ViryaNet Spotlight Report

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  • Published: December 18 2013
ViryaNet, a field service management (FSM) software provider, helps organizations continuously improve and optimize their field service processes for their mobile workforces. Read this spotlight report on ViryaNet, and find out how the vendor’s comprehensive FSM solution and performance management methodologies help field service companies address conflicting business objectives and achieve effective and business goal–oriented resource management.

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Company Background

Headquartered in Westborough, Massachusetts, United States, ViryaNet has been in operation since 1988 providing field service management (FSM) software. Its main goal is to help organizations optimize and allow for the continuous improvement of service processes for mobile workforces. ViryaNet offers a comprehensive FSM solution comprising the technology and services needed to support service organizations’ requirements for effective and business goal-oriented resource management.

ViryaNet has offices in the United States and Israel and customers around the world (Australia, Austria, Brazil, Canada, Czech Republic, Ecuador, France, Germany, Italy, Mexico, the Netherlands, Poland, Romania, Singapore, South Africa, Spain, Turkey, United Kingdom, and the United States). To date, the vendor has acquired more than 60 customers—and 35,000 users—across a wide range of industries, including energy providers, telecommunications, water utilities, health care and insurance, municipalities and government, general service providers, and retail/facilities management.

To achieve its goals, ViryaNet collaborates with technology, implementation, and original equipment manufacturer/reseller partners that are interested in integrating a mobile workforce management (WFM) best-of-breed solution into broader enterprise suites. ViryaNet G4, the flagship product of ViryaNet, has the ability to integrate with a large number of enterprise software suites such as Oracle, SAP, Microsoft, Salesforce, IBM Maximo, etc. 

The field service area sees fierce competition, as FSM software is critical for customer experience. ViryaNet’s main competitors are Astea, ClickSoftware, Oracle, ServiceMax, and TOA Technologies. Its competitive advantage resides in the vendor offering a system that has been specifically designed for business performance management. In addition, as revealed in detail throughout this report, ViryaNet offers a series of services that are intended to help its customers take full advantage of its software product. 

ViryaNet’s future plans include extending its outreach into other regions such as South America and Eastern Europe, where companies appear to be ready to adopt technology that helps them automate and optimize schedules as well as more accurately measure the performance of their workforce. In addition, utilities companies in these regions are moving from outdated systems to smart meter systems and need mobile WFM solutions to more efficiently manage their field workers.

The Road to Addressing Conflicting Business Objectives

ViryaNet’s relationship with customers incorporates the notion that many service organizations are not meeting their goals and not improving year-over-year, when managing the mobile workforce and striving to achieve customer satisfaction at reduced cost. Service organizations usually struggle with aspects such as first-time fix, workforce utilization, time to resolution, and workforce productivity.

When starting the mobile WFM journey with the customer, the vendor wants to unveil the customer’s maturity in the market it serves as well as its position in fulfilling customer satisfaction at reduced cost. ViryaNet aims to detect any obstacles that get in the way of meeting these demands.

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