Deliver elevated customer experience over a future ready platform - IFS
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Deliver elevated customer experience
over a future ready platform
Copyright © 2021 Tata Consultancy Services Limited
Customer experience has become a cardinal The challenges only accelerated with the
differentiator which is true for almost all onset of the global pandemic of 2020. A
industries. Vendors are facing ever increasing recent study on consumer expectations of
competition to achieve excellence and stay technical support and technician visits
ahead of the curve as they strive to meet during the COVID-19 pandemic revealed
burgeoning customer expectations such as that while most customers expect their
maximum efficiency, reduced cost, stricter providers to resolve issues as quickly and
compliance with SLAs etc. With products and efficiently as before the pandemic, 75% did
services getting commoditized, customer not want technician visits unless absolutely
experience (CX) is the sole factor that sets a necessary.
company apart. In a recent survey of
customer service leaders of nearly 300 However, the right convergence of
manufacturing companies, 86% conceded that technology such as Cloud, 5G, Internet of
the customer experience they delivered was a Things (IoT), Digital Twins, Process
key differentiator. Automation, Artificial Intelligence (AI),
Customers are no longer satisfied with the Machine Learning (ML), Augmented Reality
“one-and-done” sale of product hinged upon (AR / VR) etc. coupled with cultural
the features and attributes - rather they are acceptance and capital availability, bids fair
looking for solutions to drive specific business to overcome the seemingly insurmountable
outcomes for them. This has galvanized a challenges. From a technology perspective,
tectonic shift in business models from product “plumbing” is where the value lies, but from
based through product-service, service and a business perspective real value is
service-outcome to outcome-based business generated by converting data into
models where the customer pays the vendor actionable information.
only when they get paid thus transferring the
risk completely to the vendor.
Copyright © 2021 Tata Consultancy Services Limited
Proper value modelling, based on the profound insights emanating from the abundance of
operational data, can create value in the following ways:
Make products better: Streams of data collected Make new products: Insights gained
from the products directly via the sensors, through collection of data such as usability,
actuators and embedded systems connected to utility etc., which were not available
the products help make product experience before, create exponential value by giving
better by incorporating the feedback into the rise to new product categories, products
next release and mass personalize them and solutions aiding companies to
according to customer needs. revolutionize their businesses and
embrace risk with assurance. For example,
Make the products operate better: Efficiency is
Damen Shipyard is no longer recognized as
increased through reduction of cost by
a ship builder but a maritime solutions
optimizing the workforce and increasing the
provider – thanks to the wealth of insights
uptime of the assets. For example, smart grid,
created from the data they received
which does not require a lot of crew, optimizes
through the sensors connected to the
efficiency through remote fixing of problems
ships they had manufactured. Today,
thus reducing truck rolls and improving
customers are transforming their overall
employee safety.
business model where products are merely
Make service better: Moving from reactive enablers embedded as part of the
(acting after the fact) and proactive (scheduled) customer’s service led offerings.
maintenance to predictive (predicting a failure
even before the warning signs appear, make
changes to the assets remotely, equip the
workforce, if at all a visit is required, with the
right knowledge and parts to ensure first time
right fix) and prescriptive maintenance
(mitigating the risk by reverse engineering the
processes to make changes to the assets so that
the failure does not occur in future) are essential
to make service better.
Copyright © 2021 Tata Consultancy Services Limited
Customer relationships are now dictated by
business models (product based, product-
service, service, service-outcome, outcome
based etc.). The longer these business
models are connected to the customers, the
more one can learn about the customer
behavior, their preferences, usability, utility
and performance of the products. These
insights help customers succeed and
deepens the relationship by transitioning
from a few discrete points of contact (pre-
sales, sales) to continuous contact thereby
increasing Customer Lifetime Value (CLV).
Vendors tend to care more and for longer as
their success is now directly dependent on
the success of their customers.
At the same time, vendors have more cross-
sell/up-sell opportunities and can discover
new market segments. Analytics enables
vendors to reduce dispatch costs by
optimizing field force, spare parts inventory,
mass personalization as per customer
requirements, providing predictive and
prescriptive maintenance support.
Copyright © 2021 Tata Consultancy Services Limited
Solution and Accelerators
IFS has harnessed the power of these technologies and consolidated into a single smart platform
called IFS CLOUD™. IFS CLOUD™ is all about anticipating the needs of the customers, delivering
high customer satisfaction and achieving repeat business. This is accomplished by having the right
technicians in the right place at the right time with right knowledge and right parts to ensure
quick turnaround, so the first-time fix ratio is very high. Aligning this through one platform means
that vendors not only perform when it matters for their customers, but can unearth new ways to
create value, evolve existing business models and build resilience. With IFS CLOUD™, IFS
transcended the traditional barriers between ERP, EAM, HCM, CRM and FSM and has unified
them into one single product retaining the flexibility required to build a composable enterprise.
IFS CLOUD™ comes with both Managed Cloud and On-Premise residency options.
Power BI
Receive and store
up to billions of
sensor readings
Machine Learning
Fig : IFS CLOUD R121 plumbing
• Sensor on assets • Receive and store • Receive and store • Maintenance and
• Local comms/ sensor readings – thousands of service
gateways millions / billions “observations” • Production and
• Internet comms • Real time stream • Automated prescriptive engineering
• SCADA / PLC / analysis actions • Logistics
OPC • Data Mining • Human review, • Strategic, end to end
algorithms and augmentation and action performance
visualizations • OT to IT mapping management
Fig : IFS CLOUD™ value creation
IFS CLOUD™ de-risks and accelerates digitalization initiatives by helping vendors transform raw
data into actionable insights which are further planned and optimized. IFS IoT Business
Connector™ provides a reference architecture, all the plumbing to get things working, the IoT
Discovery Manager to manage insight discovery using Microsoft Azure IoT Suite™, and the IoT
Controller™ to configure the right action to be taking in response to IoT observations.
