DELIVER SERVICE EXCELLENCE
WITH IFS CLOUD
How can IFS Cloud Service Management boost your service excellence and revenue?
With IFS Cloud Service Management, you can optimize your service operations, improve your customer satisfaction, and increase your service revenues. Whether you provide field service, depot repair, or managed services, the IFS Cloud Service Management module can help you deliver service excellence.
7-TIME GARTNER LEADER
IFS Field Service Management has been recognized as a Leader in the Gartner Magic Quadrant for Field Service Management for the 7th time in a row. Gartner placed IFS highest for its Ability to Execute and furthest for Completeness of Vision in the report. This shows that IFS Service Management is a trusted and proven solution that delivers best-in-class service.
Based on the source: Gartner, Inc.
KEY FUNCTIONALITIES:
Planning and forecasting
Utilize advanced analytics and artificial intelligence to plan and forecast your service demand, capacity, and resources, ultimately optimizing your service operations and enhancing profitability.
The planning and forecasting module of IFS Cloud Service Management empowers you to test your ideas before implementation.
Through various 'what-if scenarios', you can predict the outcomes of your actions and select the best course of action, effectively reducing risk and increasing profits of your company.
Plan your crew’s exits and repairs in the most optimal way!
Call and case management
Efficiently handle customer interactions and service requests. Utilize omni-channel communication, automated workflows, and knowledge management for swift and effective service resolution.
Assign and dispatch cases to the appropriate resources, and prioritize them as needed. Manage support levels and keys through support agreements.
Create a knowledge base of solutions with solution management and foster engagement and collaboration with your customers through the B2B customer portal.
Create a knowledge base of solutions through solution management, and actively engage and collaborate with your customers using the B2B customer portal.
Contracts and warranties
With contract and warranty management, you can create and maintain various types of agreements with your customers, including pricing, SLA, coverage schedules, and billing.
IFS Cloud, as an enterprise field service management software, allows you to perform a wide range of maintenance activities, including unscheduled, preventive, recurring, and proactive maintenance.
Additionally, you can manage customer and supplier warranties and verify warranty claims against warranty rules to prevent revenue loss due to inaccurate claims.
Schedule optimization and dispatch
IFS Cloud Service Management Schedule optimization & dispatch is a solution that helps service organizations to plan, execute, and optimize their service delivery.
It uses artificial intelligence, real-time data, and self-learning algorithms to assign tasks to the best available technicians, predict task duration and travel time, and adjust schedules dynamically. It also provides tools for managing parts, online appointments, exceptions, mapping, and collaboration.
IFS service management software aims to reduce costs by increasing first time fix rates and SLA hit rates for your service business, improve customer satisfaction, and lower environmental impact.
Customer order management
Provide world-class service to your customers by allowing you to define your unique service offerings and support high-volume assets and product-centric service scenarios.
Service order management helps you to log, manage, and complete your service requests using a service catalog, products and models definitions, service contracts, quotations, and service history.
Use a service management system to book appointments with your customers, define the scope of work and demands for each service request, and configure your service workflow to suit your business processes.
Mobile worker productivity
Use mobile clients for all major mobile operating systems, which work with or without network connectivity, and provide essential visibility to central teams. Execute tasks via configurable debrief workflow, record parts and labor usage, asset and job locations, task attachments, customer and technician signatures, opportunities and service quotations.
Work to perform checklists, forms and surveys, find, order and return required service parts. Collaborate with other technicians using remote assistance.
Mobile worker productivity helps you to increase your mobile technician productivity, improve your first-time fix rates and on-time SLA performance, and reduce leakage.
Product and maintenance management
Product and maintenance management helps you to manage your products and spare parts for installation and maintenance, ensuring high customer satisfaction and first time fix rates.
Use integrated logistics processes across the delivery chain, including mobile and supply-chain partners, inventory management and optimization, loan and exchange processes, reverse logistics processes, and traceability and transaction logs. Improve your workflow using the IFS Cloud industrial service management system.
Control your costs, source your goods and parts efficiently, and synchronize your mobile logistics. Service logistics enables you to provide accurate and timely delivery of goods and parts while maintaining a well-orchestrated service flow.
Contractor management
Manage your external service providers and contractors using back-to-back vendor contracts, vendor portal access, vendor mobile apps, and integrated purchasing.
Schedule and dispatch vendor engineers automatically and monitor their progress and performance using dispatch boards, vendor pricing and bidding, vendor skills and responsibilities, and contractor SLAs.
Collaborate and coordinate with your service partners and customers to deliver service excellence using external resources, cost control and predictability, and close communication.
