Boosting First-Time-Fix Rates and Customer Loyalty with IFS FSM

Industry: Industrial Manufacturing & Equipment

The Challenge

As a global OEM with a vast network of field technicians and service contracts across continents, the company struggled with rising dispatch costs, delayed service resolutions, and slipping customer renewal rates.

Field teams were often dispatched without the right tools or information, leading to repeat visits and mounting customer frustration. Leadership needed a way to optimize scheduling, improve technician efficiency, and turn service into a growth engine—not a cost center.

The Solution

The OEM partnered with a leading IFS consulting partner to deploy IFS Field Service Management (FSM) across North America and Europe. The rollout focused on:

Intelligent scheduling and routing optimization
Real-time access to asset history and service instructions
Mobile enablement for on-site diagnosis and reporting
Proactive parts management and reverse logistics

With IFS FSM, the service team now operates as a connected, data-driven unit. Technicians receive real-time updates, can resolve issues faster, and managers gain clear visibility into performance and SLAs.

The Results

Within 12 months of go-live, the transformation was undeniable:

28%

Increase in First-Time-Fix Rate

Better visibility and mobile access meant technicians arrived prepared—with the right parts, instructions, and diagnostics.

22%

Reduction in Dispatch Costs

Smarter scheduling and optimized routing cut mileage, fuel, and overtime expenses.

All-Time High in Customer Renewals

Faster service, fewer revisits, and proactive maintenance turned customers into loyal advocates.

What’s Next

Buoyed by the success of the initial rollout, the company plans to expand IFS FSM to APAC and integrate predictive maintenance powered by IoT. With their IFS ERP system already in place, they’re building toward a seamless end-to-end service ecosystem.