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IFS FIELD SERVICEMANAGEMENT THE MOST COMPLETE, CONNECTED,CLOUD FIELD SERVICE

A NEW REVENUELANDSCAPEBUILT FOR BEST-IN-CLASSSERVICE ORGANISATIONSDEVELOP NEXT-GENERATIONOUTCOME-BASED REVENUESTREAMSCHANGES FUELINGSERVICE TRANSFORMATIONConventional revenue streams for product-based,business-to-consumer and business-to-businessfocused organizations are increasinglychallenged. Several changes are driving a movetoward new, more sustainable service models.Scheduling and empowering field service resources,managing service parts, reverse logistics andadministering warranties and SLAs are complex,costly challenges.The world of field service is rapidly changing. Asour consumption is influenced by faster, moreefficient digital platforms so customerexpectations surrounding service — includingresponse, convenience and value are rising.GROWTH OF SERVITIZATIONAs the industry moves toward outcome-basedrevenue models, IFS software provides true endto-end field service management, automatingand optimizing operations throughout the servicelifecycle: Solutions for every service model Fully IoT enabled Platform for outcome-based service models The most complete solution on the marketThe shift toward service-based revenue models(servitization) demands actively optimizing, streamlining and monetizing your core operations. TheInternet of Things (IoT), artificial intelligence (AI) andperformance based-analytics are already enablingadvanced predictive intervention to replace costlyreactive service.Services and maintenance are supplanting productsales as profit drivers, with customers increasinglybuying ‘outcomes’, like guaranteed uptime, requiringprecise SLA management and predictive servicecapabilities.MANAGE COMPLEXOPERATIONS20%33%35%INCREASE IN EQUIPMENT UPTIMEIMPROVEMENT IN TECHNICIAN PRODUCTIVITYREDUCTION IN DRIVE TIMEIndustry-leading system integrator fortransportation and traffic management2Leading real estate management andmaintenance firm3Highly mobilized customers now expect tocommunicate and interact using the devices andchannels they prefer, driving demand for selfservice capabilities and omni-channel customerengagement.“IFS IS SETTING A NEW HORIZON FOR FSM TECHNOLOGY”A 'Leader' again in 2017 Gartner Magic Quadrant for FSM1 IFS positioned highest for “ability to execute” Highest score from Gartner for 2018 Complex Service and Support use cases3Independent research specialist Technology Evaluation Centers’1,200 point evaluation of IFS FSM*2Yu Chen, Senior ERP Analyst, Technology Evaluation Centers*IFS Field Service Management: Redefining Complete FSM. May 31, 2018Gartner Magic Quadrant for Field Service Management, Jim Robinson, Michael Moaz, Jason Wong, 27 September 2017Gartner 2018 Critical Capabilities for Field Service Management, Jim Robinson, Jason Wong, Michael Maoz, March 2018Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or otherdesignation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed orimplied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.IFS Field Service Management As customers demand ever higher levels of service,improving scheduling efficiency to get the rightpeople to the right places with the right parts isparamount to contain costs.Market leader in mission-criticalrefrigeration and HVAC 3SCHEDULING RESOURCES EVENMORE EFFICIENTLYEVER INCREASING CUSTOMEREXPECTATIONSACKNOWLEGED MARKET LEADERSHIP1,2When remotely connected IoT assets stream realtime data, organizations can model and predictissues. Condition-based preventive servicingreduces costly break/fix service visits, cuts milestraveled and significantly cuts the risk of downtimedue to failure.The growing number and complexity of machines,parts and sensors, which are increasingly internetconnected, open up new maintenance models andIoT-driven service processes.ACTUAL CUSTOMER OUTCOMES WITH IFS FIELD SERVICE MANAGEMENT1MOVING TOWARD PREDICTIVEMAINTENANCE02NEXT GENERATION SERVICE STARTS WITH IFS FIELD SERVICE MANAGEMENT03IFS Field Service Management

