19 October, 2017
IFS Field Service Management gets enterprise 2.0 features and standard Sales Cloud integration
New functionality now available in IFS Field Service Management 5.7
IFS, the global enterprise applications company has released the first update to IFS Field Service Management™ 5.7, including a standard Sales Cloud integration and powerful collaborative enterprise 2.0 customer experience tools.
The Sales Cloud integration enables companies to extend their existing investment in Salesforce CRM with IFS Field Service Management, including reverse logistics, optimized scheduling and other capabilities necessary to confidently price and perform complex field service operations. Integration with Salesforce means IFS Field Service Management users can view the full history of customer interactions and be in a better position to make recommendations and increase revenue by selling additional products and services.
Enhanced portal functionality will enable IFS Field Service Management user organizations to extend their customer-facing service portals to include:
- Increased customer engagement through collaborative enterprise 2.0-style communities, enabling social media-style interaction between customers and the service organization. In addition to requesting service, checking on the status of service requests and other traditional tasks, customers will be able to read and post to forums and blogs, creating a customer community with immediate access to peer insights, adding value to the service offering.
- Deep, real-time graphical insights into larger numbers of service requests, complex field service projects or performance against service level agreements. This is achieved by using IFS Lobby functionality, which is now included in the service portal to give software users the ability to create custom and configurable role-specific dashboards.
- New functionality that enables the creation of custom workflows to guide customers through detailed service request processes. This ensures that even though the customer may not fully understand the problem they are trying to solve, their service request is routed appropriately and is accompanied with the right information to expedite a solution.
“These product developments from IFS recognize the fact that all service organizations are part of a broader ecosystem rather than a stand-alone data silo,” IFS Industry Director for Service Management Mark Brewer said. “IFS Field Service Management connects to this ecosystem by offering seamless interoperability with other solutions, either through our open integration framework or through out-of-the-box integrations like this new one with Sales Cloud. Using the new collaborative enterprise 2.0 features will enable customers to engage more easily with peers throughout the service lifecycle, which gives them access to valuable resources and insights.”
IFS Field Service Management Product Manager Andrew Lichey added, “IFS continues to invest heavily in research and development of IFS Field Service Management. We are committed to ensuring it remains the solution of choice for service organizations facing complex challenges in service management, customer engagement, reverse logistics, scheduling optimization and contract and warranty management.”
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 one million users worldwide from a network of local offices and through our growing ecosystem of partners. For more information, visit: IFSworld.com
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