We performed a comparison between Freshdesk and IFS Cloud Platform based on real PeerSpot user reviews.
Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It is very easy to make reports."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"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."
"All the modules are valuable in their own right, but everything has to go through the ERP. IFS has done an excellent job integrating the various modules to complete these processes. My expertise is in the finance module, but I have used the other verticals. It's an all-around good product."
"IFS Applications is an all-in-one solution for finance, accounting, and production."
"IFS Applications' best feature is the user-friendly interface that has a .NET Framework application in the front end and an Oracle database and WebLogic middleware."
"Feature-wise, I like the way it provides inventory details...It is a stable solution."
"We could quickly understand what was going on and what the customer wanted to do."
"The most valuable features of IFS Applications in the latest version are the new user Arena interface. It's from Apps 9, but it brings more flexibility in usage, especially around different devices, such as mobile usage, which doesn't restrict you from using a computer. We are it for the HR side, and it's proving quite good. It has a new modern feel to it similar to a standard cloud application which enhances the user experience."
"The product is quite flexible."
"A high level of ERP can be handled in IFS."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"It should enhance its service and its reporting capabilities."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Technical support could be improved."
"The support provided by IFS Applications has room for improvement. I'm based in Poland, and when my company had an issue, finding people from IFS to give my company the support it needed was difficult."
"Some kind of bot assistance, some kind of artificial intelligence to help people solve the problems, would be interesting."
"There are certain digital features that need to be incorporated, such as IOP."
"We have upgraded to the latest version right now. We have issues with the quality. We tried to enroll in their Evergreen program which was meant to help us adopt any service update or anything that the tool’s providers come up with."
"Customization needs to be improved."
"IFS uses Crystal Report mostly, which isn't too user-friendly. Developing reports isn't easy and requires a lot of dev time. Since SAP bought it, Crystal Report has become more complicated to use on IFS. You have a dashboard for reporting that is good, but it's incomplete. Most of our clients use Power BI or some additional tooling for BI."
"IFS Applications can improve the reporting capabilities and increase the speed of feedback time in the IFS Applications. This would help with the overall performance of the solution and provide better experiences for customers."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while IFS Cloud Platform is ranked 6th in Customer Experience Management with 29 reviews. Freshdesk is rated 8.4, while IFS Cloud Platform is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of IFS Cloud Platform writes "Robust, customizable, and modern". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite, Microsoft Dynamics 365 Business Central and IBM Maximo. See our Freshdesk vs. IFS Cloud Platform report.
See our list of best Customer Experience Management vendors, best Field Service Management vendors, and best Help Desk Software vendors.
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