Miele, the global premium appliance manufacturer, is expanding its long-standing partnership with IFS to transform field service management across more than 25 countries, as part of a multi-year global rollout of IFS Cloud powered by IFS.ai. The initiative follows a successful implementation in Australia and New Zealand and marks a significant step in Miele’s broader service transformation strategy.
The global rollout positions Industrial AI (Artificial Intelligence for asset- and service-centric industries) at the heart of Miele’s customer service operations, with the goal of delivering faster resolution times, improved first-time fix rates, and more sustainable service delivery at scale.
From regional success to global service transformation
Miele’s initial deployment of IFS Cloud in Australia and New Zealand went live in under nine months, supporting approximately 200 field technicians and contact center agents. The implementation spans the full service lifecycle — from first customer contact through scheduling, execution, and resolution — enabling Miele to standardize and optimize service processes across complex, distributed service networks.
Following this regional success, Miele plans to extend the IFS Cloud platform globally over the next five years, unifying service operations across diverse markets while maintaining local flexibility.
At the core of the transformation is IFS.ai embedded within IFS Field Service Management (FSM), which enables intelligent, skill-based workforce scheduling across both Miele’s in-house technicians and external service partners. By aligning technician skills, availability, and spare parts logistics in real time, Miele is improving service accuracy and reducing unnecessary site visits.
Intelligent scheduling, predictive service, and sustainability gains
IFS’s FSM capabilities allow Miele to analyze patterns in service requests, predict potential equipment failures, and recommend optimal technician assignments before issues escalate. This shift from reactive to proactive service supports faster customer resolution while reducing operational friction.
In addition to service efficiency, sustainability plays a growing role in Miele’s service strategy. AI-driven routing optimizes technician travel paths, helping reduce CO₂ emissions and minimize travel distances — a key consideration as service organizations balance customer expectations with environmental responsibility.
The platform also supports remote issue resolution, enabling Miele to resolve a growing number of service cases without on-site visits, further reducing environmental impact while improving customer convenience.
Building a scalable foundation with IFS Success
As part of the global rollout, Miele is participating in the IFS Success framework, which provides structured guidance, best practices, and direct access to IFS experts. The approach is designed to accelerate time to value, reduce implementation risk, and support internal teams as Miele scales AI-enabled service operations worldwide.
Axel Kruse, Senior Vice President Business Unit Customer Service at Miele, emphasized the strategic role of AI in the company’s service evolution:
“Our service transformation is focused on delivering a more intelligent, proactive experience for our customers — one that resolves issues faster, more sustainably, and with less disruption. The successful deployment in Australia and New Zealand has given us the confidence to scale this model globally.”
Industrial AI as a service differentiator
From IFS’s perspective, the Miele deployment demonstrates how Industrial AI can be operationalized at scale when combined with a strong platform foundation and structured rollout approach.
Mark Moffat, CEO of IFS, highlighted the broader implications of the partnership:
“Miele’s transformation shows how Industrial AI can move beyond pilots into real, measurable service outcomes. By combining AI-enabled service operations with the IFS Success framework, we’re helping Miele accelerate value creation while maintaining the high service standards their brand is known for.”
A blueprint for global service organizations
As manufacturers increasingly differentiate on service experience rather than products alone, Miele’s global deployment of IFS.ai illustrates how AI-driven field service management can become a strategic lever for customer loyalty, operational resilience, and sustainability.
By standardizing service processes globally while leveraging AI for local optimization, Miele is laying the groundwork for a service organization that is not only faster and more efficient, but also more predictive, scalable, and customer-centric.
ERP News Editorial Team
The ERPNews Editorial Team covers global developments in ERP (Enterprise Resource Planning), enterprise software, cloud platforms, AI, automation, and digital transformation, providing independent news and editorial analysis for senior business and technology leaders. Our reporting focuses on market signals, strategic shifts, and enterprise impact across the ERP and enterprise technology ecosystem.
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