IFS FIELD SERVICEMANAGEMENTOPTIMIZE PROCESS EXECUTION AND RESOURCE ALLOCATIONCREATE AND GROWMORE PROFITABLEBUSINESSIFS Field Service Management (IFS FSM )intelligently manages the overall service lifecycleoptimizing all processes and touch points,delivering flawless service while placing thefocus on customer satisfaction.IFS FSM provides the most complete, connected,cloud field service on the market. Combining best inclass, broad and deep functionality for key businessoperations and processes with powerful reportingand management, IFS FSM lets you create and growmore profitable business.THE MOST COMPLETE, CONNECTED CLOUD FIELD SERVICEFEATURES LIKE LET YOU MOBILE FIELD SERVICETake your mobile field service capabilities to a new level, enablingfield teams to do anything from locating parts to placing orders andproviding quotations—direct from the mobile device.PLANNING &SCHEDULING OPTIMIZATIONMake the best scheduling decisions every time based on yourbusiness goals, customer contracts and SLAs. Run 'what-if'analyses to model the business and customer impact of changes.OMNI-CHANNELCUSTOMER ENGAGEMENTBenefit from the most complete suite available. Automate callhandling and priority-based routing, and offer voice-based anddigital customer self-service for support, orders and requests.FIELD SERVICE AND RETURN SERVICE SUPPORTProvide support for field and depot-based service processes,including reverse logistics and repair.SERVICE REQUESTAND TASK MANAGEMENTConnect project, work management and task execution in the field.Centralize management of resources, projects and associatedrequirements while reliably capturing field data remotely.COLLABORATIVE WEB PORTALSGive technicians, partners, and customers full visibility with realtime updates and access to important customer and productinformation.COMPLETECONTROL AND AUTOMATE RETURNS AND REPAIRSOMNI-CHANNELCUSTOMER ENGAGEMENTKNOWLEDGEMANAGEMENTPLANNING ANDSCHEDULING OPTIMIZATIONWARRANTY ANDCONTRACTS MANAGEMENTSERVICE PARTSMANAGEMENTSERVICEPROJECTSREVERSE LOGISTICSAND DEPOT REPAIROPTIMIZED FORANY DEVICESPARE PARTSMANAGEMENTAutomate manual activities such as pick, pack, ship, receiving andput away. Set rules-based replenishment, parts handling andcosting logic.RETURNSMANAGEMENTManage all reverse logistics business processes from ReturnMaterial Authorizations (RMA) for advance exchange and repairreturn to receiving, routing, repairing, packaging, shipping andbilling.MANAGE WARRANTIES AND CONTRACTS FLEXIBLYCONNECTEDMOBILE FIELDSERVICEIOT PORTALSADVANCED WORKFLOWCONFIGURABILITYDEVICE AGNOSTICSERVICE CONTRACT MANAGEMENTSpecify service deliverables including response times, coverageschedules, bill schedules, PMs and escalation rules. Modify pricingwith contract-specific adjustments, and define new servicemarketing programs withnew potential revenue sources.WARRANTYMANAGEMENTSupport multiple warranty types. Automate charge-backprocedures. Track service calls and asset history.CLOUDSAAS, WITHEVERGREEN UPDATESIFS Field Service Management SUBSCRIBE OR LICENSE0405IFS Field Service Management

VISUALIZE AND MANAGEYOUR ENTIRE OPERATIONFIELD SERVICEMANAGEMENTWHAT'S NEXT?IFS Field Service Management is intuitive, easy toconfigure and built for powerful integration, fromcustomer engagement, to schedulingoptimization through to sign-off and invoice.Best-in-class organizations recognize service asa true differentiator and are transforming theirrelationships with customers by offeringoutcome-based business models. By embracingtechnology to anticipate service needs beforethey manifest as problems, they are taking aproactive and predictive approach. IFS FSMnatively incorporates functionality to supportthis transformation, turning service into aprofitable revenue stream while increasingcustomer satisfaction and loyalty.Utilizing business rules, the software canautomatically price your work, make exceptionsfor customer or business processes as necessaryand allow you to run your business by exception,keeping key managers informed of service executionwhile proactively notifying customers on the deliveryof their service.PLANNING AND SCHEDULING OPTIMIZATIONLEARN MOREEnsuring your mobile workforce deploys the right technician to the right job on-time withthe right parts is at the very heart of IFS FSM.To find out more about the most complete,connected cloud field service solution on themarket, visit IFSworld.com/FSM or contact yourlocal IFS representativeIFS Planning & Scheduling Optimization (IFS PSO ) lets you manage your mobiletechnicians and contractors more efficiently, increase productivity and meet customercommitments. It presents exceptions and alerts, graphically in real time, plus scheduling,route optimization, appointment booking and more.TAKE ADVANTAGE OF NEW SERVICEOPPORTUNITIES WITH IFS Enhance revenue through new outcome-basedbusiness models Transition from reactive to pro-active and predictiveservice Enable technicians to identify upsell and cross-sellopportunities Optimize resource scheduling for major cost andproductivity gains Increase visibility into long-term service management planning Optimize contract offerings and SLA performanceto increase margins Meet rising expectations and increase customersatisfactionOMNI-CHANNEL CUSTOMER SERVICE AND SUPPORTCustomers don’t expect to wait in call queues to speak to someone about theirqueries—they expect to have the freedom and the tools to track their orders, resolve theirproblems and view the information they care about themselves.IFS Customer Engagement solutions augment customer service, with capabilities includingvoice self-service, digital self-service and a contact center agent desktop, as well as afull, Omni-channel contact center that includes interactive voice response, call recording,automated routing and queue management.WEB PORTALS FOR CUSTOMERS, PARTNERS AND TECHNICIANSIFS also provides web portals allowing customer self-service, third-party service providersupport, and contracted field service dispatch and debrief. Your customers and third-partyrepair vendors can track items anywhere in the process. Field technicians can check theirschedule, dispatch notes, make updates to orders and more.IFS Field Service Management 0607IFS Field Service Management