Customer Overview
ANDRITZ is a global industrial engineering group headquartered in Austria, specializing in equipment, systems, and technologies for industries such as hydropower, pulp & paper, metals, and industrial automation. With operations spanning hundreds of locations worldwide and a large network of field service engineers, the company plays a critical role in supporting industrial operations at a global scale.
Beyond manufacturing industrial equipment, ANDRITZ has been transforming its business model toward digital service operations, where technical support and operational continuity have become key competitive advantages.
Challenges
As its global operations continued to expand, ANDRITZ faced increasing complexity in managing field service activities across multiple regions and business units.
Operational data was fragmented across different systems, making coordination between back-office teams and onsite engineers inefficient. Scheduling, maintenance planning, and incident handling relied heavily on manual processes, affecting service responsiveness and operational visibility.
At the same time, customers expected:
- Faster response times
- Real-time technical support
- Minimized plant downtime
- Predictive service capabilities rather than reactive maintenance
These challenges highlighted the need for a centralized field service management platform capable of connecting onsite and office operations in real time.
Solution
To address these operational challenges, ANDRITZ implemented IFS Field Service Management (IFS FSM) to digitalize and streamline its global field service operations.
The solution enabled the company to:
- Centrally manage field engineers
- Optimize scheduling and maintenance planning
- Synchronize operational data between onsite teams and back-office staff
- Provide instant access to maintenance history and technical documentation
- Improve real-time incident response and service efficiency
Through IFS FSM, engineers gained better access to operational knowledge and customer data directly in the field, enabling faster issue resolution and improved service quality.
More importantly, the project supported ANDRITZ’s transformation from a reactive support organization into a predictive, service-driven industrial enterprise powered by data and digital operations.
