Transform Field Service Operations with ServiceNow Field Service Management for Telecommunications
Field Service Management has become crucial for telecom providers in a highly competitive landscape of shifting customer preferences and evolving technologies. It requires balancing critical tickets, dealing with upset customers, dynamic service routes and schedules on a continuous basis.
Today, telecom companies deal with disconnected systems that hinder collaboration and visibility in field service operations, 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 and poor parts management, which results in poor performance. Due to siloed systems, a lot of time is spent on administrative tasks, which results in data inaccuracy and revenue loss.
It is frustrating when you are forced to piece together information from disparate systems while striving to meet service demands and drive business growth. We believe managing field operations should not be this difficult.
Introducing Field Service Management for Telecommunications
The ServiceNow Field Service Management for Telecommunications (FSMT) leverages Field Service Management as a foundation to manage and streamline field service workflows for the telecommunications industry. It optimizes work planning and dispatch through intelligent scheduling that accounts for technician skill sets, job urgency, and geographical constraints.
Whether automating proactive maintenance for network towers, enabling technicians to troubleshoot complex fiber deployments, or managing the expansion of 5G networks, FSMT ensures that customer needs are met efficiently, transparently, and in compliance with industry standards. It also integrates with ServiceNow's Telecom portfolio of products, such as Telecom Service Management, Sales and Order Management for Telecom, Telecom Network inventory, Telecom Service Operations Management, and other OSS/BSS systems to ensure seamless coordination across the entire telecommunications service chain.
Manage appointments with seamless delivery
In the Q4 store release, we introduce Field Service Management for Telecommunications with TM Forum Appointment Booking API (TMF646) capability to manage appointments for seamless service delivery. This API promotes faster integration with Field Service Management to manage appointment booking, service delivery, and assurance processes.
Appointment booking
The TMF industry-standard API allows users to create, update, and delete appointments for technician visits such as asset installation, activation and site assessment requirements. The ability to self-schedule appointments allows easy coordination between the customer and technician, leading to effective resolution.
Let us explore some of the other key highlights and capabilities of the product:
Now Assist for FSMT
Field service teams face an influx of challenges daily, pivoting between updating job statuses, managing schedules, and accessing the information they need to complete a job. They need real-time support and automation to improve time to resolution and access easy information for work order tasks. Lack of these causes delays and missed information.
Now Assist for FSMT revolutionizes field service efficiency by automating the generation of relevant knowledge articles and work order summaries.
Work order task summarization
Powered by Generative AI, Now Assist for FSMT helps automate and improve field agent experiences with work order task summarization, concise sidebar chat summaries, and knowledge article generation. The benefits are increased operational efficiency, consistent documentation, streamlined data entry, improved mobile user experience, and enhanced data quality.
Schedule and Dispatch
Schedule and dispatch are critical operations in the Telecom industry that require field service technician visits for break/fix, preventive maintenance, and installations. Inefficient scheduling and dispatching costs your business time and money, resulting in excess travel time, lower utilization, and lack of visibility. Dispatchers need to navigate between different tools and systems that lack the flexibility to manage different resources and ensure customer needs are met.
Dispatcher Workspace
Field Service Management for Telecommunications optimizes the work plan and schedule, improves dispatcher experience, and reduces repetitive tasks across technicians, crews, and third-party contractors. By automating repetitive tasks like routine maintenance, inventory management, and network issue identification, FSMT allows field service teams to focus on high-value tasks such as network upgrades, fault resolution, and RF signal testing.
Mobile Experience
Technicians need to be able to work from anywhere for a great customer experience. Inefficiencies in task coordination lead to wasted time, resulting in delays and dissatisfied customers. Our purpose-built mobile workflows ensure technicians have all the job details, customer information, collaboration tools, and contextual knowledge to maximize first-time fixes.
Collaborative mobile Sidebar
From their supported smartphones, field service technicians can perform various tasks, such as accepting or rejecting tasks, tracking travel and work time, displaying tasks and parts using map views, and accessing their schedules. They can enhance teamwork efficiency with collaborative mobile sidebars and create dynamic checklists with photo capture on mobile. Now, it is easy for customers to reduce paperwork in the field and connect to your technicians to execute jobs quickly and seamlessly.
Asset Servicing
Field service technicians want to be self-sufficient—get in, get the work done, and get out. However, when it comes to efficiently servicing multiple assets and parts and navigating and locating them, service technicians struggle, leading to delays. Field Service Management for Telecommunications enables field resources to effectively service and maintain assets, leading to smooth and efficient operations.
Linear Asset support
Now, you can scan bar codes and capture images from one mobile app, and multiple assets can be serviced at one site on one work order. Streamline work processes through site mapping and simplify task assignment and execution by easily pinpointing work order locations along structured linear assets, resulting in reduced travel costs and faster task completion times.
Summary
ServiceNow Field Service Management for Telecommunications boosts technicians' and dispatchers’ productivity, optimizes schedules, automates processes, and enhances collaboration. This helps reduce operational costs, prevent revenue leakage, scale your business, and provide consistent service that delights employees and customers.
For more information on the product, click here.
