On My Way for IFS Field Service Management
IFS Field Service Management with PSO is a best-in-class scheduling and optimisation engine — but the native customer experience is limited. On My Way adds self-service rebooking, real-time tracking, automated notifications and NPS feedback on top of IFS, with no custom development.
Trusted on enterprise field service operations
The On My Way customer experience, running on top of IFS Field Service Management.
The optimisation is best-in-class. The customer experience is the gap.
IFS Field Service Management and PSO deliver powerful appointment optimisation, mobile workforce management and service execution. What they do not give your customers is a modern, branded self-service journey — live technician tracking, easy rebooking, proactive SMS and email, and a feedback loop on every visit.
The native IFS customer portal can show appointment details, but a fully branded, self-service experience with optimised rebooking, in-appointment marketing and NPS capture means significant build and maintenance effort.
On My Way layers a purpose-built customer-communication experience on top of IFS via API, so you keep your investment in IFS PSO and close the customer-experience gap without rebuilding anything or touching your scheduler.
Built for IFS Cloud and PSO
IFS Field Service Management — and the Planning & Scheduling Optimisation (PSO) engine at its core — is among the strongest dynamic-scheduling platforms in the market, spanning IFS Cloud and earlier IFS Applications estates. What it does not ship is a modern, branded customer experience: live tracking, self-service rebooking and per-visit feedback all take significant build.
On My Way layers that experience on top of IFS via API, reading appointment and resource data from PSO and writing customer changes back — with no change to your planning board or the IFS mobile app.
See it in context
On My Way and IFS, side by side
Your dispatchers keep working in IFS exactly as they do today. On My Way reads appointment, work-order and technician-status data through the IFS API and turns it into a branded, real-time experience for the customer — no IFS mobile or admin changes required.
Contact-centre agents get the same live appointment status the customer sees, so "where is my engineer?" calls are answered (or deflected) instantly, right alongside the IFS record.
What On My Way adds to IFS Field Service Management
Self-service rebooking
Customers move a IFS appointment to a greener slot themselves — cutting no-shows and inbound calls.
Real-time technician tracking
A live ETA and map driven by IFS status, so customers stop calling to ask where the engineer is.
Automated notifications
Branded SMS and email confirmations and reminders that lift appointment attendance.
NPS & feedback capture
Measure satisfaction on every IFS work order, visit by visit, and feed it back to your team.
In-appointment marketing
Promote services, plans and offers inside the tracking experience your customers actually open.
Contact-centre view
Agents see the same live status as the customer, right alongside your IFS console.
How the IFS integration works
Connect via API
On My Way connects to IFS Field Service Management through its API — appointments, work orders and technician status sync automatically. No custom IFS development.
Configure your experience
Brand the customer tracker, set notification rules and rebooking windows, and choose exactly what data flows between IFS and On My Way.
Go live in 4–6 weeks
Launch on top of your existing IFS setup — no rip-and-replace, no disruption to dispatch or the IFS mobile app.
IFS Field Service Management native customer portal vs On My Way
| Capability | Native IFS portal | On My Way |
|---|---|---|
| Live technician tracking & ETA | Limited | Yes — real-time, map-based |
| Self-service rebooking | Basic / build-your-own | Yes — optimised green slots |
| Branded SMS & email notifications | Add-on / custom | Built-in, fully branded |
| Appointment reminders & confirmations | Manual / flows | Automated, two-way |
| NPS & feedback per visit | No | Yes — every work order |
| In-appointment marketing | No | Yes |
| Write-back to IFS schedule | Custom build | Yes — native API |
| Contact-centre agent view | Console only | Yes — same live status |
| Multi-language / localisation | Build-your-own | Built-in |
| Branding & white-label | Heavy build | Configured, no code |
| Custom development required | Custom IFS build | None |
| Time to deploy | Custom build | 4–6 weeks, configured |
| Call-deflection guarantee | None | 35% in 90 days |
Enterprise-ready, with zero disruption to IFS
On My Way reads from IFS Field Service Management through its API and never becomes your system of record — your IFS instance 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 tracking links are passcode-protected, so appointment data stays private.
Encrypted in transit
All data moving between your WFM 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 IFS development
Integration is configuration, not construction — nothing to build or maintain in your WFM.
API-first, zero disruption
Dispatchers keep working in IFS exactly as they do today.
On My Way for IFS Field Service Management: the essentials
- Works with IFS Field Service Management via API.
- Adds self-service rebooking, live tracking, notifications, NPS and marketing.
- No custom IFS development and no disruption to dispatch.
- Go live in 4–6 weeks with a 35% call-deflection guarantee in 90 days.
What enterprise teams see
Customer-facing metrics measured against pre-On My Way baselines. Verified by both parties.
Frequently asked questions
Does On My Way work with IFS Field Service Management and PSO?
Yes. On My Way integrates with IFS via API, syncing appointments, work orders and technician status. It adds the customer-facing layer that IFS does not provide out of the box.
Do I need custom IFS development?
No. The integration is configuration, not construction — no custom IFS development is required to go live.
Can customers reschedule their IFS appointment themselves?
Yes. On My Way offers self-service rebooking into optimised "green" slots, which writes back to your IFS schedule — reducing no-shows and inbound calls.
Does it work with the IFS mobile app?
Yes. On My Way sits on the customer side and reads technician status from IFS, so your engineers keep using the IFS mobile app unchanged.
How long does it take to go live?
Typically 4–6 weeks, layered on top of your existing IFS deployment with no disruption to scheduling.
What data is shared between IFS and On My Way?
Only what is needed to power the customer experience — appointment times, technician status/ETA and work-order references. You control the data flows during configuration.
Is my data secure and GDPR-compliant?
Yes. Access is passcode-protected, data is encrypted in transit, and the deployment is built to meet GDPR and works-council requirements.
The guarantee
Hit 35% call deflection in 90 days — or we work for free.
Same system, same engineers, same work orders. We bolt On My Way on top, agree the deflection target with you, and if we don’t hit it inside 90 days we keep working without fees until we do.