UPCOMING FEATURES:
The IFS Cloud is an evergreen solution. It creates value for users by providing instant access to continuous software innovations and upgrades. Major changes are delivered twice a year, in Spring and Autumn.
01:
- Introduction of more flexible SLAs
- Introduction of Event Generation in Service Management
- Improvements to Service Request Management Usability
- Introduction of Notes in Service Management
- Introduction of Remote Tasks, Start and End Location on Tasks as well as GPS Fixes
- Usability and Productivity Enhancements in the Dispatch Console
- Introduction of Appointment Booking Templates and Advanced Appointment Booking Rules
02:
- Introduction of Crew Formations, Crew Execution and Crew Reporting
- Introduction of Advanced Task Split Options and Interrupt Tasks
- Enhancements to Global Skill Management
- Introduction of 'Availability Patterns
- Enhancements to Location Handling
- Service Request Purging
- Introduction of Dataset Separation & Segmentation
- Introduction of Appointment Template Configurations and Combined Slot Usage Rules
- Improvements to Dispatch Console Usability & Dispatcher Productivity
03:
- Introduction of Roaming Resources
- Advanced SLA Management
- Extension of Resource Management & Integration
- Mobile Crew Work Execution
- Enhancement to Incomplete & Follow-On Process
- Addition of task bundling and linking
- Improvements to the Client configurability capabilities for mobile apps
- Last-Mile Technician Portal Enhancements
- Introduction of New Page Configuration Capabilities
- Appointment Booking Slot Usage Rules
- Resource Availability Extensions
IFS CLOUD CUSTOMERS :
List of customers using IFS Cloud obtained from official IFS promotional materials (IFS Cloud).
TECHNICAL highlights:
Reporting and Analysis for Your Business Needs
IFS Cloud offers various types of reporting. Users can create and customize reports using the IFS client application, lobbies, charts, and timelines. Users can also generate operational reports on their business performance, choosing from over 500 standard reports or creating their own.
Users can use a Microsoft Excel plug-in to create and edit reports, write back data, schedule reports, and share them. Users can also use popular business intelligence platforms like Power BI and data warehouse cubes to create interactive and visual reports.
Modern User Interface For Easy Navigation And Beautiful Design
FS Cloud offers enjoyable experiences through a responsive, user-centric design. It furnishes you with the IFS Lifecycle Experience and portals that assist you in the entire process of purchasing, implementing, operating, and expanding. Accessing your data and applications is also possible from any device, anywhere, and at any time.
A Powerful and Flexible Way To Customize Your ERP Solution
IFS Cloud allows users to customize and adapt their IFS Cloud applications to their specific business needs. It enables users to change the appearance and behavior of their applications, create new fields, actions, and screens, monitor and notify events, automate workflows and approvals, and write BPA scripts.
Designs and tools that are easy for consultants and power users to use in order to modify the data model, alter the user interface, automate processes, and more.
Artificial Intelligence (AI)
AI in IFS Cloud consists of IFS.ai, an AI architecture that extends the use of AI across all IFS Cloud functions and customer businesses. IFS.ai enables users to automate and optimize processes and decisions related to people, assets, and services, using machine learning, natural language processing, computer vision, and other AI techniques.
IFS.ai also supports data visualization, reporting, and analytics to help users make better and faster decisions.
IFS Cloud leverages AI, machine learning, and automation to assist customers in achieving growth, delivering successful outcomes, and pivoting quickly as needs arise.
Deploy wherever you want
IFS Cloud is a flexible and scalable solution that can adapt to the changing needs of service organizations. It can be deployed on-premise, in the cloud, or as a hybrid model. It can also be configured and customized to suit different industries, geographies, and business processes. It can support any size of service organization, from small to large.
Always up to date (Evergreen)
IFS Cloud is a cloud-based solution that delivers the most advanced features and functionalities for your business needs. It follows a regular development plan with releases twice a year, in half year intervals, with versions R1 and R2. This ensures that you always have access to the latest innovations and improvements from IFS Cloud, without having to worry about the maintenance and upgrade costs. IFS Cloud is the smart choice for staying ahead of the competition.
Ready for modification and expanding
IFS Cloud is a solution that can be easily extended and customized to meet your specific business needs and preferences. One of the tools that you can use to extend IFS Cloud is Novacura Flow, a low-code platform that allows you to create your own ERP applications by simply drawing them in a graphical interface. Novacura Flow also offers business process management and integration capabilities, as well as a library.
