On My Way vs the IFS customer portal: a dedicated layer for IFS
IFS is a powerful enterprise scheduler — and even best-in-class IFS operations add a dedicated customer layer rather than rely on the native portal. On My Way layers onto IFS (including IFS PSO) via API and adds the self-service customers expect, without touching how you plan.
Compared on enterprise field service operations
A dedicated customer-experience layer, running on top of IFS.
A world-class scheduler — with a dedicated customer layer on top.
IFS is a leading enterprise field service platform, strong on planning, scheduling and optimisation (IFS PSO) across complex, asset-heavy operations. It is a serious scheduler, and On My Way never replaces it.
The tell is in how the best IFS operations behave: rather than rely on the native customer portal, they add a dedicated customer-experience layer. The native experience is operations- and planning-first; self-service rebooking, branded two-way messaging, NPS per visit and marketing are where a dedicated layer earns its place.
On My Way reads from IFS via API and delivers that layer as configuration. Leadent Digital implements IFS and builds On My Way on top of it — so the customer layer is designed by specialists who know the platform itself.
Native IFS portal or a dedicated layer?
Where IFS is strong
Enterprise planning, scheduling and optimisation (PSO) for complex operations. Keep IFS as your system of record — On My Way layers on top.
What the native portal does
Shows appointment status and some notifications, operations-first. For basic look-ups inside IFS, it may be enough.
Where On My Way adds value
Self-service rebooking, branded comms, NPS, marketing and a contact-centre view as configuration — with a 35% call-deflection guarantee.
WFM-agnostic by design
Your WFM
IFS
Keeps doing scheduling, dispatch and work orders — unchanged.
Middleware
On My Way
Syncs appointments via API and surfaces a branded customer layer.
Your customers
Self-service & tracking
Live ETA, rebooking, notifications and feedback — no app to install.
IFS customer portal (native) vs On My Way
| Capability | IFS (native portal) | On My Way |
|---|---|---|
| Role | Planning, scheduling & optimisation (PSO) | Customer-experience layer on top of IFS |
| Customer-facing portal | Operations-first, status-led | Dedicated, fully brandable customer portal |
| Real-time technician tracking & ETA | Varies | Yes — real-time, map-based |
| Self-service rebooking into optimised slots | Limited | Yes — optimised slots, writes back to IFS |
| Branded SMS & email notifications | Configurable / add-on | Built-in, fully branded, two-way |
| NPS & feedback per visit | Not a focus | Yes — every work order |
| In-appointment marketing | No | Yes |
| Configurable branding / white-label | Limited | Fully configurable, no code |
| Contact-centre agent view | Within IFS | Yes — unified live status |
| Works across multiple WFMs | IFS only | Yes — WFM-agnostic |
| Survives a WFM change | Lost if you migrate | CX & data stay with On My Way |
| Built by IFS implementers | — | Yes — Leadent implements IFS and builds On My Way |
| Time to deploy | Varies | 4–6 weeks, configured |
| Call-deflection guarantee | None | 35% in 90 days |
Even best-in-class schedulers get a layer on top
If the native portal were enough, the best-run IFS shops would not add one.
IFS plans and schedules complex operations exceptionally well. Stretching the native portal into a flexible, branded customer-experience product means custom work and ongoing maintenance — effort that competes with your IFS roadmap.
On My Way takes that on as configuration. It layers onto IFS (including PSO) via API and delivers self-service rebooking, branded comms, NPS and a live ETA — without competing with your IFS roadmap.
What On My Way adds over the native portal
Self-service rebooking
Customers move an appointment to a greener slot themselves — cutting no-shows and inbound calls, writing back to your scheduler.
Real-time tracking & ETA
A live ETA and map so customers stop calling to ask where the engineer is.
Automated notifications
Branded SMS and email confirmations and reminders that lift attendance.
NPS & feedback
Capture satisfaction on every visit and route detractors to your team fast.
