IFS Consultant in Professional Services at Platned Syngco (51-200 employees employees)

Use Cases and Deployment Scope

IFS CE (Customer Engagement) addresses the complex and advanced call center functionalities in a service-type organization. It let the call center users (support users) effectively engage with the customers and customer users by almost all of the currently using conversation methods. Different customer users prefer different methods, so the desired and convenient method can be used as per the customer, for the communications to resolve the customer problem.

Pros

Have given the flexibility to use different types of communication methods.
Easy to be able to integrate with other software, mostly it's needed to integrate with ERP products.
Easy and high capacity on application configuration and personalization to the customer's user's needs.
Available on cloud.

Cons

User Interface is not much enriched.. hard to find which icons do what actions.
Need to write back end scripts for advanced configurations.
No mobile client for the IFS CE, to use it in mobiles.

Most Important Features

Multiple communication methods such as calls, emails, chat, etc.
Integration with the social media.
Ability for the manager to prioritize the calls/tickets logged.
High capacity for configuration.

Return on Investment

Increased the customer satisfaction.
Increased the capacity and the effectiveness of the support agent team.
Decreased the time of managing and administrating the call prioritizing.

Other Software Used

IFS Applications, Infor M3 (formerly Lawson Intentia), IFS Field Service Management, Acumatica, Microsoft Teams, TeamViewer

Rashish Manvar View profile

Design Engineer in Engineering at Groth Corporation (201-500 employees employees)

Use Cases and Deployment Scope

In the Engineering department, We usually make a bill of material of the products, documents revision, export control of parts, product structure. Integrating data into IFS Customer Engagement with Production, assembly, and sourcing are our three most critical values. Our customers want a high level of flexibility, which we can only provide by using IFS as our business platform across all platforms. All regions have access to the same databases and processes.

Pros

IFS Cloud Customer Portal has opened up sales channels towards customers that we were not able to reach in the past.
Replacing older systems with a newer system. Beneficial to have all information in one place. Some additional information such as internal audits is positive to integrate into the ERP system.
IFS allows efficient manufacturing reporting for the business to select whether to use standard/default reporting or actual reporting or combined reporting. Since the system has business logic to look through the defined rules, there is minimum manual intervention.

Cons

Screens containing several information fields are hard to visualize because the fields do not have any surrounding borders.
Some of the reporting functionality could be maybe more modern, but one sees development within IFS Customer Engagement so it probably is a matter of time before any desired changes are made, or worked around.
IFS Customer Engagement reports are transferable to Excel as data only or with the format selected for pdf reports. Sometimes it becomes too slow.

Most Important Features

IFS Customer Engagement continually builds innovation into the product. The breadth of functionality in the product eliminates the need for any 3rd party add-ons.
They have used SQL, and users can write a query for searching mass data. One of the best parts of IFS Customer Engagement, which I like most is that you can use it from any computer no need to download and install it.

Return on Investment

Every department of the company are integrated so you can track where is your project is stuck and where you need to give attention. You should be able to achieve the project timeline with the help of IFS Customer Engagement. I have completed my project on time, so the customer is pleased.
IFS Customer Engagement has all the modules that cover all the business processes by organizations. It's like one software solution for all functions.

Other Software Used

SOLIDWORKS, Microsoft 365 (formerly Office 365), Skype for Business (formerly Lync), now part of Microsoft Teams, DraftSight

Verified User

Consultant in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

My company had no prior ERP system in place. There was a lot of paperwork resulting business operations and processes to take many days. End users have been a little reluctant to get adapted with IFS but with time they have got to know its functionalities and their work has been a lot easier and faster. IFS is an inclusive ERP addressing all functional areas.

Pros

Strong Supply Chain Module.
Asset Management Process is well addressed.
IFS Manufacturing Module.

Cons

IFS Human Resource Management Module needs improvement on Time Management, Employee Development and Recruitment sub-modules.
IFS Payroll module is off cloud, its functionality seems difficult compared to other IFS modules.

Most Important Features

Ship Building and Ship Repair are the most important features of IFS.
Very detailed configuration in the system.

Return on Investment

End user satisfaction has subsequently increased.
Well Integrated services.
Companies with Manufacturing process have and edge.

Alternatives Considered

IFS Applications, Infor SunSystems and SAP ERP

Other Software Used

IFS Applications, SAP ERP, Infor SunSystems

Verified User

Analyst in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

There is no solution as adaptable as IFS customer engagement, centralized networking to provide support on a global level in real-time to provide the best experience possible. It has always been a lack of IT support for ERPs as support staff works in silos without any integrated approach whatsoever. Creating a concrete approach to enhance the satisfaction of customers through chat, calls, and messages ultimately wins over the client.

Pros

In case of any status changes if any perquisites are required so ICE portal always identifies and provides support.
Key expiry that a customer faces, ICE can also provide assistance.

Cons

Quick response on emails is sought, chat staff sometimes takes time.

Most Important Features

On call assistance.

Return on Investment

It's very optimistic for business when it comes to the satisfaction that support is with us for all the times and ultimately it increases the productivity altogether.

Other Software Used

Infor EAM, IFS Applications, Infor SunSystems

Verified User

Professional in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

Organization-wise centralized the business process and connect the departmental process and application component to view the holistic and deep-down information in report format. especially convert the manual shipbuilding process to automation and handle process through the application. It also helps shipbuilding departmental production processes and automize the process throughout the organization.

Pros

Asset Management Process.
Manufacturing Process.
Project Management Process.
Supply Chain Process.
Human Resource Management Process.

Cons

Payroll Management.

Most Important Features

Ship Building.

Return on Investment

Digital Transformation and Centralized the Business Process.

Other Software Used

Mission Control - Project Management Software, Digital Asset Management, YourMembership by Community Brands

IFS Customer Engagement

What is IFS Customer Engagement?

Categories & Use Cases

Reviews