The telecommunications profession isn’t what it used to be. With new entrants to legacy businesses, the encroachment of new technologies on traditional business models, and new technologies like 5G rapidly becoming the standard, companies that manage telecommunications services and infrastructure owe it to themselves to start thinking about their businesses differently. For many companies, this is an opportunity to refocus their efforts on a relatively mature area of their business and start to think about how that area can be improved for their customer: Service.
Redefining the role of service requires careful consideration of the levers of business in telecommunications companies. Let’s start by looking at some specific technologies that can support the delivery of service—when done right. While back-office service software is key to originating appointments and coordinating schedules, telco service, by its very nature, happens primarily through field operations. Field workers can certainly deliver fine service with half-baked or disconnected utilities, or just a box of tools, but these roles are improved exponentially by robust, complex mobile toolsets.
Mobile field service is by no means a new concept, which makes it easy to write off. But solutions age, technologies don’t keep up with the demands of the business, and it’s useful to benchmark your solutions every few years.
For telecommunications professionals, there are a few unique considerations that are important when reviewing your mobile service solutions. Here are some things to keep in mind: