Field Service Management

From first call to final sign off, your customers expect a personalized, connected service. To deliver it, you need a true end-to-end solution that improves business efficiency, ensuring fast response times and real-time reactivity.

From managing works orders, parts and assets to contracts, warranty, invoicing and billing, IFS brings you a complete, connected field service management software – so that you can deliver exceptional service to every customer, every time.

IFS knows service, which means we know that no two companies execute field service in the same way. Our solution platform can be easily configured to map even the most complex service use cases and offers cloud and on-premise deployment options.


Auto Windscreens Transforms CX with IFS Field Service Management


It was the one application that would enable us to service the customer from end–to-end, whether call-taking, stock revision, warehousing or dispatching work to technicians.

Adrian Egley
Applications Support Team Leader, Auto Windscreens

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reduction in calls to service desk after implementation


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the speed of invoicing has been transformed from days to minutes


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uptime of service management solution

IFS a Gartner Magic Quadrant Leader five times in a row and highest on ability to Execute

With an increasing number of vendors crowding the service management software market, it’s hard to narrow your focus. IFS continues to excel with its functional and ability to streamline even the most complex service use cases.

Complete, connected field service management

Keeping to SLAs, matching skills to requirements, engaging with customers – field service can be complicated and time-consuming. But great service management can be the key to lower costs and new revenue streams. Find out how with IFS Field Service Management.


Service Management

Customer Engagement
Mobile Field Service
Remote Assistance
Reverse Logistics and Depot Repair
Workforce Scheduling and Planning

IFS FSM Service Management capabilities

Making Complex Service Simple

Our single solution, omni-channel contact center allows you to engage seamlessly with customers and upgrade your voice infrastructure to deliver smarter service on digital channels. However customers choose to contact you – be it calls, email, chat or messaging – our omni-channel platform provides a single, universal solution for queueing, skills-based routing and providing customer care.

Customer contacts are presented on a smart agent desktop, guiding agents through complex processes and ensuring a fully joined up cross-channel experience. As standard, the core platform provides Interactive Voice Response (IVR), call recording, workflow and extensive workforce optimisation. Our powerful drag-drop configuration tool empowers staff to evolve all aspects of the contact center.

Delivered on-premise or in the cloud, IFS Customer Engagement™ (CE) combines all the ingredients of a traditional call center Automatic Call Distributer (ACD) while also providing the widest range of non-voice channels in the market as part of a single solution.

Optimizing Parts To Ensure First Time Fix

Inventory represents an essential yet costly component of service operations. In order to achieve optimum performance while keeping costs low, organizations must carefully balance stock levels, locations, spare parts, service levels and more. With IFS FSM you will have all of the functionality and capabilities necessary to centrally manage your entire inventory and logistics operation.

IFS Field Service Management provides you with 100% visibility into your spare part inventory levels and field locations, including multi-bin stock maintenance and serial number traceability. You will also have full access to shipping and receiving, inventory and logistics, part costs and field demand, so that you can effectively increase turns and reduce obsolescence.

Create, Monitor And Execute Contracts Seamlessly

From initial quoting and pricing to automatic renewal and billing, IFS FSM makes it simple to manage and execute service contracts. Every year, businesses managing customer contracts and service agreements are losing millions through revenue leakage, and the use of paper documents, unstructured files like Excel and Word and stand-alone systems.

The contract lifecycle management functionality in IFS Field Service Management software enables you to create, execute, revise, monitor and administer service contracts – from initial quoting and pricing, to automatic renewal and billing. IFS has over 25 years of experience in contract lifecycle management, and hundreds of satisfied customers around the world using this software today.

Seamless Warranties And Claims Management

Organizations lose thousands in revenue leakage every year due to warranty claims processing issues. What is needed is a closed-loop claims management process, which administers, processes and tracks all warranties throughout their lifecycle to improve customer satisfaction, increase product quality and reduce service costs.

