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.

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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
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.
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.

SERVICE INNOVATIONS OUT OF THE OFFICE, BUT IN THE KNOW

Think 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.
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.

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

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

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ENTERPRISE SERVICE
MANAGEMENT THE ROUTE
TO SERVICE EXCELLENCE
THE POWER OF SOFTWARE USABILITY
The 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.
6
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 PROFITABILITY
Every 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
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
OPTIMIZATION
Imagine 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 FINGERTIPS
In 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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ABOUT IFS
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.

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