IFS FIELD SERVICE MANAGEMENT

Transcription

1 IFS FIELD SERVICE MANAGEMENT

2 OUR SOLUTION S DNA When we first set out to create IFS Applications over 25 years ago, our goal was to make the most usable business software on the market. And to help us achieve that ambition, we put simplicity at the forefront of everything we did. We decided that we would make only one product, which can be easily configured to match the specific requirements of a broad range of industries. We decided that we would build IFS Applications on standards so our customers would not be locked into any particular technology. We decided to design IFS Applications as a component-based structure so it can be easily extended and updated. We decided that each software component must be totally compatible with every other, yet capable of running independently. We decided to build a product that could handle change and long-term evolution. And, that we would make the most user-friendly business software on the market. We still do that, too. Since implementing IFS Field Service Management, we have been able to automate many of our depot and field service processes. The result is we can manage our business instead of the business managing us. SMALL COMPUTER SERVICES COMPANY IFS Field Service Management provides extreme flexibility and ease of creating and maintaining business-specific solutions for nearly every operational field & service segment of our organization, including customer and vendor portals and dashboards. LARGE AEROSPACE AND DEFENSE COMPANY

3 IFS FIELD SERVICE MANAGEMENT 3 COMPLETE SERVICE MANAGEMENT FOR PRODUCT AND SERVICE-BASED BUSINESSES Product and service-based businesses live and die by the quality of their product, service and reputation. Where many such organizations stumble is in how effectively and smoothly they manage the countless moving parts of their complex service organization. This is where IFS Field Service Management shines. IFS Field Service Management offers the most complete service management software for a product or service-based business to help automate and streamline all of its service processes for enhanced customer service, reduced operating costs and significantly increased revenue, with some customers reporting growth in excess of 23%. TYPICAL RETURN ON INVESTMENT (ROI): % increase in first-time fix rates % increase in service response time 20% reduction in service costs Payback on their investment in 6 24 months IFS Field Service Management will bring our company control and total visibility of the Latin American region that we don t have today. We will have a service management system integrated with our ERP solution, which will bring to our process more integrated data and time optimization. LARGE PAYMENT SOLUTIONS PROVIDER Using IFS Field Service Management has drastically reduced our maintenance costs and the application is very userfriendly. AUTOMOTIVE AND TRANSPORT COMPANY

4 4 IFS FIELD SERVICE MANAGEMENT FUNCTIONALITY Our functionality within IFS Field Service Management gives your senior management, service managers and technicians the process visibility they need to maintain highly satisfied customers and serve your organization at the highest performance levels possible. With automation and optimization capabilities for the full customer and product lifecycle (including contact center, field service, scheduling and dispatch, contracts and warranty administration, service parts management, reverse logistics, depot repair and mobile workforce automation), IFS Field Service Management software features the following integrated modules: Field Service Automation Contact Center Advanced Scheduling Product Lifecycle Management Warranty & Asset Management Contract Lifecycle Management Service Parts & Logistics Return Service Management Mobile Workforce Automation Customer and Partner Enablement The combined power of the IFS Field Service Management functionality arms your service business with new-found process visibility and performance optimization capabilities to optimize your service operation from beginning to end. In turn, you will realize real financial, operational and customer service improvement. CAPABILITY HIGHLIGHTS REAL BUSINESS VALUE Cloud or on-premise deployment Full visibility to the entire service process lifecycle Real-time optimization and skillsbased assignments Manage global repair and return service operations Improve parts inventory visibility and maintenance Shorter billing cycles with improved accuracy Non-invasive integration with standard tools and skills Easy to configure, tailor and maintain FINANCIAL Ensure timely billing Improve revenue ensure all unbilled revenue is billed, optimize your mix of planned and unplanned revenue, increase revenue from contracts Reduce operating costs manage assets and inventory costs Increase profit margins CUSTOMER SERVICE Meet customer expectations and SLAs Increase service response and customer satisfaction rates OPERATIONS Productivity Maximize labor use and improve shift scheduling, decrease repair times, maximize technician efficiency and call center operations Optimize workflow and exceptions management Better manage product-based commitments on contract and warranty service Manage SLAs and PM contracts Manage a mobile service workforce Standardize repair processes

5 IFS FIELD SERVICE MANAGEMENT 5 With comprehensive automatically-generated management dashboards, alerts, notifications and reports, you will have the intelligence you need to make important business decisions. You can spot and act on emergencies right away and detect important market trends as they surface. This real-time information grants you the forward-looking capabilities you need to avoid missed or delayed billings, ensure a proper mix of planned and unplanned income, capture previously-unbilled revenue and accurately measure profitability. You can view and track all steps in the returns and repair lifecycle from RMA creation, receipt, repair, and shipment (including labor and parts usage, repair time, issue identification and resolution and all of logistics involved in part or product movement through the process).

