Miele, the world-renowned premium appliance manufacturer, is significantly expanding its partnership with IFS to transform its global field service operations using the AI-powered IFS Cloud platform. Following successful implementations in Australia and New Zealand, Miele plans to roll out IFS Cloud across more than 25 countries over the next five years, with Industrial AI at the core of delivering faster, more efficient, and sustainable end-to-end service experiences.
Quick Intel
Miele is advancing its service transformation by embedding IFS.ai across its field service network, which includes both in-house technicians and partners. The platform analyzes service request patterns, predicts equipment failures, and recommends optimal resource assignments—ensuring the right technician with the right skills and parts arrives at the right time. This intelligent orchestration improves first-time fix rates, minimizes repeat visits, and supports faster issue resolution, all while aligning closely with Miele's commitment to sustainability through AI-optimized routing that reduces travel distances and carbon emissions.
The Australia and New Zealand deployments demonstrated rapid value, going live in nine months and enabling real-time insights that enhance operational efficiency and customer satisfaction. These early successes have built confidence for a broader global rollout, positioning IFS Cloud as the foundation for Miele's ambition to deliver consistent, high-quality service across all markets.
"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. Industrial AI gives us the ability to anticipate demand, optimize our global service operations, and increasingly resolve issues remotely. The successful deployment in Australia and New Zealand has given us the confidence to scale this model globally, supporting our ambition to strengthen customer trust and loyalty in every market we serve," said Axel Kruse, Senior Vice President Business Unit Customer Service at Miele.
Mark Moffat, CEO of IFS, added: "Miele's transformation demonstrates how Industrial AI can be scaled successfully when the right foundation and support are in place. Through IFS Success, we are helping Miele deliver exceptional service experiences to their end customers - ensuring every moment of service meets the high standards their brand is known for. We're helping them accelerate time to value, mitigate risk, and complement internal teams with proven expertise as they expand their rollout globally. We are proud to work alongside Miele, supporting their adoption of AI-enabled service operations to transform their customer experience."
Through the IFS Success framework, Miele benefits from close collaboration with IFS experts, proven methodologies, and structured implementation support to minimize disruption and maximize ROI as the platform expands internationally. This partnership underscores how Industrial AI is redefining field service for premium brands focused on customer-centric, sustainable operations.
About IFS
IFS develops and delivers cloud enterprise software for companies around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. Within IFS's single platform, our industry specific products are innately connected to a single data model and use embedded digital innovation so that our customers can be their best when it really matters–at the Moment of Service™.
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