Contact Center

Service Call Center

To truly optimize your service organization, you need to streamline and automate your customer service and support processes in your contact center.

IFS Field Service Management provides the most complete contact center management suite available today. Let us rapidly deploy IFS Field Service Management Contact Center in your customer service operation to automate the following core processes for maximum service performance: call handling, priority-based routing, issue triage and resolution, parts management, technical support escalation, dispatch scheduling, order entry and billing.

The all-in-one software based solution automatically creates and assigns tasks to the right team members and can manage complex multi-day, multi-step, multi-resource projects using our powerful Schedule Board and Service Workflow engine.

  • Single view of the customer including service history, contacts and addresses
  • Intelligent service parts search and requisition based on flexible fulfillment logic
  • User-defined technical support escalations and customer alerts triggers (order status, SLA, DOA, product history, severity, etc.)
  • Sophisticated response time, prioritization and assignment rules
  • Universal queue of service requests to capture a variety of customer needs
  • Resolve issues collaboratively through the creation, delegation and tracking of projects and tasks
  • Expedite problem resolution using embedded Knowledge Management functionality
  • Interactive scheduling and real-time dispatching of resources

  • Resolve issues more efficiently and effectively
  • Decrease average call handling times
  • Increase customer satisfaction
  • Have the right technician at the right place at the right time

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