BRITA Redesigns Drinking Water Service With Comprehensive Solution from IFS

Jul 10, 2020 • News • Workforce Scheduling • Digital Transformation • field service management • IFS • Software • BRITA

IFS, the global enterprise applications company, announces that BRITA, one of the world’s leading companies in drinking water optimization, has selected IFS’s comprehensive service management solution covering field service management, workforce scheduling & planning, and customer engagement.

BRITA is fully committed to customer service as the main point of competitive differentiation. To power its pursuit of becoming global market leader, the company needed a comprehensive service management solution that could ensure a consistent and positive customer experience globally while delivering workforce efficiency and data accuracy.

THE importance OF FIELD SERVICE management for global enterprises

Following a competitive bid process involving several enterprise software vendors, BRITA selected IFS based on the solution’s wide-ranging field service management functionality and native integration with workforce scheduling and planning capabilities.

The central IFS solution will unify a number of manual processes with a holistic end-to-end platform that spans the entire service value chain, from service request management to automated technician dispatch and maintenance and repair completion. The solution will also help BRITA in the future to return and recycle spent water filter products.

The IFS solution, which will be used by BRITA’s field and customer service staff in Germany, France, Switzerland, Benelux, and the UK, will be fully integrated with the company’s existing enterprise resource planning (ERP) and customer relationship management (CRM) systems.

“Customer service is a vital part of our value proposition and a key differentiator in our highly competitive market segment,” said Tanja Manegold, Senior Group Director Service Prof. Dispenser at BRITA. “Investing in a best-in-class service management suite will help us advance our leading position. IFS was able to present us with a fully integrated platform that can deliver one version of the truth, which will help us deliver on our service-level agreements and enhance our first-time fix rates.”

Marcus Pannier, IFS Managing Director, Germany, Switzerland, and Austria, added, “We are honored to work alongside such a globally renowned brand such as BRITA. All around the world, leading-edge manufacturers like BRITA are looking to service and servitization strategies to boost revenues and earn more customer hearts and minds. At IFS, we have anticipated this shift and are ready to equip these early movers with robust enterprise software that is designed to enhance workforce efficiency while safeguarding a great customer experience.”