Brochure Service Management

IFS ENTERPRISE
SERVICE

MANAGEMENT™

SERVICE-CENTRIC ERP

IFS HELPS

PREPARE FOR WHAT'S NEXT

The most successful enterprises know how to adapt to, and embrace, what’s next
in their market. IFS Applications™, IFS Field Service Management™, IFS Enterprise
Operational Intelligence™ and IFS Maintenix help make our customers’ businesses
so agile they can view what’s next not as a threat to be managed but an opportunity
to be seized.

IFS SOLUTIONS:
• Are built on industry standards, so you aren’t locked into a proprietary technology
• Have a modular architecture so you can quickly add, adapt, scale and integrate
as you need to
• Are so user-friendly you will be using the rich functionality in no time
• Offer you greater visibility into your business to spot what’s next early
• Give you greater knowledge of how your business needs to adapt
• Provide greater flexibility to take the necessary action to make change happen

ERP DESIGNED FOR
SERVICE COMPANIES

Maybe you’re in oil & gas, energy & utilities, construction & contracting, or manufacturing. Maybe you’re an
independent service provider. One thing is certain; dealing with the challenges of tomorrow requires you to be
agile and adaptable today.
ADD SERVICE. ADD VALUE.
How can one of the biggest, busiest airports in the world light up its facilities without buying a single light bulb?
It’s simple—it purchases ‘light as a service’ from a leading manufacturer and has reduced energy consumption
by 50% into the bargain. By offering more than just light bulbs, the manufacturer offered a service and in the
process has established a closer, longer-term, higher value relationship with its customer.

Whatever industry you’re operating in, optimized, extended service is key to connecting with your customers
and meeting their expectations. Businesses and customers today have a decreasing desire to accumulate
products and parts and are more driven to establish a comprehensive solution to their business challenges—
whether they operate just around the corner or on the far side of the globe, more than ever they are focused on
achieving an outcome.

Let’s look at some of the challenges you might face—and how IFS Enterprise Service Management™ helps
you meet them.

3

WHAT’S HAPPENING
OUT THERE?

Change as a challenge is not new, especially in the realm of service. What is new,
however, is the speed at which change hits us and the way its approaches us from so
many new angles. Innovation, resource optimization, transparency are all familiar
business requirements, but add globalization and a growing need for immediate
operational insight and the challenges can appear insuperable. They’re not, of course,
but they need the right business software to turn them into profitable opportunities.

GLOBALIZATION RESOURCE UTILIZATION
Perhaps one of the most striking aspects of the With labor being the biggest cost driver for most
service business is its rapid growth over the past service companies, utilizing the workforce more
five or ten years. Small service companies have efficiently is a major opportunity to improve bottom
grown into large, professional global operations—and line results. With powerful software support the
being able to plan globally, but act locally, is just one ability to achieve lean operations is greater than ever
of the many challenges brought on by this development. before. For instance, tight routing as a planning
constraint to reduce environmental impact can be
A single product combining best-of-breed solutions balanced against SLA performances.
with a complete suite of component-based ERP soft-
ware, IFS Enterprise Service Management is developed IFS Enterprise Service Management features
with exactly this in mind. So wherever you decide to planning and scheduling optimization (PSO) functionality
set up a new business, IFS’s service solutions can that enables you to optimize the way you utilize your
follow. And our industry-specific competence is resources—in the office or in the field—improve SLA
available worldwide. handling and obtain leaner operations.

SERVICE INNOVATIONS OUT OF THE OFFICE, BUT IN THE KNOW
Think back on your business five years ago. Then Being able to capture data and access information
imagine five years ahead, and you’ll see that your wherever you are, for instance out in the field, is key
business is changing, shifting modes and disciplines for any ambitious service organization—but often
over time. more easily said than done. The end users set the
rules, which means that the system must be easy,
Perhaps today, one workforce is on the road, fast and fun to learn and use. IFS Enterprise Service
executing their daily tasks. Another one is working on Management, with its state-of-the-art user interface,
site on a larger project. And in the back office, a is designed with this in mind—and our intuitive,
centralized call center is being set up. mobile solutions can dramatically enhance the
efficiency of your operations.
Adapting to ever-changing customer demands
is absolutely vital for anyone who wants to remain So, regardless of the trends that influence your
competitive and the utilization of new service innova- business—globalization, standardization, outsourcing,
tions can be what sets you apart. IFS Enterprise collaboration or lean operations—there’s a solution
Service Management provides both the agility and the that helps you turn challenges into profits.
innovations you need to be able to change and grow—
constantly exceeding your customers’ expectation.

