IFS SOLUTIONS FOR THETELECOMMUNICATIONS INDUSTRY

Trends and challenges 3

Digital transformation 4

The IFS software solutions 5

Analyst recognition 6

Enterprise Resource Planning 7

Field Service Management 8

Customer engagement 9

Platform for innovation 10

CONTENTS

2

IN THE TELECOMMUNICATIONS INDUSTRY

TRENDS AND CHALLENGES

Customer expectations are higher than ever before, placing critical demands on your infrastructure, asset performance and customer service operations.

Service engineer on time success is as key to satisfying your customers as network speed and availability metrics.

Massive investment into new 5G networks is resulting in the need to manage multiple complex infrastructure projects.

Effective management of assets critical to the existing, aging network has a direct impact on customer satisfaction and profitability.

Telecommunications companies are looking to digital transformation to ensure they can not only meet these challenges, but improve efficiency and service levels.

3

DIGITAL TRANSFORMATION

SAFETY & ENVIRONMENT

Telecoms will need to document their good citizenship, ethical business practices and environmental stewardship. They must have a reliable application to handle all aspects of the business, including materials consumption, recycling, waste and consumer behavior.

CUSTOMER EXPECTATIONS

Consumers will expect the same type of experience they receive from retailers from their product suppliers/service providers whether they choose to call, email, chat or request service via their mobile app. This will require companies to invest in omni-channel customer engagement platforms which combine AI together with live agents. Plus seamless integration between the contact centre and field service technology will be essential to ensure rapid resolution of service requests.

Challenge for leadership in the telecommunications industry by implementing a digital transformation strategy to drive customer and business value from key market trends.

CONNECTED CONSUMER

Consumers will be ever more demanding, speed, reliability, coverage, quality of service and a outcome-based service models and aggressive service level agreements (SLAs) will be required. Will you have the infrastructure to deliver this experience through fixed or wireless connectivity in time to win their business?

INTERNET OF EVERYTHING

IFS predicts that 50 percent of manufacturers will soon be building sensors into their products, and those sensors will have to connect to something. We’ll have smart clothing, cars and appliances. Smart buildings on smart roads will house people who work in connected businesses in smart cities. Telecom executives will need to drive new revenue opportunities from these investments to liquidate the capital investments their organizations made to meet the burgeoning demand.

IFS OFFERS THIS ENTERPRISE-WIDE SOFTWARE SOLUTION THAT MEETS THE RANGE OF TELECOMMUNICATION INDUSTRY REQUIREMENTS: FROM MANAGING PROJECTS AND ASSETS, TO OPTIMIZING THE FIELD WORKFORCE AND ENGAGING CLOSELY WITH CUSTOMERS.

4

FOR TELECOMMUNICATIONSIFS SOFTWARE SOLUTIONS

IFS offers

Enterprise Resource Planning

Enterprise Asset Management

Field Service Management

This unique breadth and depth of capability ensures IFS can meet the requirements of our customers in the telecommunications industry.

OPERATIONAL INTELLIGENCE

MARKETING & SALES

ORDERENTRY OPERATIONS RESOURCE

SCHEDULINGSERVICE DELIVERY

CUSTOMERSUPPORT

BUSINESS PROCESSES

APPLICATION SOLUTIONS

Spare Part Management, Inventory & Van Stock Procurement Manufacturing

Finance & eInvoice Collaboration Document Management

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

CUSTOMER ENGAGEMENTTelephony/email/chatCase ManagementCustomer 360Knowledge EngagementCustomer Self-ServiceWorkflow rules

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

REPAIR CENTERRMA returnAdvanced ExchangeLoaners, RefurbShip/Receive/PickReverse LogisticsWarranty RecoveryRepair Workflow

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

INSTALLED BASE ASSET MANAGEMENTSerial TrackingLifecycle Management

Complex Product StructureMulti-level Warranty

Project PlanningEstimating

Work Breakdown StructureEquipment Rental

Project AccountingBudget & Forecasting

Progress BillingRevenue Recognition

PROJECT MANAGEMENT

IFS software supports all the business critical processes that enable a telecommunications organization to digitally transform their operations–across projects, assets and service–to deliver customer value in a challenging market.

5

ANALYSTRECOGNITIONThese software solutions from IFS have been independently recognized as a leader by a number of respected analyst firms across our ERP, EAM and FSM offerings.

The report highlights IFS strengths as customer intimacy, product flexibility and innovation.

IDC MarketScape: Worldwide SaaS and Cloud-Enabled Operational ERP Applications 2019 Vendor Assessment, doc #US43702818, March 2019

The report notes our strengths in managing whole asset lifecycles and invites readers to consider IFS if they are looking for an EAM system capability of handling the demands of complex manufacturing, energy, utilities and defense customers.

IDC MarketScape: Worldwide SaaS and Cloud-Enabled Asset-Intensive EAM Applications 2019 Vendor Assessment, doc #US44891419, March 2019

Gartner has placed IFS as a leader in the 2019 Magic Quadrant for Field Service Management based on ability to execute and completeness of vision.