6 6 IFS FIELD SERVICE MANAGEMENT VISUALIZE AND MANAGE YOUR ENTIRE OPERATION IFS Field Service Management is built on contemporary Microsoft.NET technology as a service-oriented application to facilitate maximum configuration capability. Utilizing business rules for pricing, business processes, workflow, escalation, alerts, and notifications, the software can automatically price your work, make exceptions for customer or business processes as necessary, and allow you to run your business by exception, while keeping key managers and customers updated on all aspects of their service. WEB PORTAL FOR CUSTOMERS, PARTNERS AND TECHNICIANS We also provide Web portals for enabling customer self-service, third-party service provider support, and contracted field service dispatch and debrief. Your customers and third-party repair vendors can track items anywhere in the process, and your field technicians can check their schedule, any dispatch notes, make updates to orders, etc. ADVANCED SCHEDULING OPTIMIZATION IFS Field Service Management makes sure you deploy the right technician to the right job, with the right parts, at the right time. Powered by IFS Mobile Workforce Management, our Advanced Scheduling feature uses highly specialized mathematical algorithms to schedule based on technician skills, service level agreements (SLAs), travel times, traffic delays, shift patterns and more. When parameters change, the system immediately recalculates and updates the schedule in real time. In the field, Advanced Scheduling uses GPS to track resources for street-level routing, time-of-day travel calculations and turn-by-turn directions.

7 IFS FIELD SERVICE MANAGEMENT 7 CUSTOMIZE SERVICE MANAGEMENT TO YOUR ENVIRONMENT You have the ability to modify the user interface and workflow elements of the application to fit your specific environment and business requirements. This includes changing labels, repositioning fields, adding/removing items, and changing the standard workflow of the application. You can create custom tables, screens, menus and even accommodate custom programs. You are also able to integrate external applications in real time, thereby making service and mobility a seamless part of your application architecture. The product features interface configuration tools and business rules extensions. This allows you to configure or customize the application without changing IFS Field Service Management s core software program. This doesn t prevent any future upgrade or release. IFS Field Service Management suite provides you with the functionality you need to run your business in a contemporary technology that can be tailored to your unique needs. Call and give us a test drive. CONFIGURATION STUDIO User Interface Configuration Tools Tailored User Interface C#.NET or other.net Assembly Function Modified Policy Business Rules Extensions Process Extension

8 ABOUT IFS AND IFS APPLICATIONS IFS is a public company (OMX STO: IFS) founded in 1983 that develops, supplies, and implements IFS Applications, a component-based extended ERP suite built on SOA technology. IFS focuses on agile businesses where any of four core processes are strategic: service & asset management, manufacturing, supply chain and projects. The company has more than 2,100 customers and is represented in some 60 countries with 2,800 employees in total. If you are interested in further information, info@ifsworld.com or contact one of our regional offices or visit our web site: AMERICAS ARGENTINA, BRAZIL, CANADA, ECUADOR, MEXICO, UNITED STATES ASIA PACIFIC AUSTRALIA, INDONESIA, JAPAN, MALAYSIA, NEW ZEALAND, PHILIPPINES, PR CHINA, SINGAPORE, THAILAND EUROPE EAST AND CENTRAL ASIA BALKANS, CZECH REPUBLIC, GEORGIA, HUNGARY, ISRAEL, KAZAKHSTAN, POLAND, RUSSIA AND CIS, SLOVAKIA, TURKEY, UKRAINE EUROPE CENTRAL AUSTRIA, BELGIUM, GERMANY, ITALY, NETHERLANDS, SWITZERLAND EUROPE WEST FRANCE, IRELAND, PORTUGAL, SPAIN, UNITED KINGDOM MIDDLE EAST AND AFRICA INDIA, SOUTH AFRICA, SRI LANKA, UNITED ARAB EMIRATES NORDIC DENMARK, NORWAY, SWEDEN FINLAND AND THE BALTIC AREA ESTONIA, FINLAND, LATVIA, LITHUANIA THIS DOCUMENT MAY CONTAIN STATEMENTS OF POSSIBLE FUTURE FUNCTIONALITY FOR IFS SOFTWARE PRODUCTS AND TECHNOLOGY. SUCH STATEMENTS OF FUTURE FUNCTIONALITY ARE FOR INFORMATION PURPOSES ONLY AND SHOULD NOT BE INTERPRETED AS ANY COMMITMENT OR REPRESENTATION. IFS AND ALL IFS PRODUCT NAMES ARE TRADEMARKS OF IFS. THE NAMES OF ACTUAL COMPANIES AND PRODUCTS MENTIONED HEREIN MAY BE THE TRADEMARKS OF THEIR RESPECTIVE OWNERS. IFS AB 2014 En Production: IFS Corporate Marketing, January Printing: AB Danagårds Grafiska, Ödeshög, Sweden.