This is precisely what our warranty and asset management solution does. Through the automation of warranty claim handling and installed base asset tracking, IFS Field Service Management enables service organizations to create, administer, process and track warranties, claims and assets through their full lifecycles. As a result, third parties can submit valid claims and receive credits, customer service can verify coverage and initiate recovery, and field technicians can track asset history and replace in-warranty parts. The warranty and asset management functionality in IFS Field Service Management really does it all.

Coordinate Complex Service Projects

Project Managers who oversee extended service projects with clients know how difficult it can be to simultaneously manage those projects as well as remote personnel and assets in the field.

There is a constant need to juggle many related and interdependent tasks and for reliable, remote data capture, remote real-time workflow approvals, and more. To manage all of these moving parts simultaneously, many service organizations rely on ineffective manual tools that put them at a considerable disadvantage in terms of efficiency, operational visibility and service quality.

Our service project management software connects project management and task execution in the field. Its task automation, remote communication, and centralized project management capabilities help service organizations optimize field operations, increase productivity and better serve customer.

Making Complex Service Simple

Whether service requests are raised via the service center, on a customer’s smart phone or direct from IoT-enabled assets, managing work orders is simple with IFS FSM.

The platform simplifies back office processes and allows staff to quickly raise service requests, diagnose issues and see all associated assets, contracts and parts to ensure SLAs are met.

The system integrates seamlessly with scheduling and mobile field service to ensure jobs are allocated to the best technician to complete it. Businesses can integrate to their CRM of choice, be it Salesforce, SAP or Microsoft Dynamics.

Optimizing Parts To Ensure First Time Fix

Inventory represents an essential yet costly component of service operations. In order to achieve optimum performance while keeping costs low, organizations must carefully balance stock levels, locations, spare parts, service levels and more. With IFS FSM you will have all of the functionality and capabilities necessary to centrally manage your entire inventory and logistics operation.

IFS Field Service Management provides you with 100% visibility into your spare part inventory levels and field locations, including multi-bin stock maintenance and serial number traceability. You will also have full access to shipping and receiving, inventory and logistics, part costs and field demand, so that you can effectively increase turns and reduce obsolescence.

Create, Monitor And Execute Contracts Seamlessly

From initial quoting and pricing to automatic renewal and billing, IFS FSM makes it simple to manage and execute service contracts. Every year, businesses managing customer contracts and service agreements are losing millions through revenue leakage, and the use of paper documents, unstructured files like Excel and Word and stand-alone systems.

The contract lifecycle management functionality in IFS Field Service Management software enables you to create, execute, revise, monitor and administer service contracts – from initial quoting and pricing, to automatic renewal and billing. IFS has over 25 years of experience in contract lifecycle management, and hundreds of satisfied customers around the world using this software today.

Seamless Warranties And Claims Management

Organizations lose thousands in revenue leakage every year due to warranty claims processing issues. What is needed is a closed-loop claims management process, which administers, processes and tracks all warranties throughout their lifecycle to improve customer satisfaction, increase product quality and reduce service costs.

This is precisely what our warranty and asset management solution does. Through the automation of warranty claim handling and installed base asset tracking, IFS Field Service Management enables service organizations to create, administer, process and track warranties, claims and assets through their full lifecycles. As a result, third parties can submit valid claims and receive credits, customer service can verify coverage and initiate recovery, and field technicians can track asset history and replace in-warranty parts. The warranty and asset management functionality in IFS Field Service Management really does it all.

Coordinate Complex Service Projects

Project Managers who oversee extended service projects with clients know how difficult it can be to simultaneously manage those projects as well as remote personnel and assets in the field.

There is a constant need to juggle many related and interdependent tasks and for reliable, remote data capture, remote real-time workflow approvals, and more. To manage all of these moving parts simultaneously, many service organizations rely on ineffective manual tools that put them at a considerable disadvantage in terms of efficiency, operational visibility and service quality.

Our service project management software connects project management and task execution in the field. Its task automation, remote communication, and centralized project management capabilities help service organizations optimize field operations, increase productivity and better serve customer.