Harmoniser l’expérience de service pour répondre aux nouvelles attentes des clients.

by   |    |   4 minutes  |  in Business Technology, Research, Service Management, Strategy

We as customers have become accustomed to instant gratification, thanks to uber-connectivity. Have you ever ordered something from Amazon and been frustrated if your items can’t be guaranteed to arrive the next day? Or perhaps you abandoned an action on your mobile device because it wasn’t quick or easy enough? This is the beast that…

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L’aviation civile, première industrie sur les projets de transformation digitale et d’innovation

by   |    |   3 minutes  |  in Aerospace & Defense, Business Technology, Digital Transformation, Research, Service Management, Strategy

The fundamental shift from selling products to guaranteed outcomes has been aided by exponential technological growth over the last ten years. The concept of “Power-by-the-Hour” was invented by Rolls-Royce in 1962, which means it has been in play in the commercial aviation industry for more than 50 years. This program has reshaped the relationship between…

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Integrating field service management software

by   |    |   5 minutes  |  in Business Technology, Service Management

There are two central truths when it comes to enterprise resource planning (ERP) software. The first is that it is a long-term investment, and you don’t rip and replace what you have implemented unless it is absolutely necessary. The second is that no ERP will do everything, or everything well, and you need smart ways…

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2018 service industry trends

by   |    |   6 minutes  |  in Business Technology, Creativity & Innovation, Research, Service Management, Strategy

With an explosive growth in new technologies to gather and use data to optimize service delivery, this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organizations and equipping users to service their own assets are key trends impacting the service industry, predicts Mark…

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IFS & innovation comes together at EUW 2017

by   |    |   3 minutes  |  in Business Technology, Creativity & Innovation, Energy and Utilities, Events, Service Management

A recap of the European Utility Week 2017 (EUW 2017) event and more. It’s now been just over a few weeks since we took a stand at the European Utility Week event in Amsterdam. The theme of our booth was aligned with our global Industry Experts campaign and was a look back at the original founders…

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Service Industry Expert Podcast

by   |    |   1 minute  |  in Business Agility, Business Technology, Creativity & Innovation, Digital Transformation, IFS Radio Network, Research, Service Management, Strategy

IFS Radio Network podcast: how service companies can use technology to improve and enhance their customer experience. 32% of field service organizations (FSOs) are failing to attain at least 80% customer satisfaction, according to a recent research study by Raconteur Custom Publishing on digital change in the service industry. Why? Because the use of technology,…

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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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Internet of Things (IoT)

by   |    |   3 minutes  |  in Asset Intensive, Business Technology, Creativity & Innovation, Digital Transformation, Manufacturing, Research, Service Management, Supply Chain

According to a primary research study of 200 IoT decision makers with industrial companies, about 85 percent of them collect data from sensors on their equipment or equipment they install at customer sites. Industrial companies may be further along with the Internet of Things (IoT) than most other companies because they have, since the 1970s,…

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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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