TOMRA North America Boosts Efficiency and Service Performance with IFS.ai-Powered Cloud Transformation

TOMRA Collections North America Boosts Operations with IFS.ai Integration

June 5, 2025 | Nashville – TOMRA Collections North America, a key player in global recycling, has made significant strides in operational efficiency and service performance after upgrading to IFS Cloud and adopting IFS.ai technologies. This move supports TOMRA’s ongoing mission to manage its extensive reverse vending machine network more effectively, ensuring smoother field service operations across North America.

Driving Efficiency Through IFS Cloud

TOMRA, known for processing over 48 billion used beverage containers annually via more than 85,000 reverse vending machines worldwide, had already relied on IFS solutions to coordinate its complex service operations. The 2023 upgrade to IFS Cloud introduced a more agile, data-driven approach, allowing TOMRA to standardize processes and KPIs globally while gaining real-time operational visibility.

These improvements have delivered tangible results. First-time fix rates have increased sharply from 84% to an impressive 96–97%, while overall operational efficiency has jumped 27% since TOMRA’s initial use of IFS technology.

Evergreen Operating Model Cuts Downtime and Speeds Updates

A core benefit of IFS Cloud for TOMRA has been its evergreen operating model. Instead of traditional disruptive upgrades, TOMRA now receives incremental updates that reduce system downtime to just hours and shorten update cycles from eight weeks to six. This continuous delivery model ensures TOMRA stays current with the latest features without interrupting service.

Choosing configuration over customization was key to maintaining this flexibility. According to Jay Sethuraj, Vice President of Technology at TOMRA North America, “IFS Cloud lets us shape the solution to our needs without the burden of custom code, which keeps us agile and reduces technical debt.”

Leveraging AI to Enhance Field Service

With access to robust data through IFS Cloud, TOMRA has integrated AI tools like the Copilot for Knowledge Search digital assistant and the What-If Scenario Explorer (WISE). These capabilities have transformed technical troubleshooting and resource planning.

• WISE: Enables planners to simulate scheduling changes in real time, assessing impacts instantly within a sandbox environment.
• Copilot: Provides field technicians with quick access to technical knowledge, slashing onboarding times and capturing expert know-how effectively.

Daniel Basile, VP of Field Service at TOMRA North America, highlights the shift in mindset this enables: “We’ve moved from firefighting to foresight. With AI, we’re more strategic and consistent, delivering greater value to our customers.”

Partnerships and Support for Seamless Cloud Adoption

TOMRA’s cloud transition is supported by a long-term collaboration with Infosys, which helps accelerate time to value. The company also benefits from IFS Success services, a framework designed to help customers maximize their business outcomes with IFS solutions.

Christian Pedersen, Chief Product Officer at IFS, remarks, “TOMRA’s commitment to continuous improvement combined with our embedded AI features showcases what’s achievable in service innovation. As a Pioneer customer, TOMRA leads the way in adopting new IFS Cloud releases, and we’re proud to support their ongoing transformation.”

For operations professionals looking to explore enterprise AI applications in service management, TOMRA’s experience offers clear lessons in leveraging cloud-based platforms and AI tools to enhance efficiency and responsiveness.