DETAILED LIST OF CAPABILITIES:
Below we summarize the list of areas supported by IFS Cloud Service Management:
01:
Planning and forecasting
- Shift planning, including on-call
- Forecast future resource requirements
- Produce heat maps for resource demand
- Predict & optimize SLA hit-rates
- Predict & optimize resource allocation %
- Predict & optimize resource travel time
- Establish resource requirements as a basis for recruitment and training
- Perform cost-saving territory rebalancing
- Produce accurate bidding costs for negotiating new contracts
- Achieve better alignment of your resource locations to demand locations, resulting in reduced travel costs, carbon footprint and improved SLA hit-rates
02:
Call and case management
- Case management
- Manage support queues & dispatch cases
- Manage support agreements
- Build knowledge database with solution management
- B2B customer case logging & monitoring
- Keep track of conversations and activities internally and externally using case management.
- Make sure that internal and external cases are sourced to the correct resource and given the right attention.
- Keep track of support levels and support keys using support agreements
- Engage & collaborate with your customers through the B2B customer portal
03:
Contracts and warranties
- Periodic & evergreen contracts with flexible updates
- Fixed price, time & material, cost plus, capped price and benefit plans supported
- Comprehensive SLA definition, including linked-task SLA's
- Flexible payment capabilities
- Individual line items coverages
- Usage based / meter contracts including aggregation
- Complex recurring service conditions, including telemetry driven and non-cumulative measures
- Flexible and repetitive PMS with consolidation optimizations
- Flexible renewals and pricing policies
- Integrated contracts revenue recognition
- Flexible settings to accommodate customer unique needs and outcome-based service
- Dynamic updates to respond to needed changes rapidly.
- Predictive, proactive and recurring service
- Manage revenue streams
- Multiple contracts type and coverages including meters, SLA, pricing and delivery schedules
04:
Schedule optimization and dispatch
- Assisted to automatic scheduling
- Continual AI-powered real-time optimization with flexible shifts and competency matching
- Predictive task duration based on delivery history
- Self-learning travel with street-level routing and real time updates
- Honor technician availability, skills, parts and tool requirements
- Offer flexible appointment slots
- Automated dispatch service
- Optimized parts pick-up
- Exception management
- Mapping & collaboration tools in Dispatch Console
- Optimize travel to reduce costs and carbon footprint
- Full synchronized mobile logistics
- Complete traceability
- Cost control
- Efficient sourcing
- Integrated forward and reverse logistics processe
05:
Service order management
- Service request logging
- Service catalog
- Products and models definitions
- View and define scope of work & demands
- Appointment booking
- Customer & product-based service history
- Configurable service workflow
- Apply service contracts to service requests
- Link quotations to service requests
- Quickly create new and view open service requests.
- Easily access service history.
- Define service catalog to deliver your unique service offerings.
- Reduce leakage
06:
Mobile worker productivity
- Task execution via configurable debrief workflow
- Works with or without network connectivity
- Record parts & labor usage
- Find & record asset and job locations
- Single handedly take accurate lidar measurements
- Record and view task attachments
- Capture customer & technician signatures
- Work to perform checklists, forms & surveys
- Find, order and return required service parts
- Record opportunities & prepare service quotations
- Remote assistance & technician collaboration
- Places critical data at technician’s fingertips
- Increased mobile technician productivity
- Improved first-time fix rates
- Improved on-time SLA performance
07:
Service logistics
- Procurement & inventory management
- Part alternates, replacements & revisions
- Inventory costing
- Automated, optimized warehouse & field inventory planning
- Mobile inventory & procurement for field technicians
- Ship to site, parts pickup and van refill
- Advanced loan & exchange processes
- Full reverse logistics processes
- Counts including mobile count.
- Full traceability and transaction logs
- Full synchronized mobile logistics
- Complete traceability
- Cost control
- Efficient sourcing
- Integrated forward and reverse logistics processes
08:
Contractor management
- Back-to-back vendor contracts
- Vendor portal access
- Vendor mobile apps with on-line updates
- Automatic scheduling of vendor engineers
- Visibility in dispatch boards
- Vendor pricing & bidding
- Integrated purchasing
- Vendor skills & responsibilities
- Augment field force using external resources
- Cost control & predictability
- Close collaboration between vendor, service organization & customer
- Improved contractual capabilities using back-to-back contracts
- Manage contractor SLA's
List of IFS Cloud Modules, Functionality and Key Capabilities
Explore 11 modules, 90 functionalities, encompassing a diverse range of 765 capabilities. Download the list highlighting the key functional capabilities provided by IFS Cloud (2023-R2). Novacura – Trusted by 220+ Companies.
How to implement:
CONTACT OUR EXPERT:
Östen Westman
IFS Expert
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