Magic Quadrant for Field Service Management, Gartner, April 2019*

IFS RECOGNIZED AS A MAJOR PLAYERIN IDC MARKETSCAPE FOR SAAS AND CLOUD

ENABLED ERP VENDORS

IFS RECOGNIZED AS A LEADERIN IDC MARKETSCAPE FOR SAAS AND CLOUD

ENABLED EAM VENDORS

IFS ONCE AGAIN A LEADERIN THE GARTNER 2019 MAGIC QUADRANT

FOR FIELD SERVICE MANAGEMENT

*Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

6

A PROJECT AND ASSET CENTRIC SOLUTION

ENTERPRISE RESOURCE PLANNING

IFS is unique in that we give you full end-to-end connected capabilities in asset management and enterprise project management so you can confidently ramp up new and expanded services and ensure reliability going forward.

AI enabled scheduling and dispatch provide real time optimization capabilities to ensure the greatest value to all stakeholders is provided during service delivery.

Advanced asset management with preventive, planned and break/fix maintenance including linear assets through an Esri integration

Streamlined, templated tools for rolling out new infrastructure.

Powerful tools for health, safety and environment (HSE) compliance, including risk and incident management

Project lifecycle management with full financial controls for predictable infrastructure delivery

Integrated supply chain management

Intuitive usability across device types

IFS delivers practical enterprise solutions for your most pressing business needs right now. Our ERP, EAM and Project Management software also facilitates rapid adoption of transformational technologies required for new telecom business models and customer expectations, now and into the future. But right out of the box, you will streamline your core processes through an agile selection of software solutions, available on premise, in the cloud, on a perpetual license or through subscription.

IFS lets you extend and automate these capabilities with AI and automation to rapidly modernize and digitize your operations—reducing cost, improving the customer experience and creating new product and service capabilities. We give you more than a collection of intelligent point solutions that each automate a given task. IFS’s approach to intelligence and business automation applies across your business, with advanced, what-if planning of strategies through to strategy execution, capital asset management, supply chain management and service provision.

7

FIELD SERVICE

Your ability to serve the customer depends on distributed and linear assets at remote locations and visits to customer sites, ranging from dispatching an engineer to repair a specific fault at a point of network line to meter install in a customer’s home.

IFS is the only vendor that has the full end to end field service capabilities necessary to manage the complex and challenging use cases typical in the telecommunications industry with world-class scheduling technology delivering real-time optimization for high volume, volatile service.

MANAGEMENT Increased resource accountability (GPS tracking)

Faster service-to-invoice cycle times

Improved compliance and standardization

Accurate time tracking and expense reporting

Device-agnostic, configurable and upgradeable

Blazing fast performance, secure and scalable

Better customer knowledge and communication

Embedded maps and turn-by-turn navigation

Easy-to-use and learn (no training)

Take Videos and Edit Pictures

Increase productivity (more jobs, less admin)

BENEFITS FOR YOUR BUSINESS

BENEFITS FOR YOUR USERS

ACTUAL CUSTOMER OUTCOMES WITH IFS FIELD SERVICE MANAGEMENT

20%

INCREASE IN EQUIPMENT UPTIME

33%

IMPROVEMENT IN TECHNICIAN PRODUCTIVITY

35%

REDUCTION IN DRIVE TIME

8

As they interact with you, your customers expect you to be consistent and responsive, regardless of whether they contact you through email, phone, social media or chat. Or some combination of these. And they are not satisfied waiting for protracted periods on hold.

IFS provides AI-driven customer engagement solutions that use machine learning to automate many of your customer interactions. AI not only improves the productivity of your service agents but can also boost customer experience by delivering relevant knowledge and data direct to the agent as they resolve complex requests. This advanced software modernizes and streamlines your contact centre, with capabilities including voice self-service, digital self-service and a contact center agent desktop. Deployable individually or in combination, they can be quickly configured and brought online to improve your customer experience, and work with both IFS software and other third-party products.

AI-DRIVE SOFTWARE

CUSTOMER ENGAGEMENT

1ONE PLATFORMONE QUEUEONE AGENT DESKTOP

20%INCREASE IN AGENT DAY-TO-DAY OPERATIONAL EFFECTIVENESS

50%REDUCTION IN AVERAGE REQUEST HANDLING TIME

9

INNOVATIONA PLATFORM FOR

By 2023, 75% of utilities assets will be digitally connected–but how they’re integrated will be make or break

Emerging technologies such as big data, IoT, augmented reality, digital twins, present new opportunities to optimize telecommunications operations, connect with customers and achieve total network visibility.

IFS gives customers a single enterprise solution. This is the key to identifying where innovative technologies will deliver the greatest value–to the business and customer’s experience.

IFS not only delivers that single enterprise platform, but is also at the forefront of supporting our customers who are using these technologies to deliver value to their business.

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ABOUT IFS

WHERE WE ARELEARN MORE

To find out more about what IFS offers the telecommunications industry and our work with our customers, visit:

ifs.com/telecommunications or contact your local IFS representative

IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 3,700 employees and growing ecosystem of partners support more than 10,000 customers around the world challenge the status-quo and realize their competitive advantage.

Learn more about how our enterprise software solutions can help your business today at ifs.com

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