IFS ENTERPRISE SERVICE

MANAGEMENT

™

SERVICE-CENTRIC ERP

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.

• 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

IFS SOLUTIONS:

IFS HELPS

PREPARE FOR WHAT'S NEXT

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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.

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GLOBALIZATION Perhaps one of the most striking aspects of the service business is its rapid growth over the past five or ten years. Small service companies have grown into large, professional global operations—and being able to plan globally, but act locally, is just one of the many challenges brought on by this development.

A single product combining best-of-breed solutions with a complete suite of component-based ERP soft-ware, IFS Enterprise Service Management is developed with exactly this in mind. So wherever you decide to set up a new business, IFS’s service solutions can follow. And our industry-specific competence is available worldwide.

SERVICE INNOVATIONSThink back on your business five years ago. Then imagine five years ahead, and you’ll see that your business is changing, shifting modes and disciplines over time.

Perhaps today, one workforce is on the road, executing their daily tasks. Another one is working on site on a larger project. And in the back office, a centralized call center is being set up.

Adapting to ever-changing customer demands is absolutely vital for anyone who wants to remain competitive and the utilization of new service innova-tions can be what sets you apart. IFS Enterprise Service Management provides both the agility and the innovations you need to be able to change and grow—constantly exceeding your customers’ expectation.

RESOURCE UTILIZATION With labor being the biggest cost driver for most service companies, utilizing the workforce more efficiently is a major opportunity to improve bottom line results. With powerful software support the ability to achieve lean operations is greater than ever before. For instance, tight routing as a planning constraint to reduce environmental impact can be balanced against SLA performances.

IFS Enterprise Service Management features planning and scheduling optimization (PSO) functionality that enables you to optimize the way you utilize your resources—in the office or in the field—improve SLA handling and obtain leaner operations.

OUT OF THE OFFICE, BUT IN THE KNOW Being able to capture data and access information wherever you are, for instance out in the field, is key for any ambitious service organization—but often more easily said than done. The end users set the rules, which means that the system must be easy, fast and fun to learn and use. IFS Enterprise Service Management, with its state-of-the-art user interface, is designed with this in mind—and our intuitive, mobile solutions can dramatically enhance the efficiency of your operations.

So, regardless of the trends that influence your business—globalization, standardization, outsourcing, collaboration or lean operations—there’s a solution that helps you turn challenges into profits.

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.

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AN END-TO-END SOLUTION FOR BEST PRACTICEIFS 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.

OPERATIONAL INTELLIGENCE

SERVICE CONTRACTSContract QuotationCoverage and SLAsPricing, Pro-Rata, EntitlementsPreventive Maintenance PlansInvoice & Billing RulesRenewals, Evergreen, Seasonal Revision Control & History

CALL HANDLINGCase ManagementCustomer 360 ViewAppointment BookingKnowledge ManagementWorkflow RulesEscalationsCustomer Self-Service

FIELD SERVICEDispatch & ETAJob Tracking/RoutingParts & LaborMeter readingeForms & SurveysOnline/offlinePictures, Videos Notes

REPAIR CENTERRMA returnAdvanced ExchangeLoanersRefurbShip/Receive/PickReverse LogisticsWarranty RecoveryRepair Workflow

WORKFORCE MANAGEMENTDynamic Schedule OptimizationResource Planning & ForecastingCapacity/Performance AnalysisInteractive Dispatch BoardMapping/GPS/TrafficCompetence ManagementTime & Attendance

BUSINESS PROCESSES

APPLICATION SOLUTIONS

RESOURCESCHEDULING

MARKETING &SALES

SERVICEDELIVERY

OPERATIONSCUSTOMERSUPPORT

ORDERENTRY

PROJECT MANAGEMENTProject PlanningEstimating

Work Breakdown StructureEquipment Rental

INSTALLED BASE ASSET MANAGEMENTSerial TrackingLifecycle Management

Complex Product Structure Multi-level Warranty

Project AccountingBudget & Forecasting

Progress BillingRevenue Recognition

Finance & eInvoice Collaboration Document Management

Spare Part Management, Inventory & Van stock Procurement Manufacturing

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ENTERPRISE SERVICE MANAGEMENT THE ROUTE TO SERVICE EXCELLENCE

THE POWER OF SOFTWARE USABILITYThe tools we use to run our business are supposed to enhance our productivity. But all too often, we wind up spending a lot of time struggling to use these very tools. That is why IFS, with our focus on user produc-tivity, is taking simple and intuitive usability to new heights.

