IFS Service Management
Helping you deliver your perfect moment of service. The most comprehensive, connected service management solution on the market with the broadest scope of service capabilities in the industry.
Today, customer expectations are higher than ever before, and service organizations are expected to deliver successful outcomes while navigating an uncertain and unpredictable landscape. Customers expect exceptional, frictionless service for every interaction—regardless of the complexity of the assets you service, the technicians in the field, or the supply chain that delivers parts and replacements.
To meet these customer expectations, you need a service management solution that's engineered to master complexity. With IFS, you get the most comprehensive, connected service management solution on the market with the broadest scope of service capabilities in the industry, backed up with the deepest level of execution.
Key Benefits
Improve and optimize complex service operations
Enable and empower your field organization
Strengthen and expand customer relationships
Simplify and streamline supply chain management
Protect and maintain operational and serviceable assets
Be prepared. Stay connected.
Complete Service Lifecycle Management
IFS offers the most complete service lifecycle management solution available to help you master the complexity of your business from end to end.
Optimized Planning & Scheduling
Field Service Management
Customer Engagement
Remote Assistance
Work Order Management
Intelligent Asset Monitoring
Depot Repair
Performance Management
Reverse Logistics
Warranty & Contract Management
Service Parts Management
Service Pricing & Billing
IFS Customers Achieve Real Results
Simple Planning and Forecasting
IFS planning and forecasting capabilities enable you to analyze your decisions before you execute on them, giving you the ability to visualize and control your future by answering questions and providing best-case solutions before they become issues.
Planning Capabilities
- Establish resource requirements for recruitment
- Perform cost-saving territory and skill rebalancing
- Produce accurate bidding costs for new contracts
- Assess future training needs via skill recommendations
- Achieve better alignment of resource to demand locations
Optimized Scheduling
- Resource modelling & planning
- Target-based scheduling
- Travel time & routing optimization
- Appointment booking
- Reporting & analytics
Predictive Field Service Analytics
Next Generation Workforce Management
IFS Mobile Workforce Management connects your back-office operations and administration to all your activities in the field. Get real-time access to data for unparalleled situational awareness and operational efficiency.
Managers
Operational reports and interactive dashboards provide accurate and current insights to key performance indicators, providing direct line of sight to how the business is doing—down to each individual worker and job.
Dispatchers
Receive, assign, and monitor short and long-cycle, as well as complex work orders based on work and worker locations, availability, skill sets, and job duration. Geospatial, tabular, to fully automated scheduling and dispatching capabilities.
Field Workers
Integrated mobile maps and GIS data layers with support for all types of utility field activities. Smart workflows to reduce data entry errors and inputs. Work seamlessly online or offline.
Real-Time Remote Service
IFS Remote Assistance helps you and your customers remotely install, service, diagnose, maintain and repair assets. Through augmented collaboration, product experts can lend their experience to your field staff and customers through merged reality.
Seamless Multi-Channel Customer Engagement
Simplify complex customer service to deliver faster, smarter service through multiple contact channels. By combining an omni-channel contact center with customer relationship management in a single, configurable, AI-powered agent desktop, support staff are empowered to deliver rapid service however complex the request.
Omni-channel Contact Center
However customers choose to contact you, IFS Customer Engagement allows you to deliver a seamless customer experience. Customers are connected to the best skilled agent to deal with their request, irrespective of channel.
Customer Service CRM
Getting the best from your contact center means giving agents a simple, intuitive desktop application that brings together all the relevant, contextualized information they need in one place.
Self-service, AI and Virtual Agents
Our pioneering natural language processing (NLP) module enables service centers to offer the self-service options customers demand while relieving agents of repetitive time-consuming tasks.
Appointment Assistance
IFS Appointment Assistant offers advanced automation, giving your customers real-time updates on service visits and alerts for technician approach or delays. It also offers the ability to upsell your services.
Intelligent Asset Monitoring
Gain the efficiency, speed and agility needed to effectively monitor asset performance, predict asset failure, and supply the most up-to-date information to the field. Advanced asset monitoring technologies empower you to establish a level of service above and beyond fixing individual pieces of equipment.
IFS Intelligent Autonomous Service
IoT Connected Equipment
Real-time asset connectivity
Predictive Maintenance
ML predicts faults and performance degradation
AI-Supported Optimization
Generates service schedules from predicted maintenance
First-Time Fix Prediction
ML predicts probability of failed first-time fix
Autonomous Work Order
Provides automated service request
Intelligent Knowledge Management
ML provides contextual information for complete asset picture
Work Order Management
Create workflow rules specific to business requirements that automatically trigger appropriate data updates and follow-up activities.
- Manage priorities and entitlement verification
- Handle incidents and problems
- Parts management and technical support escalation
- Dispatch and scheduling
- Multi-day, multi-stage, multi-resource tasks
Performance Management
IFS Service Management consolidates your key data using the IFS Lobby user interface with real-time data in a high-level view.
- Monitor service practice and serviceable assets
- Robust, clean graphical format
- Customizable to support specific needs
- Targeted insight for key KPIs
- Avoid escalations, save time and money
Reverse Logistics
Manage all reverse logistics business processes from Return Material Authorizations (RMAs) for advance exchange and repair return, to receiving, routing, repairing, packaging, shipping and billing.
- Manage your repair process
- Manage returns more effectively
- Put assets back in customers' hands seamlessly
- Multi-channel visibility across depots and warehouses
- Evaluate repair efficacy in real-time
Service Parts Management
Create the perfect balance between inventory and service levels with tools to minimize inventory levels, ensure first-time-fix (FTF), and enhance supply chain visibility.
- Advanced parts management with alternates & chains
- Smart procurement with multiple delivery channels
- Reverse logistics to depot repair vendors and OEMs
- Detailed logistic transactions log
- Mobile logistic synchronizations
- Multi-channel oversight for parts anywhere
The Convergence of Service, Projects and Assets
With the momentum toward delivering outcomes and the increased focus on predictive maintenance, the lines between service management and asset management are becoming blurred. IFS provides a single platform able to address the complex mixed-mode use cases arising from this convergence.
Single source of truth
Through all of your service and enterprise operations
Scalable
To the size, scope, and different use cases of your business
Fully end-to-end
Out of the box and natively ready to integrate
Complete Project Lifecycle Management
- Customer relationship management, bidding and estimating
- Project planning and risk management
- Contract change management
- Engineering and design
- Procurement and sub-contract management
- Construction, installation, and commissioning
- Project cost control and progress control
- Asset handover to service and facilities management
Robust Asset Lifecycle Management
- Comprehensive asset register/repository
- Structured failure management (SFM, FRACAS, FMECA)
- Date, event and condition-based maintenance
- Reliability centered maintenance (RCM)
- IoT with configurable workflows
- Integrated risk management
- Embedded quality assurance (NCR, CAPA)
- Mobile execution including sub-contractor portals
About IFS
IFS develops and delivers enterprise software for companies around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. Within our single platform, our industry specific products are innately connected to a single data model and use embedded digital innovation so that our customers can be their best when it really matters to their customers—at the Moment of Service.
The industry expertise of our people and of our growing ecosystem, together with a commitment to deliver value at every single step, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,000 employees every day live our values of agility, trustworthiness and collaboration in how we support our 10,000+ customers.
Ready to Transform Your Service Operations?
Let ESS help you implement IFS Service Management and deliver your perfect moment of service.