Representative End User Clients
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Representative Software Clients
IFS has released the first update to IFS Field Service Management 5.7, including a standard Sales Cloud integration and collaborative enterprise 2.0 customer experience tools.
According to IFS, 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:
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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.
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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.
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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.
Ralph Rio, ARC Advisory Group, commented, “A contact center using a CRM application is often the prime point of contact for customers. Integration of IFS’ market leading FSM application with a leading CRM application provides the infrastructure for a unified customer experience.”