In fact, we have made our technology as easy to use as surfing the web or using a smartphone. Simple and effective tools for navigating, searching, and performing actions remove the biggest time wasters associated with enterprise software. We’ve combined all this with features such as collaboration and per-sonalization and wrapped it all up in an attractive design that encourages use and enhances productivity. In other words, if you’ve ever browsed the Internet, you’ll feel right at home with IFS Enterprise Service Management.

STAY AHEAD. GO MOBILE.At IFS, we are firm believers in cross-fertilization—an approach that has enabled us to introduce a number of innovative solutions specifically developed to meet our customers’ demands. One example is our solu-tions for mobility.

With our mobility solutions, you can create reports or work orders wherever you are. You can capture infor-mation about time spent, spare parts, purchase req-uisitions, expenses and costs—whenever you need it. And you can keep track of not only your field opera-tives’ departure and arrival times, but also of such things as technical characteristics and measure-ments related to machines and equipment.

So isn’t it time you took advantage of the latest technology in terms of operational efficiency? We think it is.

A QUICKER ROUTE TO PROFITABILITYEvery minute a service engineer spends en route between jobs is a minute that could have been spent adding value. Now, imagine if your system could visualize the quickest possible route or alert you if jobs are in jeopardy of missing an SLA. Then imagine that this information is available to the service engineer who’s on the road. Sound good? Well, with IFS Enterprise Service Management, it’s a reality.

Combining information from work orders with map data makes it possible to visualize job planning according to available resources and, of course, the customer’s needs. As you can imagine, this trans-lates directly into benefits such as improved resource

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utilization, lower fuel consumption and, not least, a higher level of service.

In other words, if you’re looking for a quick return on investment, IFS Enterprise Service Management is one investment guaranteed to find its way back home.

SERVICE EXCELLENCE THROUGH RESOURCE OPTIMIZATIONImagine if there were a magic button that automati-cally could do the scheduling for you. Well, we have good news for you—there is. And when you’re in con-trol of scheduling constraints, IFS Enterprise Service Management can boost your service business to even higher levels of service excellence.

Let’s say that the SLA requires a response time of 8 hours. A certain skill is identified, the positions of all technicians and jobs are known and the spares required are checked. Using that data, the resource optimization engine optimizes scheduling for you—making sure that the right skill is at the right place at the right time. Automatically.

Talking about return on investment—the scheduling engine is right on spot.

INFORMATION AT YOUR FINGERTIPSIn many organizations, decision-making is becoming more and more decentralized, which increases the need for updated and accurate information throughout your organization.

With its built-in enterprise operational intelligence functionality, IFS Enterprise Service Management provides just that—the information you need, intuitively displayed, when and where you need it. Right at your fingertips.

With IFS Enterprise Service Management you can monitor precisely how your business is performing and follow up on your strategies. The inherent trans-parency of the entire solution means you see how you meet your targets and where you need to make adjustments if you are falling short. Equally, you will be able to see how well the strategy is working, and improve your ability to exceed your customers’ expectations.

That’s not just business intelligence. It’s also smart.

WHAT DOES THE FUTURE HOLD?Service management software from IFS puts you firmly in command of your operations today—and prepares you for what’s next. Just around the corner lie a number of challenges that will change the service industry. Some are already doing so.

For example, had you heard of digital twins or considered augmented reality as a business enabler five years ago? In no time at all, they’ll be business-critical tools that help you realize your full service potential, in part by enabling your customers to do more themselves. By providing them with the means to do so, you enhance customer engagement and improve customer satisfaction. Also, artificial intelli-gence (AI) will change the nature of the service desk, lightening the load for busy back-office teams and ensuring you are ready to handle the demands of omni-channel customer engagement.

With the right service management software, the future becomes part of the present as you more easily connect your business to what’s next.

The workbench shows the scheduling proposal from the optimization engine in Enterprise Explorer

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IFSworld.comCOPYRIGHT © 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.

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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

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