Digital Transformation Drives ROI for Telcos

Today’s inflationary pressures make it more vital than ever that telcos increase their efficiency and agility. Yet almost 40% cite the high cost of technology infrastructure as a barrier to executing digital transformation goals.

With impending regulatory changes and technological advances creating an influx of work, telcos determined to position themselves for success must invest in digital tools. This investment helps companies to increase customer satisfaction, improve retention, maintain a better workplace culture, and contribute toward revenue goals.

To adapt and thrive in a tumultuous market, telcos should equip themselves with the most effective digital tools, including field service management (FSM) technology.

Positioned for Success

Teleco carriers face complex network issues and rising customer demands in this rapidly changing market, with 5G, wireless mobile, and internet technology becoming the new norm. Telco companies must provide superior customer service, enabled by real-time, AI-based schedule optimization and technician/installer empowerment.

The right FSM tools and strategy help telco businesses develop and execute a plan. Whether it’s short-cycle telco jobs or larger projects, FSM platforms offer multiple benefits:

• Enabling technicians and installers to do their jobs accurately and efficiently with mobile and remote support.
• Providing customers with a self-service portal allowing easy access to scheduling and managing appointments for installation, maintenance, and repair needs.
• Ensuring operational efficiency and maximizing productivity with AI-powered automation.

Digital transformation can help telcos adapt to the volatile market in several ways. Self-service portals, mobile apps, and chatbots allow customers to manage their accounts, view bills, and get support without calling customer service. Chatbots offer 24/7 support and can answer questions quickly and accurately, improving customer satisfaction and reducing churn rates.

FSM platforms help telcos to increase operational efficiency. For example, leaders can use data analytics to identify where they can improve network performance, reduce costs, streamline business processes, and automate manual tasks. The data and AI can also help predict where network equipment is likely to fail, allowing telcos to proactively schedule maintenance and prevent outages before they occur. Remote monitoring and diagnostics tools also observe networks and identify problems quickly so telcos know when to send field service workers or technicians to resolve issues faster and reduce downtime.

Tips for choosing an FSM tool

When adopting an FSM tool, telcos should look for features to help generate revenue and achieve quick ROI. Some key features to look for include the ability to:

• Enhance customer service, providing customers with self-service options, real-time repair status reports, and 24/7 support.
• Increase operational efficiency by automating tasks, streamlining workflows, and improving visibility into field service operations.
• Improve technician productivity with mobile tools, real-time information access, and the ability to collaborate with other technicians and team members.
• Uncover additional opportunities to generate new revenue streams by enabling telco companies to offer new services like predictive maintenance and remote monitoring.
• Automate service appointment scheduling, freeing up customer service reps to focus on other tasks and reducing the number of missed appointments.
• Track spare parts and equipment inventory, ensuring technicians have what they need to make repairs without repeat visits.
• Generate reports on field service operations, giving leaders insight into where their companies can improve efficiency, customer service, and profitability.

In addition to these key features, telcos should choose an FSM tool that’s easy to use and implement — and scalable to growing needs. Request a demo to experience the benefits for yourself.