IFS Cloud Platform and Freshdesk compete in the enterprise solutions category. IFS Cloud Platform takes the upper hand with its comprehensive ERP capabilities, while Freshdesk excels in ease of use and ticket automation, appealing to businesses seeking simplicity.
Features: IFS Cloud Platform features a Pricing Matrix for complex pricing models, robust Warehouse Functionality supporting multi-business operations, and offers customizable architecture for ERP integration. Freshdesk boasts ticket automation, an omnichannel presence, and a user-friendly customizable solutions center, providing email and social media ticketing services.
Room for Improvement: IFS Cloud Platform could enhance by addressing its complexity and lack of mobile compatibility, alongside improving workflow design, reporting, and flexibility. Freshdesk faces delays in technical support and complexities with features like ticket tagging and lacks strong language localization and asset management.
Ease of Deployment and Customer Service: IFS Cloud Platform provides options for Hybrid Cloud, Private Cloud, and On-premises deployment, although customization delays may occur due to overseas development. Freshdesk employs Public Cloud deployment for quicker setup, yet may require customization. Both have fair customer service, with IFS needing better responsiveness and Freshdesk requiring enhanced integration support.
Pricing and ROI: IFS Cloud Platform uses user-based licensing with upfront negotiation, leading to significant investment but delivering substantial long-term ROI. Freshdesk offers a simpler subscription model per agent, making it more affordable, although additional features may increase costs. It's cost-effective for smaller setups, while IFS suits larger enterprises requiring extensive ERP capabilities.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
The first-time response should be within 30 seconds.
From my experience, once it is set up, we have never had problems.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
IFS Cloud Platform has standard functionalities that follow the standard supply chain management processes, and it is easy to customize or configure.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
Now, with the drastic developments especially in the cloud applications known as Arena on IFS Cloud Platform, it has improved tremendously.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
There is not much available online, and the documentation availability is on the lower side compared to other products, especially Maximo.
They are working on IFS AI, but we have not explored much into that yet, and if they want to keep their competitive edge, that is an area they need to concentrate on.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
The cloud feature in IFS Cloud Platform is predominantly valuable, especially the enterprise asset management module, which IFS has very good business into, along with strong finance, project management, and supply chain management modules.
There are fewer fields on the user screen compared to other products.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 3.0% |
| IFS Cloud Platform | 2.4% |
| Other | 94.6% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 14 |
| Midsize Enterprise | 9 |
| Large Enterprise | 10 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
IFS is the world’s leading provider of Industrial AI and enterprise software for hardcore businesses that make, service, and power our planet. Our technology enables businesses which manufacture goods, maintain complex assets, and manage service-focused operations to unlock the transformative power of Industrial AI™ to enhance productivity, efficiency, and sustainability. Industrial AI is IFS.ai.
IFS Cloud is a fully composable AI-powered platform, designed for ultimate flexibility and adaptability to our customers’ specific requirements and business evolution. It spans the needs of Enterprise Resource Planning (ERP), Enterprise Asset Management (EAM), Supply Chain Management (SCM), Information Technology Service Management (ITSM), and Field Service Management (FSM). IFS technology leverages AI, machine learning, real-time data and analytics to empower our customers to make informed strategic decisions and excel at their Moment of Service™.
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