Global Enterprise Mobile Operating Trends. For Field Service Management.

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1 Global Enterprise Mobile Operating Trends

2 Introduction Since 2008, ClickSoftware has been collating data supplied by customers looking at the choices that are being made in terms of the mobile operating systems companies are rolling out with staff. This report summarises that data across the vertical markets ClickSoftware customers operate in, and analyses it on a geographical basis. In total, over 200 ClickSoftware customers participated in supplying data for this report over the course of eight years.

3 OS trends since 2008 In 2008, ClickSoftware customers tended to operate across one of two major operating systems. At the time, customers were split as follows: 57% Windows Mobile 43% Windows Today, the market is looking very different. The emergence of the Android OS and the popularity of iphones has seen a gradual but consistent shift in choices enterprise companies are making. That is why ClickSoftware customers are now split between: 67% 19% 15% Android ios Windows Yet the figures today do not tell the whole story. For example, just two years ago, 35% of ClickSoftware customers used ios. Looking at the latest trends with customers, it shows ios has nearly halved in popularity with ClickSoftware customers. In Australia and New Zealand, Windows remains a popular choice with over half of customers, but there are challengers to the crown becoming more popular. In Europe, Windows Mobile is the OS of customer choice for In Australia and New Zealand, Windows is the dominant force with 38% 52% North America has ios as its market leader with In South America, Android completes a clean sweep 58% 100% Key takeaway For global CIOs, this data suggests a hugely fragmented and varying market. For large utility and energy companies in particular, this poses a problem. If they are having to accommodate field service workers in Europe for example, they need to consider using a Windows Mobile-enabled device. Having a flexible approach to which OS is employed across the business is key to ensuring businesses can adapt to regional preferences. Customers that impose one OS over another across all markets will experience difficulties as the data suggests there are significant regional variances in the OS of choice. Smarter businesses will be looking to implement a more agile model that allows for various OS to be used across the company.

4 OS by size of business For customers looking to make a choice about which OS to use with staff, the size of business provides some pointers about which OS is best suited. For our largest customers, those with 5,000-50,000 employees, the dominant OS is Android (57%), ios (39%), Windows (4%). The data highlights that larger businesses, those with perhaps field service operatives working in multiple regions, the availability of Android on multiple devices is the preferable OS in which to make applications available to staff. 61% 27% 12% 57% 39% 04% For ClickSoftware s smallest customers, businesses with 1-50 employees, the most popular OS is Android (61%) Windows (27%) and ios (12%). Again, the availability of devices that operate on Android may be the reason for this, coupled with the fact the cost of hardware to access Android can be dramatically less than choosing an ios enabled device. For smaller businesses looking to grow, the capabilities of the Android platform in addition to less capital expenditure for Android-enabled hardware is proving to be an attractive option. Averaging around 18% of the market share across businesses of all sizes, ios is a consistently popular OS choice, yet with over 400 million iphone units sold since 2008 up until , it is proving to be a more popular choice with consumers than it is with enterprise ClickSoftware customers employees employees employees 61% 48% 42% 27% 29% 34% 12% 18% 16% 00% 05% 08% 500-1,000 employees 1,000-5,000 employees 5,000-50,000 employees 49% 44% 57% 26% 30% 39% 19% 17% 04% 06% 09% 00% 1.

5 Device selection As ClickSoftware customers tend to come from a variety of different industries, with hugely diverse workforces, the hardware they choose to employ can vary widely. Because there are so many considerations to factor in 45% of customers currently offer a Choose Your Own Device (CYOD) scheme. This is where a company provides staff with a range of different pieces of hardware from an approved list and allow the employee to select the device that works best for them. 45% of customers currently offer a Choose Your Own Device (CYOD) scheme. The majority of ClickSoftware s customers, 59%, operate via smartphones, of which we know the majority of those devices run on the Android platform. However, given the diversity of work undertaken, the split after smartphones is far more bespoke to each business. For example, 8% of customers are using PDAs with a further 6% employing rugged PDAs. Indeed 100% of ClickSoftware s customers in the transportation industry use Rugged PDAs. overall customer base transportation industry 59% 8% smartphones PDAs 6% Rugged PDAs 100% Rugged PDAs The opposite is true of more office-based industries such as business services which are split 94% smartphones and tablets, with 6% just using only smartphones. 93% 6% Tablets and smarphones Smarphones only

