IFS has completed the acquisition of mplsystems Limited and Field Service Management Limited. mplsystems Limited is a provider of omni-channel contact center and customer engagement software that, together with IFS’s Service Management offering, provides a complete end-to-end customer engagement solution. Field Service Management Limited, an implementation specialist of Field Service Management solutions in the UK and Ireland will bolster IFS’s Service Management sales, consulting, and support organisation in the region.
Commenting on the acquisitions, Fredrik vom Hofe, Group Senior Vice President for Business Development at IFS said “The opportunity resulting from the acquisition of mplsystems will mean that businesses around the world who want to deliver the best customer service from the moment a customer makes an enquiry through to an issue being resolved, now have the most complete and connected service management proposition available on the market’.
Paul White, CEO of mplsystems Limited, stated “The team at mplsystems is delighted to be joining forces with IFS. We now have a great opportunity to take our award winning omni-channel and customer engagement solutions onto the world stage”.
Alex Stratis, Research Analyst at IDC, commented: “The combination of IFS’s existing capabilities in managing field service with mplsystems’ ability to connect to service recipients via contact center, web, text, and mobile interfaces means customer engagement can be managed in a more integrated way. Both companies share similar values in innovation and a customer centric mindset which is important for the businesses to effectively integrate.”