In-appointment marketing
Promote services, plans and offers inside the tracking experience customers open.
Contact-centre view
Agents see the same live status as the customer, deflecting “where is my engineer?” calls.
Adding On My Way to IFS
Connect to IFS
On My Way connects to IFS (including IFS PSO) via API — appointments, work orders and technician status sync automatically. No rip-and-replace.
Configure your experience
Brand the customer portal, set notification and rebooking rules, and choose exactly what data flows.
Go live in 4–6 weeks
Launch on top of IFS — with no disruption to planning and a 35% call-deflection guarantee.
Enterprise-ready, with zero disruption to IFS
On My Way reads from IFS through its API and never becomes your system of record — your scheduler stays the source of truth.
SSO via Microsoft Entra ID
Single sign-on for your team, with role-based access to the On My Way console.
Passcode-protected access
Customer portal links are passcode-protected, so appointment data stays private.
Encrypted in transit
All data moving between IFS and On My Way is encrypted end to end.
GDPR & works-council ready
Built to meet GDPR and European works-council requirements out of the box.
No custom development
Integration is configuration, not construction — nothing bespoke to build or maintain.
API-first, zero disruption
Dispatchers keep working in IFS exactly as they do today.
Proven on IFS and across enterprise field service.
On My Way runs on top of enterprise WFM platforms at scale, including IFS. Across Bosch, Foxtel and E.ON deployments the customer-experience layer delivers the outcomes below — using only each client’s own approved results.
53%
Bosch — ETA call reduction
38%
Foxtel — no-show reduction
19%
E.ON — first-time fix uplift
“
IFS planned our work superbly, but the customer experience was operations-first. Adding On My Way on top of IFS gave customers real self-service rebooking and branded comms — without changing how we plan.
Head of Field Service Operations, enterprise manufacturer
The verdict in four lines
- IFS is a best-in-class enterprise scheduler (PSO) — keep it.
- Its native customer portal is operations-first; self-service, branding, NPS and marketing are the gap.
- On My Way adds all of that as configuration, on top of IFS via API — without changing how you plan.
- It is WFM-agnostic and backs the result with a 35% call-deflection guarantee in 90 days.
The On My Way guarantee
Hit 35% call deflection in 90 days — or we work for free until you do.
We are confident enough in the field service customer experience to put our fee on the line.
Book a demo →Frequently asked questions
Does On My Way replace IFS?
No. On My Way is WFM-agnostic and sits on top of IFS (including IFS PSO scheduling) via API. IFS keeps doing planning, scheduling and optimisation; On My Way adds the customer self-service layer. Your planners keep working in IFS exactly as they do today.
Why add a dedicated layer if IFS is enterprise-grade?
IFS is a powerful enterprise scheduler, and that is exactly the point: even operations running best-in-class schedulers like IFS add a dedicated customer layer rather than rely on the native portal. The native customer experience is operations-first; self-service rebooking, branding, NPS and marketing are where a dedicated layer adds value.
Does Leadent know IFS?
Yes. Leadent Digital implements IFS and builds On My Way on top of it — so the customer layer is delivered by specialists who know the platform.
Can customers reschedule into optimised slots?
Yes. On My Way offers self-service rebooking into optimised slots that writes back to your IFS schedule — respecting planning and capacity, and reducing no-shows and inbound calls.
Is it secure and GDPR-compliant?
Yes. Access is via passcode-protected links, data is encrypted in transit, SSO is available via Microsoft Entra ID, and the deployment is built to meet GDPR and works-council requirements — important for European IFS operations.
How long does it take to go live on IFS?
Typically 4–6 weeks, configured on top of your existing IFS deployment with no disruption to planning — backed by a 35% call-deflection guarantee in 90 days.
Add a customer layer to IFS
See On My Way running on top of IFS — self-service rebooking, branded comms and a live ETA, with a 35% call-deflection guarantee in 90 days.