6 Device selection In the really heavy industries such as diversified utility companies, the hardware split is 61% rugged laptops, 21% laptops, 6% tablets, 6% rugged tablets, 5% smartphones and tablets. 61% 21% 6% 6% Rugged laptops Laptops Tablets Rugged tablets 5% Smartphone & tablets For electric utility companies the split is 44% tablets, 19% smartphones, 16% rugged tablets, 15% rugged laptops, 6% laptops. Meanwhile water utility companies are split 42% tablets, 37% rugged PDAs, 21% laptops. Electric utility s top device is tablets at Water utility s top device is tablets at 44% 42% Globally, ClickSoftware customers display a similar disparity when it comes to the devices businesses are employing. In North America 75% of ClickSoftware customers use smartphones, 11% operate on rugged laptops, 5% on laptops, 5% on tablets, 4% on smartphones and tablets. In Austraila & New Zealand There is a heavy reliance on tablets with 65% of customers using them. In Europe Europe resembles the US market, though only just over half of customers (57%) are using smartphones, 17% laptops, 13% tablets, 6% rugged tablets, 6% rugged PDAs, 1% on rugged laptops. In South America, smartphones is the overwhelming choice for customers with 99% using just them. Key takeaway The data shows a complex picture for businesses looking to roll out new hardware amongst staff. Whilst the functionality of smartphones is ever increasing, there is still room in certain industries for more specialist equipment such as rugged PDAs. Whilst the functions these devices can perform may be less than smartphones, it is generally accepted customers choose these devices for their ruggedness in the working environment, therefore maintaining the market share in certain industries. For global CIOs looking to implement new hardware, they must also consider the regional differences ClickSoftware customers demonstrate. Tablets seem to have found a niche in Australia and New Zealand, and in a market such as Europe, the penetration of smartphones has been far less. We believe the smart businesses moving forward will take heed of the 45% of customers employing a CYOD strategy. With so many variables to take into account, businesses should be giving staff some latitude to select a device that works best for them, and then provide an OS environment which complements the device chosen.

7 Move to the cloud 54% using a cloud solution in 2014 The availability of increasingly sophisticated hardware and regularly maintained OS services, the reliance on traditional business practices is diminishing. One example of this is the migration to the cloud. In 2008, all ClickSoftware customers were using an on premise solution. Of the customers who purchased a ClickSoftware mobile solution in 2014, over half (54%) are using a cloud solution. This trend is particularly apparent in 2014 across many regions. In Australia and New Zealand, 93% of customers have implemented a cloud solution. The trend is also appearing in North America where 53% of customers chose a cloud solution. Regions with highest cloud solution customers 53% 93% North America Australia & New Zealand Regions with the lowest cloud solution customers 3% Europe 2% South America However, it would not be fair to say this has been repeated everywhere. In South America just of 2% customers are on the cloud and this is only marginally larger in Europe at 3% of customers. The reason for this trend is that smaller businesses, those of 1-50 employees, have been quickest to take advantage of the scales of economy cloud technology offers. 78% of ClickSoftware s new customers of this size have chosen to head down the cloud route. Although, for larger organisations where change is harder to implement, Clicksoftware is seeing more and more interest and flexibility to move to the cloud. Key takeaway The next generation of cloud technology, migrating businesses from an on-premises solution, is beginning to gather momentum. At smaller, more nimble customers, we are seeing incredibly rapid adoption rates. Smaller businesses have recognised the opportunity cloud presents by offering them the same scalability of a much larger organisation. This is leading to a more even playing field as smaller businesses now have the access to the kinds of resources traditionally reserved for large enterprise. This development has likely not gone unnoticed at larger businesses, but the ability to implement change decreases depending on the size of the organisation. Whilst smaller businesses can relatively quickly adopt a cloud solution, the same process can sometimes take longer at larger enterprise to mitigate risk, put in place change management policies, and that is all before a sound business case has been made to undergo the upgrade to begin with. Businesses not already on the path to cloud should be building business cases now in order to capitalise on the same opportunities smaller competitors are already enjoying.

8 About ClickSoftware ClickSoftware is a leading provider of automated mobile workforce management and service optimization solutions for the enterprise, both for mobile and in-house resources. As pioneers of the Service chain optimization and The real-time service enterprise concepts, our solutions provide organizations with end-to-end visibility and control of the entire service management chain by optimizing forecasting, planning, shift and task scheduling, mobility and real-time management of resource and customer communication. Available via the cloud or on-premise, our products incorporate best business practices and advanced decision-making algorithms to manage service operations more efficiently, in a scalable, integrated manner. Our solutions have become the backbone for many leading organizations worldwide by addressing the fundamental question of job fulfillment: Who does What, for Whom, With what, Where and When. ClickSoftware delivers superb business performance to service sector organizations of all sizes. The Company is headquartered in the United States and Israel, with offices across Europe, and Asia Pacific. For more information, please visit Follow us on Twitter.

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