Miele Expands AI-Driven Field Service Transformation with IFS Cloud
IFS, a global leader in Industrial AI software, has announced that premium appliance manufacturer Miele is extending its long-standing partnership with the company to modernize its global field service operations. After successfully deploying IFS solutions in Australia and New Zealand, Miele intends to expand the AI-driven IFS Cloud platform to more than 25 countries over the next five years.
Miele is undertaking a major transformation of its worldwide service organization, placing Industrial AI at the center of its strategy to deliver faster, more efficient, and customer-centric service processes. The implementation of IFS Cloud supports the full service lifecycle, from initial customer interaction to issue resolution, helping improve first-time fix rates and speed up problem resolution. By using IFS.ai within the IFS Field Service Management (FSM) solution, Miele can optimize workforce scheduling across its network of in-house technicians and partners, aligning technician skills with spare parts availability for smarter service planning.
The Australia and New Zealand deployments were completed within nine months and currently support around 200 field technicians and contact center staff. With IFS FSM capabilities, Miele can analyze service trends, forecast equipment failures, and assign the most suitable technicians, ensuring the right expertise and parts are available at the right time. This approach improves customer satisfaction while supporting Miele’s sustainability goals through AI-based routing that reduces travel distances and lowers CO₂ emissions.
Axel Kruse, Senior Vice President, Business Unit Customer Service at Miele, said the company’s service transformation focuses on delivering a smarter, more proactive customer experience that resolves issues faster and more sustainably. He noted that Industrial AI enables Miele to anticipate service demand, optimize operations globally, and increasingly address issues remotely. The successful rollout in Australia and New Zealand has provided the confidence to scale the solution worldwide and strengthen customer trust and loyalty across markets.
Mark Moffat, CEO of IFS, stated that Miele’s journey highlights how Industrial AI can be scaled effectively with the right foundation and support. Through IFS Success, the company is helping Miele deliver high-quality service experiences, accelerate time to value, reduce risk, and supplement internal teams with expert guidance as the global rollout continues. He added that IFS is proud to support Miele in transforming its service operations through AI.
As part of the IFS Success program, Miele will collaborate closely with IFS specialists to maximize the value of its IFS investments. The framework offers access to best practices, expert guidance, and structured implementation support to reduce risk and minimize disruption while complementing Miele’s internal teams. This partnership will help Miele achieve its business objectives as it expands AI-driven service operations globally.
Miele is undertaking a major transformation of its worldwide service organization, placing Industrial AI at the center of its strategy to deliver faster, more efficient, and customer-centric service processes. The implementation of IFS Cloud supports the full service lifecycle, from initial customer interaction to issue resolution, helping improve first-time fix rates and speed up problem resolution. By using IFS.ai within the IFS Field Service Management (FSM) solution, Miele can optimize workforce scheduling across its network of in-house technicians and partners, aligning technician skills with spare parts availability for smarter service planning.
The Australia and New Zealand deployments were completed within nine months and currently support around 200 field technicians and contact center staff. With IFS FSM capabilities, Miele can analyze service trends, forecast equipment failures, and assign the most suitable technicians, ensuring the right expertise and parts are available at the right time. This approach improves customer satisfaction while supporting Miele’s sustainability goals through AI-based routing that reduces travel distances and lowers CO₂ emissions.
Axel Kruse, Senior Vice President, Business Unit Customer Service at Miele, said the company’s service transformation focuses on delivering a smarter, more proactive customer experience that resolves issues faster and more sustainably. He noted that Industrial AI enables Miele to anticipate service demand, optimize operations globally, and increasingly address issues remotely. The successful rollout in Australia and New Zealand has provided the confidence to scale the solution worldwide and strengthen customer trust and loyalty across markets.
Mark Moffat, CEO of IFS, stated that Miele’s journey highlights how Industrial AI can be scaled effectively with the right foundation and support. Through IFS Success, the company is helping Miele deliver high-quality service experiences, accelerate time to value, reduce risk, and supplement internal teams with expert guidance as the global rollout continues. He added that IFS is proud to support Miele in transforming its service operations through AI.
As part of the IFS Success program, Miele will collaborate closely with IFS specialists to maximize the value of its IFS investments. The framework offers access to best practices, expert guidance, and structured implementation support to reduce risk and minimize disruption while complementing Miele’s internal teams. This partnership will help Miele achieve its business objectives as it expands AI-driven service operations globally.
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