List of IFS Customer Engagement Customers
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Since 2010, our global team of researchers has been studying IFS Customer Engagement customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased IFS Customer Engagement for Customer Engagement from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using IFS Customer Engagement for Customer Engagement include: INDIGO Group, a France based Transportation organisation with 14500 employees and revenues of $1.14 billion, Brita, a United States based Manufacturing organisation with 2450 employees and revenues of $799.0 million, Baxi Heating, a United Kingdom based Manufacturing organisation with 1267 employees and revenues of $378.0 million, Fitness First, a United Kingdom based Leisure and Hospitality organisation with 600 employees and revenues of $200.0 million and many others.
Contact us if you need a completed and verified list of companies using IFS Customer Engagement, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The IFS Customer Engagement customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Baxi Heating | Manufacturing | 1267 | $378M | United Kingdom | IFS | IFS Customer Engagement | Customer Engagement | 2018 | n/a |
In 2018, Baxi Heating implemented IFS Customer Engagement as a cloud-based omni channel Customer Engagement platform to centralize and modernize contact center operations. The deployment targeted Baxi Heating Ltd customer service across the UK and Ireland, addressing thousands of inbound customer requests and the need for a unified cross-channel communication experience.
Phase one delivered a revamped omni channel contact center and an AI powered agent desktop that combines CRM with communications, unifying phone and email channels while providing extensive reporting, wallboards, and dashboards. The implementation included a flexible IVR and call routing editor that translated and simplified complex routing logic to meet aggressive project timelines.
IFS Customer Engagement was deployed in the cloud and integrated with the companys CRM tool and with Teleopti for workforce management, providing agent scheduling, forecasting and performance management within the same operational surface. Planned extensions documented by the vendor and Baxi include online chat, AI and natural language processing chatbots, a knowledge base, and customer surveys to expand self service and automation capabilities.
Governance and process change emphasized consolidating disparate communications onto a single supplier platform and reconfiguring agent workflows around the new agent desktop, with phase one already complete. Outcomes reported by Baxi Heating after the IFS Customer Engagement deployment include halving average handling time and agents becoming 20 percent more effective in their day to day operations.
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Brita | Manufacturing | 2450 | $799M | United States | IFS | IFS Customer Engagement | Customer Engagement | 2020 | n/a |
In 2020, BRITA implemented IFS Customer Engagement, deploying a Customer Engagement application to standardize and modernize service delivery across its European operations. The rollout targeted field and customer service staff and aimed to create a consistent customer experience while improving workforce efficiency and data accuracy across Germany, France, Switzerland, Benelux, and the UK.
The implementation centers on IFS Customer Engagement modules for field service management, workforce scheduling & planning, and customer engagement, creating a holistic end to end service management platform. Functional capabilities implemented include service request management, automated technician dispatch, and maintenance and repair completion, with roadmap capabilities to support return and recycling workflows for spent filter products.
The cloud based IFS Customer Engagement solution was fully integrated with BRITA's existing enterprise resource planning and customer relationship management systems to ensure one version of the truth across service operations. Integration points consolidate service records, workforce schedules, and customer case data to support coordinated dispatching and post service reconciliation between field operations and corporate systems.
Governance and process changes focused on replacing manual procedures with a unified platform and standardized workflows, enabling adherence to service level agreements and improving first time fix rates as stated by BRITA leadership. The deployment aligned service, scheduling, and customer engagement functions under common data and operational policies to support ongoing servitization and centralized service management practices.
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Fitness First | Leisure and Hospitality | 600 | $200M | United Kingdom | IFS | IFS Customer Engagement | Customer Engagement | 2017 | n/a |
In 2017, Fitness First implemented IFS Customer Engagement to consolidate and streamline its UK contact centre operations. The deployment focused on a unified agent desktop to support the full spectrum of member interactions, covering inbound calls, outbound retention programmes, email, mailings and social media engagement within the Customer Engagement category.
The implementation configured IFS Customer Engagement to surface interaction history and case records directly in the agent interface, enabling standardized handling of joins, membership updates and renewals. Configuration emphasized interaction routing, case management workflows and campaign orchestration to support outbound retention activity and multi-channel inbound enquiries.
Operational coverage targeted Fitness Firsts UK contact centre, aligning customer service, retention and marketing communications functions under a single desktop and interaction repository. Integrations centered on telephony session handling and multichannel messaging channels to reduce agent context switching and provide a consolidated view of member interactions.
Governance changes included standardised agent workflows and scripted interactions, together with centralized interaction logging to enforce consistent handling of membership lifecycle events. The project was positioned to improve customer contact performance by simplifying agent tooling and unifying member interaction data within IFS Customer Engagement.
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Transportation | 14500 | $1.1B | France | IFS | IFS Customer Engagement | Customer Engagement | 2015 | n/a |
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