Case Study: Netser Group achieves dramatic SLA reduction and unified service across 28 countries with IFS Field Service Management

Netser leverages IFS Field Service Management™ to deliver on aggressive service level agreements across nearly 30 countries

Netser, a South Florida–based IT services leader with about 400 field engineers, provides on-site and remote support across 28 countries in Latin America and the Caribbean. Its main challenge was coordinating high volumes of service in multiple time zones, languages and cultures while meeting aggressive international service level agreements (SLAs) for multinational customers that prefer a single regional point of contact.

Netser implemented IFS Field Service Management to automate ticketing, integrate customer systems, manage reverse logistics and depot repair, and gain end-to-end supply chain visibility. The solution sped engineer response and increased productivity, reduced operating costs and customer friction, and dramatically improved SLAs—cutting an example customer’s event closure time from 50 days to three—while paving the way for IoT and predictive analytics.

Netser Group

Francisco Herrara

Chief Executive Officer