4

AN END-TO-END SOLUTION
FOR BEST PRACTICE

IFS Enterprise Service Management covers the entire needs of any company that regards
service as a profit center and core competency. Added to service management standards
(call handling, contract management, field service etc.) are solutions that help you manage
projects, installed base assets, documentation, and parts in a single integrated solution.
In addition, support for core functions across the business such as financials, supply
chain, procurement and manufacturing mean that your entire operation can be managed
in a single, fully integrated enterprise-wide system. Enterprise operational intelligence
(EOI) functionality enables you to digitally twin your operations so you can make business
decisions based on up-to-the- minute information about job completion, changes, and
disruptions. And as the solution is component-based, you can add functionality as your
operational needs require.

BUSINESS PROCESSES ORDER OPERATIONS RESOURCE SERVICE CUSTOMER
MARKETING & ENTRY SCHEDULING DELIVERY SUPPORT
SALES

APPLICATION SOLUTIONS

OPERATIONAL INTELLIGENCE

SERVICE CONTRACTS CALL HANDLING FIELD SERVICE REPAIR CENTER WORKFORCE MANAGEMENT
Contract Quotation Case Management Dispatch & ETA RMA return Dynamic Schedule Optimization
Coverage and SLAs Customer 360 View Job Tracking/Routing Advanced Exchange Resource Planning & Forecasting
Pricing, Pro-Rata, Entitlements Appointment Booking Parts & Labor Loaners Capacity/Performance Analysis
Preventive Maintenance Plans Knowledge Management Meter reading Refurb Interactive Dispatch Board
Invoice & Billing Rules Workflow Rules eForms & Surveys Ship/Receive/Pick Mapping/GPS/Traffic
Renewals, Evergreen, Escalations Online/offline Reverse Logistics Competence Management
Seasonal Revision Customer Self-Service Pictures, Videos Warranty Recovery Time & Attendance
Control & History Notes Repair Workflow

PROJECT MANAGEMENT INSTALLED BASE ASSET MANAGEMENT

Project Planning Work Breakdown Structure Project Accounting Progress Billing Serial Tracking Complex Product Structure
Estimating Equipment Rental Budget & Forecasting Revenue Recognition Lifecycle Management Multi-level Warranty

Finance & eInvoice Collaboration Document Management

Spare Part Management, Inventory & Van stock Procurement Manufacturing

5

ENTERPRISE SERVICE
MANAGEMENT THE ROUTE
TO SERVICE EXCELLENCE

THE POWER OF SOFTWARE USABILITY With our mobility solutions, you can create reports or
The tools we use to run our business are supposed work orders wherever you are. You can capture infor-
to enhance our productivity. But all too often, we wind mation about time spent, spare parts, purchase req-
up spending a lot of time struggling to use these very uisitions, expenses and costs—whenever you need it.
tools. That is why IFS, with our focus on user produc- And you can keep track of not only your field opera-
tivity, is taking simple and intuitive usability to new tives’ departure and arrival times, but also of such
heights. things as technical characteristics and measure-
ments related to machines and equipment.
In fact, we have made our technology as easy to
use as surfing the web or using a smartphone. Simple So isn’t it time you took advantage of the latest
and effective tools for navigating, searching, and technology in terms of operational efficiency? We think it is.
performing actions remove the biggest time wasters
associated with enterprise software. We’ve combined A QUICKER ROUTE TO PROFITABILITY
all this with features such as collaboration and per- Every minute a service engineer spends en route
sonalization and wrapped it all up in an attractive between jobs is a minute that could have been spent
design that encourages use and enhances productivity. adding value. Now, imagine if your system could
In other words, if you’ve ever browsed the Internet, visualize the quickest possible route or alert you if
you’ll feel right at home with IFS Enterprise Service jobs are in jeopardy of missing an SLA. Then imagine
Management. that this information is available to the service
engineer who’s on the road. Sound good? Well, with
STAY AHEAD. GO MOBILE. IFS Enterprise Service Management, it’s a reality.
At IFS, we are firm believers in cross-fertilization—an
approach that has enabled us to introduce a number Combining information from work orders with map
of innovative solutions specifically developed to meet data makes it possible to visualize job planning
our customers’ demands. One example is our solu- according to available resources and, of course, the
tions for mobility. customer’s needs. As you can imagine, this trans-
lates directly into benefits such as improved resource

