A close-up of a server Description automatically generated By uniting telecom service and field operations on one platform, we can provision services to new subscribers the next day instead of in five days. Kiko Tr idad, Head of Solutions Delivery for Inf rmation Technology, R diusBy uniti g tel com servic and field operations on one platform, we can provision services to new subscribers the next day instead of in five days. Kiko Trinidad, Head of Solutions Delivery for Information Technology, Radius Field Service Management for Telecommunications with Now Assist The Telecom industry operates in a highly competitive landscape with shifting customer preferences, evolving technologies and changing legal requirements. They want to transform their business by delivering exceptional services to their customers as field services are an integral part of the Telecom value chain. However, they struggle with ad-hoc rescheduling, the ability to see the available assets comprehensively, and real-time communication with the customers. Today, customers are dealing with disconnected systems that hinder collaboration and visibility into field service operations, thus making it difficult to manage and optimize resources. With increasing demands for service requests, customers have high expectations for the problem to be solved quickly on the first visit and want control over scheduling and visibility into the field technician’s arrival time. Technicians are unable to provide consistent services due to inaccurate instructions, poor parts management and emergency schedule for line repairs, resulting in poor performance. A lot of time is spent on administrative tasks resulting in data inaccuracy leading to revenue leakage. Transform Field Service delivery with AI-powered workflows With Field Service Management for Telecommunications (FSMT), you can reduce operational costs, prevent revenue leakage, enhance collaboration, scale your business, and have consistent service that delights employees and customers. FSMT helps you optimize work planning and dispatch, and boost technician and dispatcher productivity through intelligent scheduling. It automates repetitive tasks like routine maintenance, inventory management, and network issue identification, thus allowing field service teams to focus on high-value tasks. Simplify processes for your field service organization and resolve your customer needs efficiently, transparently, and proactively. ServiceNow Field Service Management for Telecommunications Benefits Boost technician and dispatcher productivity Save technicians and dispatchers time by leveraging AI to simplify debriefing and streamline asset management. • Accelerate productivity with AI-generated work order summarization and knowledge articles to empower technicians with visibility into network events, performance, and outage data • Streamline parts and inventory management with AI image analysis to receive immediate feedback on asset conditions • Equip field resources to complete their jobs on the first visit with playbooks, dynamic checklists, and indoor and outdoor map visualizations Reduce repetitive tasks for technicians, crews, and third-party contractors focusing on high-value work and efficient work planning. • Manage appointments for seamless service delivery using industry-standard API • Optimize work planning with intelligent scheduling and enhanced territory rules and structures • Improve the dispatcher experience by enabling them to schedule jobs using the right resources based on skills, parts, location, and availability in one workspace • Manage complex work for crews based on geography, skills, and work type and comply with work agreements based on capacity Eliminate manual processes with AI-driven automation so field service teams can focus on complex, high-value work. • Allow customers to self-serve and find solutions for complex projects • Define different processes by work type to execute tasks accurately • Provide actionable insights with integrated service and smart technologies to resolve telecom-specific issues such as network congestion, dropped calls, and service interruptions quickly • Empower customers with real-time information to improve products and services, enhance processes, and help make strategic decisions Transform service delivery and break silos with AI- powered workflows on a single system of action. • Boost collaboration with Sidebar in the Mobile Agent, allowing technicians to communicate with relevant parties in the mobile app • Measure and accelerate performance with purpose- built metrics and dashboards • Streamline facilities management by servicing multiple assets at one site on one work order. • Get the right person with the right skil l set and the right level of empowerment to the right place to resolve customer needs efficiently and proactively Optimize schedule, dispatch and work planning Automate and reimagine processes Enhance communication and collaboration © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks a re trademarks and/or regis tered trademarks of ServiceNow, Inc. in the United States and/or other countries . Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN_FSMT_11222024 servicenow.com Key capabilities of Field Service Management for Telecommunications Did you know our industry workflows are built on our customer workflows? FSMT combines purpose-built applications with CSM and Platform core to address common CX challenges. Now Assist for FSMT Revolutionizes field service efficiency by automating the generation of relevant knowledge articles and work order summaries. Schedule and Dispatch Automate scheduling and dispatching for short- and long-cycle work based on operational priorities. Maximize usability for dispatchers. Parts and Inventory Streamline management for personal stockrooms and truck stock. Facilitate swaps and transfers while maintaining stock level integrity. Asset Servicing Manage servicing for installations, inspections, maintenance, and repair. Build maintenance plans based on time, cycles, and usage. Territory Planning Visualize, create, and manage territories with tools to align objectives with resources to cover workload. Project Management Create, manage, and track project workflows to ensure work is completed in order, on time, and on budget. Assign jobs to internal employees, third-party contractors and crews. Workforce Management Identify resource coaching and team improvement opportunities. Manage demand needs, including shift and time- off coverage. Process Mining Get deep insight into processes to understand the root cause of how and why issues occur. Drive service excellence with an easy visual map. Crew Operations Define and create fixed and ad-hoc crews based on geography, skills, type of work, and availability. Contractor Management Manage third-party contractors to scale operations. Distribute work seamlessly with the ability to receive, assign, and track work in one place. Integrated Service Reduce truck rolls, shorten time to resolution, and provide proactive service by having field service integrated with customer service. Work Order Debrief Ensure the field has the job details, customer information, collaboration tools, and contextual knowledge to maximize first time fix. Use checklists, bar code scan, and capture images. Performance Analytics Analyze trends with KPIs, metrics, and dashboards for field service. Predictive Intelligence Remove bottlenecks with process automation driven by AI. Use machine learning (ML) to make recommendations and improve efficiency. Virtual Agent An end-to-end, intelligent conversational experience that enables instant resolution to common requests and keeps agents focused on more pressing issues. Forecasting Visualize forecasted maintenance schedules; do workforce forecasting to adjust capacity and appointments based on generated projections. Self Service Empower customers with self-service portals, booking tools, chatbots, and omni-channel flexibil ity. Provide proactive notification with last-mile communication. Mobile Publishing Enable to publish secure and branded mobile applications using your unique company identity and management method. Planned Maintenance Perform maintenance on devices and help organizations manage regular preventive maintenance of assets. Dispatcher Workspace Handle field service tasks and workers in a modern, configurable interface. Mobile Agent Make it easy for agents to triage, act on, and resolve requests on the go. Frictionless Service Break down silos and workflow processes to create seamless AI-driven experiences. Data Insights Gain insights to enhance operations, identify trends, and remove service bottlenecks. Field Service Management for Telecommunications is aligned with TM Forum Open APIs: TMF646 Appointment Booking Learn more about ServiceNow solutions for CSPs at servicenow.com/telecom