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Telecom providers face unique challenges in ensuring seamless coordination between field operations and the home office. A major telecom company was struggling with disconnected field operations and inefficient manual reporting processes. These challenges led to delays in service, a lack of visibility into field technician performance, and a diminished customer experience. The company sought a solution that could streamline field service management, improve service delivery time, and enhance customer satisfaction.
The telecom provider’s field operations were fragmented and heavily reliant on manual reporting systems, leading to inefficiencies in ticket resolution and service execution. Technicians spent excessive time on administrative tasks, such as filling out forms and waiting for approvals, which delayed ticket closures and hampered their ability to deliver quality service. This resulted in:
Slow service ticket closures
Poor visibility into field operations
Delays in reporting and approvals
Inconsistent communication between field staff and back-office teams
Lower customer satisfaction due to extended service times
AiSynapTech’s strategy focused on deploying a mobile-first Field Service Management (FSM) system powered by Salesforce Field Service Lightning (FSL). This solution was tailored to meet the specific needs of the telecom provider by providing real-time communication, improving task automation, and optimizing field operations. Key elements of the strategy included:
Seamless integration with the existing Salesforce CRM system to provide a unified platform for managing field operations and customer interactions.
A mobile app-based solution to empower field technicians to access real-time service tickets and update status on-the-go.
Automation of routine tasks, such as ticket assignment and approval processes, to reduce manual intervention.
Providing managers with real-time dashboards to monitor field performance and track ticket status.
Establishing instant communication between field agents and the back-office team to resolve issues more efficiently.
This approach aimed at improving service speed, reducing human errors, and increasing overall productivity.
AiSynapTech implemented a Salesforce Field Service Lightning (FSL) solution that enabled the telecom provider to automate and optimize its field service processes. The mobile-first FSL deployment provided field technicians with real-time access to service tickets, enabling them to close tickets faster and stay updated on job status. Here’s a breakdown of the solution in action:
Technicians could instantly access, update, and close service tickets directly from their mobile devices.
Routine tasks like ticket assignment and approval workflows were automated, reducing the time spent on administrative duties.
Intelligent scheduling and dispatch tools optimized technician routes and job assignments based on skillset, location, and urgency.
Supervisors gained real-time visibility into technician performance, job status, and service delivery, improving decision-making.
The solution allowed for proactive customer updates on job status, improving the customer experience.
By deploying a mobile-first FSL system, the telecom provider was able to streamline its field operations and deliver faster, more reliable services to its customers.
KPI
Before AiSynapTech
After AiSynapTech
Improvement
Service Ticket Closures
5 days
3.25 days
35% faster
Customer Satisfaction
75%
92%
22% better
Manual Processes
High
Minimal
80% reduction
Reporting Efficiency
Low
Real-time reporting
90% improvement
The implementation of AiSynapTech’s Salesforce FSL solution led to measurable improvements in the company’s field service operations. With faster ticket closures, improved customer satisfaction, and significantly reduced manual processes, the telecom provider saw substantial gains in both operational efficiency and customer experience.
“The deployment of Salesforce FSL has revolutionized our field service operations. Technicians can now close tickets in less time, and the real-time updates have allowed us to better manage our customer relationships. AiSynapTech’s expertise was instrumental in making this transition seamless and efficient.” — Telecom Provider’s Operations Manager
