Between a customer call and a closed work order sit a dozen decisions about people, parts and promises. IFS FSM runs that cycle on one record, and your people keep the customer moment.
Field service gets complex when customer promises, parts, skills and travel time all move at once. The service director is judged on the moments the customer sees: the answer, the visit and the invoice. IFS FSM runs the whole cycle, from request and scheduling to mobile execution and invoicing, on one operational record, so you do not have to chase a stuck job department by department. More on omni-channel customer service.
For the planner and dispatcher, weather windows, emergent work and no-shows break a static plan the same morning it is printed. AI-powered scheduling works within every SLA, resource and regional rule, and real-time data shows which job should move. A second visit doubles the cost of a job for the technician. Mobile Field Service puts work orders, parts, knowledge and work instructions on site, so the job is finished there. More on planning and scheduling and mobile field service.
Finance and contract managers see hours and parts that never reach the invoice: margin that is already spent. When contracts, entitlements, parts, labour and invoicing sit in the same flow, leakage shows before the job is closed. The CIO and IT lead face a different problem: field data that arrives late, is entered twice or is incomplete. IFS Advanced Forms, by OmniByte, captures complete field data online or offline and brings it straight into IFS FSM. See the IFS Advanced Forms fact sheet.
Eqeep connects IFS FSM to the way your service operation actually runs: contracts, parts, technicians, invoicing and customer communication in one rhythm.
You want customers to see where they stand without calling
You want a plan that survives the morning
You want the technician to finish the job in one visit
You want returns and repairs under control from RMA to invoice
You want warranty claims and contracts in one chain
You want the right part in the right place
You want to invoice what you deliver without losing margin
Optronica runs the FSM back office which contains contract management, customer management, scheduling and dispatch, preventive maintenance and break fix processes. They are using the logistic part of FSM for stock management, the FSM mobile application on Android and Windows and FSM connect for integration with their ERP system (AFAS software).
Between a customer call and a closed work order sit a dozen decisions about people, parts and promises. IFS FSM runs that cycle on one record.
Customer call
Customers track their own orders and solve problems; your service desk keeps time for the complex questions.
Scheduling
AI-powered scheduling within every SLA, resource and regional rule. Real-time data shows which job should move.
People decide: when a customer promise outweighs the math.
Field execution
Work orders, parts, knowledge and work instructions are on site, so the job is finished there.
People decide: the dispatcher and technician keep the final decision.
Invoice
Contracts, entitlements, parts, labour and invoicing sit in one flow, so leakage shows before the job is closed.
Triage, scheduling, parts advice and remote diagnostics. Dispatcher and technician keep the final decision.
IFS PSO proposes the efficient plan; your people decide when a customer promise outweighs the math.
IFS Advanced Forms by OmniByte: complete data on site, online or offline, synced straight into IFS.
Invoice what you deliver: usage data, entitlements and billing logic in one system.
Industrial AI supports triage, scheduling, parts advice, remote diagnostics and exception handling. The dispatcher and technician stay in control of the customer promise and the final decision. See how Industrial AI works in IFS.
Most teams start with planning, mobile execution, first-time-fix rate, SLA control or service parts. The strongest business case usually connects several of these instead of optimising one in isolation.
Connect contracts, entitlements, parts, labour and invoicing in the same flow. That makes leakage visible before the job is closed. Invoice what you deliver.
Manage warranty terms and entitlements as part of contract management, and automate what you can. Link a product’s inventory class to a template for the warranty terms and entitlements, and manage warranty expiry and renewals in the same process. Technicians then see and manage warranty data on a mobile device. IFS FSM tracks every warranty through its lifecycle; our guide to warranty and claims management explains the steps.
Yes. FSM co-exists with an existing ERP; field execution moves to one record while finance stays where it is. Many customers start exactly there. Optronica Service, for example, connected IFS FSM to its AFAS ERP. Read the Optronica story.
A focused first flow, one region or service line, typically goes live in months, not years. Scope grows from proven value, not from the original plan. Implementing IFS FSM took Optronica Service about four months, including migration and ERP integration.
The colleague you speak to about field service in IFS.
Solution Architect
Utrecht, Netherlands
