Field Service For Telecommunications: How It Works & Best Industry-Specific Tools

Field service management processes are a crucial part of the telecom industry in terms of service delivery. The fact that telecommunication companies specialize in deploying advanced telecom technology doesn’t necessarily mean their internal operations are at the cutting edge of field service solutions.

Businesses are facing several challenges that can be solved through automation. They operate in a highly competitive landscape. With shifting customer preferences, evolving technologies, and ever-changing legal requirements.

With so many moving parts, it’s crucial they have an efficient field service management system. One which can help deliver services and products more effectively.

This article covers the common objectives of telecom operations. Such as the challenges faced in managing field service tasks. And how the right field service automation solution can help manage field staff and projects.

Why Telecom Operations Implement Field Service Management Tools

The benefits of field service automation are similar to other system solutions. You’ll have improved clarity on work orders, task status, and asset management. Each one helps your business to operate more efficiently and improve customer satisfaction.

With new technology and innovation comes the need to improve operations with tools such as field service technologies. 86% of decision-makers in the telecom industry agreed that 5G networks were driving investment in automation.

Service Automation Will Increase In Telecom Sectors*

• 86%14%

*Zebra Study, 2020

Automation tools can significantly reduce your administrative overheads. Allowing the accuracy and efficiency of field service operations to improve.

Streamlined dispatch and routing capabilities allow your team to quickly assign tasks. As well as plan routes according to worker availability and site details. Real-time tracking of work order progress lets you know where your staff are working. Highlighting whether they are running behind schedule.

Optimal work allocation means the right people are working on the right tasks at the right time. This can lead to improved productivity and fewer errors.

Common Challenges Facing Telecom Field Operations

1. A Lack of Visibility

One challenge for telecom companies is a lack of visibility into their field service operations. This can make it difficult to manage and optimise resources. Automated tools can help by providing real-time visibility into all aspects of operations. From dispatch to invoicing. This allows operators to easily identify issues and make the necessary changes.

2. Demand in Customer Numbers

As more and more people come online (especially on mobile devices), the telecom industry is under pressure to keep up with the growing demand. As mobile overtakes desktop in the sheer number of devices, wireless networks, too, must expand in coverage and bandwidth to accommodate.

But, as demand increases, it becomes difficult to maintain the current levels of customer service. To meet customer demands, they need to find ways to optimise their mobile field service operations.

3. Shrinking Margins

With more competitors and shifting customer preferences, businesses are facing shrinking margins. This means they need to find ways to run more efficiently to stay competitive and sustainable.

4. Demand in Bandwidth

The demand for bandwidth is increasing as more and more people use data-hungry applications. This puts pressure on telecom companies to find ways to optimise their networks.

5. Maintenance Challenges

Telecom businesses are facing unique challenges when maintaining their equipment. Outdated systems, limited resources, and staff turnover can make maintenance a difficult task.

6. Changing Technology Standards

The landscape of the telecom industry is constantly changing. With new technologies and standards being developed all the time. This means companies need to be able to adapt their systems and processes regularly. Allowing them to stay ahead of the curve.

Why Now Is the Time to Automate Your Telecom Field Service Management

The most important part of selecting a field service platform is the process itself. Ensure you incorporate all stakeholders, up to and including your customer base and front-line team members. Do not be put off by costs, especially if you’re looking to improve your operations and customer experience.

Automated systems can save time and resources in the long run, so it’s an investment worth making. And remember, not all solutions are created equal. Be sure to do extensive research on potential and dedicated telecom software providers before committing to a platform.