service Platforms
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## Gaiia (gaiia.com) — Primary Comparable
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Canadian-founded (2021), YC-backed, $13.2M Series A (Inovia Capital, June 2024).
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40+ ISP customers. "First operating system designed for ISPs."
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### Modules vs Gigafibre Status
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| Gaiia Module | What it does | Gigafibre Status |
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|---|---|---|
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| **Workforce & Scheduling** | Drag-drop scheduler, live map, GPS tracking | Done (dispatch PWA) |
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| **Field Service App** | Native iOS/Android, status updates, photos, routing | PWA exists, needs mobile features |
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| **Billing & Revenue** | Invoicing, proration, multiple subs, tax | ERPNext handles (basic) |
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| **Customer Management** | CRM, device tracking, communications | ERPNext Customer + Service Equipment |
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| **Customer Portal** | Self-service, plan changes, tickets | Not built |
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| **Online Checkout** | E-commerce signup, address validation, auto-schedule install | Not built |
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| **Inventory & Fulfillment** | Equipment lifecycle, auto-assignment, shipping | Service Equipment doctype (basic) |
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| **Network Monitoring** | Site visibility, incident → ticket | Oktopus CE deployed |
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| **Properties (MDU)** | Unit management, split billing | Not needed yet |
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| **Reporting & Analytics** | Dashboards, penetration rates | Not built |
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| **Workflow Builder** | No-code visual automation | n8n deployed |
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### Key Gaiia UX Patterns to Adopt
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1. **E-commerce checkout flow** — Oxio saw 6x conversion (20→120 signups/day)
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2. **Auto travel time** on scheduling (we have Mapbox, just need to display it)
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3. **One-tap status updates** for techs (en route → working → completed)
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4. **Color-coded work orders** by type/priority on scheduler
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5. **Equipment auto-assignment** during service provisioning
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6. **Proactive customer SMS** when tech is en route
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### What Gigafibre Does That Gaiia Doesn't (publicly)
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- Custom drag-drop timeline (not just Gantt)
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- Lasso multi-select for batch operations
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- Undo/redo system on all operations
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- Circular progress ring on map markers (workload visualization)
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- Crew grouping badges
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- Real-time WebSocket GPS (not polling)
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- Auto-dispatch algorithm with weighted criteria
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- Route optimization via Mapbox Directions
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---
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## Full Industry Comparison Matrix
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| Feature | Gaiia | Odoo FS | Zuper | Salesforce FS | ServiceTitan | Gigafibre |
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|---|---|---|---|---|---|---|
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| **Target** | ISP-specific | General | Telecom focus | Enterprise | Home services | ISP custom |
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| **Pricing** | Platform+per-sub | Free CE / $30/user | ~$50/user | ~$200/user | ~$300/mo+ | Free (OSS) |
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| **Self-hosted** | No | Yes | No | No | No | Yes |
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| **Drag-drop dispatch** | Yes | Yes | Yes | Yes | Yes | Yes |
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| **GPS real-time** | Yes | Limited | Yes | Yes | Yes | Yes (WebSocket) |
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| **Route optimization** | No public | Basic | Yes | Advanced | Basic | Yes (Mapbox) |
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| **Mobile tech app** | Native | Web | Native | Native | Native | PWA |
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| **Offline mode** | Unknown | Limited | Yes | Yes | Yes | Planned |
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| **Barcode scanning** | Unknown | Yes | Yes | Yes | No | Planned |
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| **Equipment tracking** | Yes (lifecycle) | Yes | Yes | Yes | Basic | Yes (EQP doctype) |
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| **Subscriptions** | Yes (ISP-native) | Yes | Yes | Yes | Basic | Yes (SUB doctype) |
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| **Customer portal** | Yes | Yes | Yes | Yes | Yes | Not yet |
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| **Online checkout** | Yes (6x conversion) | No | No | No | No | Not yet |
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| **MDU management** | Yes | No | No | No | No | Not yet |
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| **Network monitoring** | Yes | No | No | No | No | Oktopus CE |
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| **Billing automation** | Yes (ISP-native) | Yes | Via partner | Via partner | Yes | ERPNext |
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| **Workflow builder** | Yes (visual) | No | No | Yes (Flow) | No | n8n |
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| **SLA management** | Unknown | Yes | Yes | Yes | No | Planned |
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| **CRM** | Built-in | Built-in | Via partner | Built-in | No | ERPNext |
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---
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## Strategic Positioning
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### Gigafibre's Advantage
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- **Self-hosted / sovereign** — data stays on your servers
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- **No per-subscriber fee** — Gaiia charges per subscriber, costs scale with growth
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- **Full ERP integration** — ERPNext gives accounting, HR, inventory for free
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- **Custom UX** — dispatch board is more advanced than Gaiia's (lasso, undo, auto-dispatch)
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- **Open source** — can be offered to other ISPs as a product
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### Gigafibre's Gaps (vs Gaiia)
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- **Customer portal** — highest impact gap for subscriber experience
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- **Online checkout** — acquisition channel (Gaiia's 6x stat is compelling)
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- **Mobile tech experience** — native app > PWA for field work
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- **Billing proration** — ISP-specific billing logic (mid-cycle changes)
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- **Auto travel time** — easy win, we have all the data
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### Build Priority (ROI-based)
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| Priority | Feature | Why | Effort |
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|---|---|---|---|
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| 1 | **Auto travel time on schedule** | Low effort, high dispatcher value | 1 day |
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| 2 | **Tech mobile workflows** (status, photos, notes) | Core field experience | 3-5 days |
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| 3 | **Customer SMS notifications** (Twilio) | Customer experience | 2 days |
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| 4 | **Equipment scan + track** (barcode camera) | Inventory accuracy | 3 days |
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| 5 | **Customer portal** (self-service) | Reduce support calls | 1-2 weeks |
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| 6 | **Online checkout** (e-commerce signup) | Revenue growth | 2-3 weeks |
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