6

utilization, lower fuel consumption and, not least, a With IFS Enterprise Service Management you can
higher level of service. monitor precisely how your business is performing
and follow up on your strategies. The inherent trans-
In other words, if you’re looking for a quick return parency of the entire solution means you see how
on investment, IFS Enterprise Service Management is you meet your targets and where you need to make
one investment guaranteed to find its way back home. adjustments if you are falling short. Equally, you
will be able to see how well the strategy is working,
SERVICE EXCELLENCE THROUGH RESOURCE and improve your ability to exceed your customers’
OPTIMIZATION expectations.
Imagine if there were a magic button that automati-
cally could do the scheduling for you. Well, we have That’s not just business intelligence. It’s also
good news for you—there is. And when you’re in con- smart.
trol of scheduling constraints, IFS Enterprise Service
Management can boost your service business to even WHAT DOES THE FUTURE HOLD?
higher levels of service excellence. Service management software from IFS puts you
firmly in command of your operations today—and
Let’s say that the SLA requires a response time of prepares you for what’s next. Just around the corner
8 hours. A certain skill is identified, the positions of lie a number of challenges that will change the service
all technicians and jobs are known and the spares industry. Some are already doing so.
required are checked. Using that data, the resource
optimization engine optimizes scheduling for you— For example, had you heard of digital twins or
making sure that the right skill is at the right place at considered augmented reality as a business enabler
the right time. Automatically. five years ago? In no time at all, they’ll be business-
critical tools that help you realize your full service
Talking about return on investment—the scheduling potential, in part by enabling your customers to do
engine is right on spot. more themselves. By providing them with the means
to do so, you enhance customer engagement and
INFORMATION AT YOUR FINGERTIPS improve customer satisfaction. Also, artificial intelli-
In many organizations, decision-making is becoming gence (AI) will change the nature of the service desk,
more and more decentralized, which increases the lightening the load for busy back-office teams and
need for updated and accurate information throughout ensuring you are ready to handle the demands of
your organization. omni-channel customer engagement.

With its built-in enterprise operational intelligence With the right service management software, the
functionality, IFS Enterprise Service Management future becomes part of the present as you more easily
provides just that—the information you need, intuitively connect your business to what’s next.
displayed, when and where you need it. Right at your
fingertips. The workbench shows the
scheduling proposal from
the optimization engine in
Enterprise Explorer

7

ABOUT IFS En1704-3 Production: IFS Corporate Marketing, August 2018.

IFS develops and delivers enterprise software for customers
around the world who manufacture and distribute goods,
maintain assets, and manage service-focused operations. The
industry expertise of our people and solutions, together with
commitment to our customers, has made us a recognized leader
and the most recommended supplier in our sector. Our team of
3,500 employees supports more than 10,000 customers world-
wide from a network of local offices and through our growing
ecosystem of partners.

For more information about IFS, visit IFSworld.com

AMERICAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +1 888 437 4968
ARGENTINA, BRAZIL, CANADA, ECUADOR, MEXICO, UNITED STATES
ASIA PACIFIC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +65 63 33 33 00
AUSTRALIA, INDONESIA, JAPAN, MALAYSIA, NEW ZEALAND, PHILIPPINES, 
PR CHINA, SINGAPORE, THAILAND
EUROPE EAST AND CENTRAL ASIA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +48 22 577 45 00
BALKANS, CZECH REPUBLIC, GEORGIA, HUNGARY, ISRAEL, KAZAKHSTAN,
POLAND, RUSSIA AND CIS, SLOVAKIA, TURKEY, UKRAINE
EUROPE CENTR AL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +49 9131 77 340
AUSTRIA, BELGIUM, GERMANY, ITALY, NETHERLANDS, SWITZERLAND
EUROPE WEST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +44 1494 428 900
FRANCE, IRELAND, PORTUGAL, SPAIN, UNITED KINGDOM
MIDDLE EAST AND AFRICA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .+971 4390 0888
INDIA, SOUTH AFRICA, SRI LANKA, UNITED ARAB EMIRATES
SCANDINAVIA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +46 13 460 4000
DENMARK, NORWAY, SWEDEN
FINL AND AND THE BALTIC AREA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +358 102 17 9300
ESTONIA, FINLAND, LATVIA, LITHUANIA

IFSworld.com

COPYRIGHT © 2017 INDUSTRIAL AND FINANCIAL SYSTEMS, IFS AB. IFS AND ALL IFS PRODUCTS AND SERVICES NAMES ARE
TRADEMARKS OF IFS. ALL RIGHTS RESERVED. THIS DOCUMENT MAY CONTAIN STATEMENTS OF POSSIBLE FUTURE
FUNCTIONALITY FOR IFS’S PRODUCTS AND TECHNOLOGY. SUCH STATEMENTS ARE FOR INFORMATION PURPOSES ONLY AND
SHOULD NOT BE INTERPRETED AS ANY COMMITMENT OR REPRESENTATION. THE NAMES OF ACTUAL COMPANIES AND
PRODUCTS MENTIONED HEREIN MAY BE THE TRADEMARKS OF THEIR RESPECTIVE OWNERS.

IFS AB©2018