IFS Stands Alone: Sole 'Customers' Choice' in Gartner FSM Report

LONDON, UK – January 13, 2026 – In a powerful statement of market leadership and customer satisfaction, Industrial AI software provider IFS has been named the sole Customers’ Choice in the 2025 Gartner® Peer Insights™ Voice of the Customer for Field Service Management report. This unique distinction places IFS in a class of its own, recognized exclusively by the verified end-users who rely on its technology daily to manage complex service operations.

The recognition is not based on analyst opinion but on aggregated feedback from hundreds of customer reviews, solidifying the company's position as a leader whose product capabilities and support resonate deeply within the industry. For a market projected to grow from nearly $5 billion in 2024 to over $13 billion by 2032, such a clear endorsement from the customer base is a significant competitive differentiator.

Cathie Hall, Chief Product and Customer Officer at IFS, commented on the achievement, stating, "As IFS continues to drive forward the Industrial AI revolution, we feel this recognition represents an important independent validation of our leadership position in this market, and our focus on innovation. Being the only vendor with a Customers' Choice Distinction for field service management is something the team at IFS is proud of."

The Decisive Voice of the Customer

The Gartner Peer Insights “Voice of the Customer” report provides a crucial lens for technology buyers, synthesizing real-world user experiences to complement Gartner’s expert market analysis. To earn the “Customers’ Choice” distinction, a vendor must be placed in the upper-right quadrant of the report's grid, signifying that they meet or exceed the market average for both “Overall Experience” and “User Interest and Adoption.”

This placement is determined by rigorous criteria, including the quantity and quality of reviews submitted over an 18-month period. IFS achieved an impressive overall rating of 4.6 out of 5 stars based on 68 verified reviews for its Field Service Management solution as of July 2025. That IFS stands as the only vendor to receive this honor in the 2025 report underscores the exceptional level of satisfaction among its clientele, particularly regarding product capabilities, overall experience, and service and support.

This achievement is a testament to a strategy centered on listening to and collaborating with customers. As one Global Director of Service Solutions in the IT Services industry noted in a review, "IFS have worked with us in lock step, truly listening to our business needs and reflecting the conversation in their roadmaps." This sentiment is echoed by an IT Director in Energy and Utilities, who stated, "Working in partnership with IFS over several years has produced significant gains in utilization, efficiency and end user experience."

The Industrial AI Engine Driving Success

At the core of IFS's acclaimed Field Service Management (FSM) solution is its advanced Industrial AI technology, IFS.ai. This is not a bolt-on feature but a deeply embedded capability designed specifically for the complex, asset-heavy environments where IFS customers operate. The company’s focus on applying AI to deliver tangible business value—rather than just AI for its own sake—appears to be the key driver behind its high customer ratings.

Key AI-powered functionalities within the IFS FSM platform are directly addressing the industry's most pressing challenges:

• Optimized Scheduling and Dispatch: IFS.ai automates and optimizes the complex task of scheduling technicians. It considers a multitude of real-time variables, including technician skill sets, parts availability, traffic conditions, and customer service level agreements (SLAs), to ensure the right person gets to the right job at the right time. This drastically improves first-time fix rates and workforce efficiency.

• Predictive and Proactive Service: By analyzing data from IoT-enabled equipment and historical service records, the platform’s AI capabilities can predict potential asset failures before they occur. This allows organizations to shift from a costly, reactive break-fix model to a proactive and predictive maintenance strategy, minimizing unplanned downtime and extending asset lifecycles.

• Empowering the Field Workforce: In the field, AI acts as a co-pilot for technicians. Tools like the IFS.ai Copilot provide instant access to context-aware information, technical manuals, and diagnostic guidance, empowering technicians to resolve issues faster and more accurately on the first visit.

These capabilities directly translate into the operational excellence that customers praise. An Applications Manager in the Services sector highlighted the platform's breadth, stating, "Functionality: IFS offers a wide range of features that cover the entire service cycle."

A Pattern of Leadership in a Competitive Arena

This exclusive recognition in Field Service Management is not an isolated event but the latest in a series of accolades that paint a picture of a company solidifying its dominance across the industrial software landscape. In the past year, IFS was also recognized by Gartner as a Leader in the Magic Quadrant™ for Cloud ERP for Product-Centric Enterprises and as a Customers’ Choice for the same category in the manufacturing industry.

This pattern of success suggests that IFS's strategy of delivering a deeply integrated, AI-powered platform that combines Enterprise Resource Planning (ERP), Enterprise Asset Management (EAM), and Field Service Management (FSM) is paying dividends. By providing a single, coherent solution, the company enables its customers to break down data silos and achieve a holistic view of their operations, from the factory floor to the final customer service call.

While the FSM market includes formidable competitors like Salesforce and ServiceNow, IFS has carved out a distinct identity by focusing on the specific needs of asset-centric and service-centric industries. The latest “Voice of the Customer” report indicates that for these complex industrial use cases, the depth and intelligence of the IFS platform provide a level of value that is, according to its own customers, currently unmatched.