Service as a Success Factor: IFS Receives Highest Recognition in Current Gartner Study
Today, service determines competitiveness – especially in service-intensive industries such as manufacturing, plant engineering, and construction. The current Gartner Peer Insights “Voice of the Customer” study clearly shows the difference powerful Field Service solutions make. Based on verified user feedback, IFS was the only provider to be recognized as a “Customers’ Choice” in Field Service Management – with exceptionally high satisfaction and recommendation rates.
- 11. März 2026
Customer Feedback Instead of Analyst Opinion: A Clear Market Signal
In markets with a high service component, customer satisfaction with your service processes matters more than ever. The current Gartner Peer Insights “Voice of the Customer” study on Field Service Management (FSM) provides a clear signal here.
What is special about this study: It is not based on theoretical analyst evaluations, but exclusively on direct, verified feedback from users who work with the systems daily. The result: IFS is a clear leader. One detail stands out in particular. IFS was the only provider to be recognized as a “Customers’ Choice” in Field Service Management.
What Exactly Does “Customers’ Choice” Mean?
The “Customers’ Choice” award is only given to providers who significantly exceed the market average in both user satisfaction and recommendation rates. IFS convinces across the board here:
- 91% of surveyed users would recommend IFS Cloud in FSM.
- 4.6 out of 5 stars is the average rating from practitioners.
The continuity is remarkable: IFS already received the award in the “Cloud ERP for Product-Centric Companies” category last year. This confirms that IFS excellently covers the entire value chain – from core ERP to on-site service.
3 Reasons Why Users Benefit in Practice
Why is satisfaction so high? Customer feedback can be summarized in three core points:
- Seamless End-to-End Processes: From intelligent resource planning and mobile apps for technicians to automated billing, all components work together smoothly.
- True Partnership: Users emphasize the structured implementation and the feeling of actively participating in the software’s further development.
- Measurable Efficiency: Higher first-time fix rates and optimized resource planning ensure a quick ROI.
Focus: Manufacturing, Plant Engineering & Construction
Especially in industries like plant engineering, general engineering, and construction, pressure is increasing. Machines are becoming more complex, projects more international. Here, service is no longer just an “add-on,” but the decisive margin driver, creating additional value and customer loyalty. Investing in modern FSM solutions here secures long-term competitive advantages.
Companies in these areas face the challenge of precisely planning service deployments, keeping spare parts available, integrating project and service processes, and simultaneously ensuring maximum transparency for the customer.
The current Gartner study clearly shows: Solutions perceived by users as powerful, reliable, and collaborative form the basis for sustainable service success.
Your Path to Excellent Service Processes
The recognition as the sole “Customers’ Choice” in Field Service Management is a strong signal. In combination with the “Customers’ Choice” award received last year in Cloud ERP for product-centric companies, it becomes clear that IFS is exceptionally positively rated by users in both its core system and service environment.
As a Premier Partner of IFS, we support you in transforming these theoretical potentials into real performance.
Evaluate Service Potentials Concretely Now
Would you like to know how much efficiency improvement is possible within your organization? Let us analyze your current situation together and identify optimization opportunities.
Arrange your personal consultation now.
We look forward to exchanging ideas with you.
Further information on the study results can be found here on the Gartner website.