Customer Overview
Ainsworth is one of Canada’s leading integrated technical service providers, delivering HVAC, electrical, building automation, mechanical, and facility maintenance services across commercial and industrial sectors.
With a large field workforce operating across multiple regions, Ainsworth required a modern service management platform capable of supporting rapid growth and improving customer service efficiency.
Challenges
As service operations expanded, Ainsworth faced increasing difficulties in coordinating field technicians, managing work orders, and synchronizing operational data between onsite teams and back-office departments.
Many workflows still depended on:
- Manual processes
- Paper-based records
- Emails and phone calls
- Disconnected operational systems
This led to:
- Slower response times
- Limited real-time visibility
- Delayed billing cycles
- Inconsistent service experiences
At the same time, customers expected faster service delivery, greater transparency, and proactive support capabilities.
Ainsworth recognized the need for a digital service platform that could support a customer-centric and data-driven service strategy.
Solution
Ainsworth implemented IFS Field Service Management (IFS FSM) to digitalize and optimize its field service operations.
The solution enabled the company to:
- Manage work orders in real time
- Improve technician scheduling and dispatching
- Provide mobile access for field engineers
- Centralize equipment and maintenance history
- Automate service reporting and billing workflows
With mobile FSM capabilities, field technicians could access customer data, update job status, attach service documentation, and complete tasks directly onsite.
The integration between FSM and ERP systems also helped reduce billing delays and eliminate many manual administrative tasks.
Most importantly, the project enabled Ainsworth to transition from reactive service management to a proactive, data-driven operational model focused on improving customer experience and service efficiency.
