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IFS

4.8 out of 5.0 (4 ratings)

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We have aggregated ratings data on IFS but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): IFS Field Service Management Software

    IFS implementation was well controlled and supported.

    Overall Comment

    Addressed concerns immediately.

    What do you like most about the product or service?

    Fully integrated, with flexibility.

    What one thing do you wish the vendor did differently?

    Everything required a "ticket". Very small questions, to clarification of identified issues, all wanted a separate ticket. I understand the value of tickets, but there were far too many. I spent too much time closing irrelevant and minor tickets.

    If you could start over, what would your organization do differently?

    Wait 2 more weeks for the next version release.

    Product capabilities - overall comment

    The product is very flexible, robust and has many more features that we do not use because they don't fit our business model. You are not forced to change your business processes to fit the software expectations.

    Service & support - overall comment

    I have the name of the person who supports us. Although a ticket is generated when I do, I have the names of who to contact if there is an issue.

    Integration & Deployment - Overall comment

    We do not use much of the integration that comes with the product. It deployed well and is very flexible through configuration.


  • 4 out of 5.0, Reviewed

    Product(s): IFS Field Service Management Software

    Great product and professional service; could improve with more active project management.

    Overall Comment

    Working with IFS has generally been a good experience. They are responsive and customer focused. They try to understand your true requirements and will make sure what you ask for is what is best for you.

    What one piece of advice would you give other prospective customers?

    It is important that project management is strong on your end, because like most other companies in the sector, IFS will do work as you instruct them, rather than taking ownership of the implementation plan and driving the project towards the goals. Set clear expectations of timelines, resource requirements, etc.

    What do you like most about the product or service?

    The FSM is a very powerful and mature product. We like the configurability of the product, which allows us to have the software fit our business processes.

    What do you dislike most about the product?

    Our version (5.6.1) did not play well with JD Edwards EnterpriseOne in terms of purchasing (no decimals or negatives with purchase qtys, etc.).

    What one thing do you wish the vendor did differently?

    Invest more on their project management, which will allow them to stand out from the pack. Truly understand the project requirements of the customer to plan and deliver the project.

    If you could start over, what would your organization do differently?

    We had chosen to have IFS configure the FSM product on our behalf. In hindsight, it may have been a better approach if we had configured the product ourselves, consulting IFS as required. While their services were good, it's the inherent nature of outsourcing configuration that increased latency in getting the work complete.


  • 5 out of 5.0, Reviewed

    Product(s): IFS Field Service Management Software

    The FSM Product supports our large variety of service offerings.

    Overall Comment

    IFS FSM is a great product that supports the vast majority of our processes within its baseline functionality. For as long as I have been involved, I have enjoyed working with IFS employees, they are knowledgeable and helpful.

    What one piece of advice would you give other prospective customers?

    Have an IFS product specialist analyze your processes and procedures and listen to their recommendations for implementation and system capabilities. Partner with IFS for optimum implementation!

    What do you like most about the product or service?

    The configurable nature of the software. Since the application supports a great range of services, and is very configurable, we have been able to make changes and implement new functionality at record speeds, which has helped our company grow and evolve. This aspect of the software keeps being improved upon, which has me very excited for what the future will bring!

    What do you dislike most about the product?

    Because of the Configurable Nature, there are sometimes too many ways to do the same thing, this can cause confusion and lack of standard operating. In many cases; when we are trying to figure out how to do something, the answer is "there are a few ways..." .. I would say that despite this issue; the pros still heavily outweigh the cons on the "configurable" subject.

    What one thing do you wish the vendor did differently?

    When we purchased the FSM Solution initially, it was still known as "Metrix" (a company purchased by IFS). Spencer had a lot of requirements, of all sizes and complexities, for how we wanted the product to operated. Even though all our "wants" were completed by IFS/Metrix, not all were properly documented. I anticipate the cause was a lack of time and "urgent requests" from our side, but it has caused confusion and issues in the long run.

    If you could start over, what would your organization do differently?

    If we could start over, we would be more open to adjusting processes to baseline functionality, vs trying to adjust the software to support our own outdated processes. When we implemented the FSM solution, we had made many customizations to match our existing processes based on our previous software. In time, we have undone some, and are working to undo others, and are switching to the baseline functionality supported by the FSM Solution. We find that the product has many functions that could have much better served our company, if we had been open to changing our processes at point of implementation. IFS is assisting us in getting back on track.

    Product capabilities - overall comment

    I am extremely satisfied with the product capabilities -- FSM has been able to support our (ever growing) business requirements.

    Service & support - overall comment

    I believe the IFS employees are amazingly friendly and knowledgeable on their product. Overall; I am satisfied with their support

    Integration & Deployment - Overall comment

    Our initial deployment was not optimal; but the cause was internal (rapidly cut implementation date due to previous software failing) .


  • 5 out of 5.0, Reviewed

    Product(s): IFS Field Service Management Software

    Flexible architecture that allowed the system to adapt to our business needs.

    Overall Comment

    Technical expertise and understanding our requirements.

    What one piece of advice would you give other prospective customers?

    Go in with your requirements in advance of designing and developing.

    What do you like most about the product or service?

    Ease of use and flexibility.

    What do you dislike most about the product?

    We have not taken advantage of the analytics engine.

    If you could start over, what would your organization do differently?

    Cleanse and maintain the data better.

    Service & support - overall comment

    Timely responses with accurate information. No run-around.

    Integration & Deployment - Overall comment

    No issues or concerns.

    1 of 1 peer(s) found this review helpful.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
4.3

Ability to understand your organization's needs

(4)
4.5

Timely and complete response to product questions

(4)
5.0

Pricing and contract flexibility (pricing and terms)

(3)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(4)
4.3

How long did your deployment take?

0 - 3 months (<3)

12 months or more

3 - 6 months (<6)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(3)
3.7

Ease of integration using standard APIs and tools

(4)
4.3

Quality and availability of end-user training

(3)
3.7

Ease of deployment

(3)
4.3
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(4)
4.5

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(4)
4.5

Was the support package worth it?

Yes


Quality of technical support

(4)
4.5

Quality of peer user community

(4)
4.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(4)
4.8

Overall rating of service and support

(4)
4.5
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Business Analysts

Implementation, Maintenance or other IT support

Technical Assessment

Application Lead

Development/Integration

End User Computing Stakeholder

Executive Sponsor

Functional Assessment

System Administrator

User Training

Vendor/Product Selection


Why did you purchase the software or service?

Cost management

Create internal/operational efficiencies

Drive innovation

Improve business process agility

Improve business process outcomes

Improve compliance and risk management

Improve customer relations/service

Drive revenue growth

Improve supplier or partner relations

Reduce time to market

Enhance decision making


What were the key factors that drove your decision?

Product functionality and performance

Breadth of services

Overall cost

Product roadmap and future vision

Strong consulting partnership

Strong customer focus

Strong services expertise

Financial/organizational viability


In which region(s) did your deployment take place? Multiple responses allowed.

North America