Transform field service operations and reduce costs Field Service Management for Telecommunications The Field Service challenge 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 are challenged by ad-hoc rescheduling, the inability to see the available assets comprehensively, and real-time communication with the customers. 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. 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. Technicians are unable to provide consistent services due to inaccurate instructions, poor parts management and emergency schedule for line repairs, resulting in poor efficiency. A lot of time is spent on administrative tasks resulting in data inaccuracy leading to revenue leakage. The ServiceNow solution ServiceNow Field Service Management for Telecommunications (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. With FSMT, you can reduce operational costs, prevent revenue leakage, enhance collaboration, scale your business, and have consistent service that delights employees and customers. Our AI-powered workflows automate tasks, simplify processes for your field service organization, and ensure you get the right person with the right skill set and the right level of empowerment to the right place to resolve customer needs efficiently, transparently, and proactively. BENEFITS Now Assist for FSMT Revolutionizes field service efficiency by automating the generation of relevant knowledge articles and work order summaries. Work Planning and Scheduling Increase scheduling and dispatching efficiency with automation, optimization, and capacity planning in conformance with industry standards. Frictionless Service Break down silos and workflow processes to create seamless AI-driven experiences. Mobile Experience Purpose-built mobile workflows that ensure technicians have the job and customer details, collaboration tools, and contextual knowledge to maximize first-time fixes. Resource Management Streamline workforce management for internal and third-party resources and crews to meet business needs. Asset Management Enables customers to keep track of their assets' stocks, locations, and history for inventory and parts, leading to an organized, efficient, and proactive approach to asset service management. Job Execution Empower resources to do their best work while improving visibility to and from the field. Data Insights Gain insights to enhance operations, identify trends, and remove service bottlenecks. Now Assist for work order task summarization © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered 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_TNI_09102024 servicenow.com 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 flexibility. Provide proactive notification with last-mile communication. Learn more about ServiceNow solutions for Telecom at https://servicenow.com/telecom. Key product capabilities of Field Service Management for Telecommunications Field Service Management for Telecommunications is aligned with TM Forum Open API : TMF646 Appointment Booking 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 Collaborative mobile sidebar