Copyright © 2021 Tata Consultancy Services Limited
TCS Value Differentiators
IFS and TCS work together to deliver unsurpassed business value to our customers by helping
them establish a robust, future-ready ecosystem quickly and efficiently, to unlock their full
potential and trigger exponential growth.
Our solution allows our customers to tap into their customer base and convert the rich quarry
of data into meaningful and valuable information. This helps our customers to enhance their
customers’ experience through personalization of products and services geared towards
specific outcomes. Our solution increases efficiency and reduces cost, and helps our customers
to unearth new revenue streams and embrace risk with aplomb.
Our vertical specialization in Energy, Utilities and Resources, Manufacturing,
Telecommunications, Aerospace and Defense, Engineering, Construction and Infrastructure,
and Service industries allows us to delve deeper into our customers' business to provide
solution tailored to their unique needs.
We create differentiated value by virtue of our combined domain expertise and collective
knowledge, underpinned by world-class products and overarching services ranging from
advisory, consulting to implementation and support, bolstered by a proprietary, pre-configured
solution called TCS CRYSTALLUS™. Our offering is a culmination of innovation and best
practices gleaned over decades. It is designed to aid our customers to build a "composable
enterprise" with those components which are relevant. Our offering allows our customers to
maximize existing investments and come up with a flexible, agile, resilient, and predictive
business model.
Improved business Accessible from anywhere, Industry focused,
agility & time to value anytime and through any device best solution fit
Copyright © 2021 Tata Consultancy Services Limited
IFS’s ERP system helped leading automation provider grow and
support operations globally
A global company providing automation systems for various industries, including tire, food
and retail. To ensure strong global growth throughout they adopted IFS Applications™ to
support their operations around the world. Being a project-based company, the IFS system
was the best fit for the customer as it enables management of full life cycle.
Currently, the IFS Applications system has over 300 users. When the subsidiaries in the US and
Canada are added the number of users shall exceed 400.
Not only did the IFS ApplicationsTM system improve internal operations, but down the line,
the benefits will also become visible to their customers in clearly improved and faster
customer service and project life cycle management
BENEFITS REALIZED -
• Improved financial, supply chain, production, project, travel expense invoicing and e-
invoicing management
• Improved communications and enables real-time access to information
• Facilitated cooperation between the company’s different units ensuring seamless operational
activities
• Reduce unnecessary work, saving time and money
Ref: https://www.ifs.com/in/our-customers/2019/05/14/cimcorp-oy/
Copyright © 2021 Tata Consultancy Services Limited
One of the world’s leading brewery group’s recipe for brewing
service excellence
A leading brewery company needed to support its field service operations and repair centers
by focusing on creating synergies between the commercial relationship and service,
maintaining visibility of its breadth of assets and product stock, and reacting quickly –
preemptively even – to any equipment issues. The company chose IFS FSM to manage their
service operations and served as a central repository for customer’s inventory visibility and
IoT data. Having a single view of the assets, whether fielded at customer sites or located in
the repair shops and warehouses, proved to be highly beneficial.
The IFS FSM system housed all of the customer’s IoT data and used to automatically create a
ticket and dispatch a technician when service is required. The tool also helped the customer
to better model across its services, from installation and refurbishment to predictive
maintenance, break/fix and cleaning, to realize the cost elements and invoice centrally and
correctly. With the initial deployment of IFS FSM, an efficiency gain of between 10-15 percent
was expected.
BENEFITS REALIZED -
• Projected efficiency gains between 10-15%
• Flexibility to support new delivery models for products and services
• Feature-complete mobile software
• Deployment flexibility as a managed cloud
• End-to-end IoT integration
Ref : https://www.ifs.com/in/our-customers/2020/11/18/carlsberg/
Copyright © 2021 Tata Consultancy Services LimitedBuilding on belief
About TCS
Tata Consultancy Services is an IT services, consulting and business solutions organization that has
been partnering with many of the world’s
largest businesses in their transformation
journeys for over 50 years. TCS offers a
consulting-led, cognitive powered,
integrated portfolio of business,
technology and engineering services and
solutions. This is delivered through its
unique Location Independent Agile™
delivery model, recognized as a
benchmark of excellence in software
development.
For more information, visit us at
www.tcs.com
About IFS
IFS develops and delivers enterprise
software for companies around the world
who manufacture and distribute goods,
build and maintain assets, and manage
service-focused operations. Within a
single platform, their industry specific
products are innately connected to a single data model and use embedded digital innovation
so that IFS customers can be their best when it really matters to their customers—at the
Moment of Service.
The industry expertise of their people and growing ecosystem, together with a commitment to
deliver value at every single step, has made IFS a recognized leader and the most
recommended supplier in the sector. The team every day live values of agility, trustworthiness
and collaboration in how IFS support 10,000+ customers. Learn more about how enterprise
software solutions can help your business today at ifs.com.
Author:
Shaon Chakrabarti
Global Strategy & Solutions Head
TCS IFS Practice
IFS.Sales@tcs.com
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