Leveraging digital transformation to improve customer service

by   |    |   4 minutes  |  in Business Technology, Creativity & Innovation, Digital Transformation, Research, Service Management, Strategy

Can service organizations leverage digital transformation to improve customer service and exceed expectations? Servitization. Uberization. Driverless cars. Drones. Digital transformation appears to be both a blessing and curse to the field service industry. The downside to digital revolution? Customer expectation rises as new technology makes a consumer’s life easier. But fundamentally, a service organization strives…

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Service Employee

by   |    |   3 minutes  |  in Business Technology, Digital Transformation, Service Management, Strategy

A few moments ago, a press release was issued announcing that IFS has acquired WorkWave. This is the biggest acquisition IFS has ever made and it demonstrates our commitment and appetite to grow in the service market. The news comes on the same day that Gartner has published its 2017 Magic Quadrant for Field Service Management,…

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Contact center agents

by   |    |   2 minutes  |  in Business Agility, Business Technology, Creativity & Innovation, Digital Transformation, Mobility, Service Management, Strategy

Earlier today, a press release went live announcing IFS’s acquisitions of mplsystems Limited and Field Service Management Limited. These investments demonstrate not only that IFS is committed to the Service sector, but also that the company has a real appetite to further extend its leadership position in the market. But why did IFS acquire these…

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servitization of the field service industry

by   |    |   4 minutes  |  in Creativity & Innovation, Digital Transformation, Service Management, Strategy

The field service management landscape is changing and it’s powered by servitization. Enterprise organizations across multiple industries are embracing servitization as a natural next step in transformative business. With profit margins reducing and operating costs rising in our rapidly changing, technologically charged world, embracing new ways of doing business is a clear strategic move. Servitization…

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