Accelerating 5G Rollout with IFS Cloud FSM: A Telecom Field Service Transformation Case Study
- Industry: Telecommunications
Introduction
The client, a leading telecom operator, launched one of the most ambitious Telecom Network Rollout Automation efforts in recent history. Contractors installed new antennas, field engineers resolved legacy issues, and internal teams tracked it all manually. Despite the promise of 5G—ultra-low latency, high bandwidth, and device density—execution faltered.
The issue? A lack of a unified Agile Service Management for Telecom system. Deployment delays, SLA breaches, and ballooning costs stemmed from fragmented systems. Enter IFS Field Service Management (FSM), built on the robust foundation of IFS Applications and integrated with OSS/BSS systems. Through our IFS consulting services, we delivered a comprehensive, scalable solution that transformed chaos into control.
Key Business Challenges: Why IFS FSM Was Essential for Telecom
Fragmented Coordination & Siloed Work Orders
Contractors, subcontractors, and in-house teams managed siloed work-order systems. There was no unified, real-time visibility—causing duplication, misalignment, and missed service windows.
Slow Deployment & Field Inefficiencies
Without Geolocation-Aware Routing, technicians lost hours navigating inefficient routes. Manual updates meant managers received stale data—too late to prevent SLA violations.
Lack of Integration with Network Systems
OSS/BSS Integration in Telecom was limited—these platforms held billing and network data, but didn’t communicate with the field service tools. This disconnect forced constant manual reconciliation – and introduced human errors that derailed schedules.
Compliance & Security Concerns
Deploying 5G gear involves handling sensitive customer data and ensuring network security. The operator needed a system that met stringent PCI & C-FIDO Compliance in 5G standards, supported multifactor authentication, and could detect fraudulent activity.
Our IFS Cloud Solution: Intelligent, Integrated, and Scalable
We implemented IFS FSM for Telecom, a component of IFS enterprise software solutions, within a microservices-based architecture. This middleware layer connected field devices, OSS/BSS systems, and internal tools, offering agility, scalability, and continuous deployment benefits. Our role as one of the best IFS implementation partners ensured every module was tailored to telecom demands.
Using preconfigured business rules, the system automatically assigned tasks to the optimal technician or contractor, considering skill set, location, and current workload.
Field crews accessed a mobile app that plotted the most efficient path between jobs, updated in real time to account for traffic and priority changes.
Technicians used a mobile-first platform to update task status with one tap. No more spreadsheets or end-of-day status calls—IFS Cloud Services synced updates in real-time.
High-risk work orders triggered automatic escalations. This IFS Applications-powered workflow ensured SLA compliance and real-time schedule optimization.
With full PCI and C-FIDO compliance, 3DS support, and fraud detection, the operator minimized risks. IFS Services enabled rapid security updates and audit-friendly workflows.
Integrated payment workflows allowed contractors to invoice and receive payouts directly through the mobile app – reducing billing disputes and accelerating cash flow.
Business Outcomes: Optimized 5G Deployment with IFS Cloud ERP & FSM
20% Improvement in Field Efficiency
With route automation and smart dispatching, average technician drive-time dropped by 20%—accelerating the overall 5G rollout timeline.
Live SLA Monitoring & Project Visibility
IFS-powered dashboards offered real-time insights into thousands of work orders. SLA violations were instantly flagged—empowering managers to act fast.
First-Time Fix Rate Increased to 88%
Smart task assignments ensured the right engineer arrived with the right tools. First-time fix rates improved dramatically—reducing repeat visits and operational overhead.
70% Drop in Security Incidents
IFS FSM with built-in compliance features (C-FIDO, PCI, 3DS) cut security issues and enabled smoother regulatory audits.
50% Faster Contractor Billing
Automated invoice workflows minimized disputes and halved payment cycles—enhancing trust and efficiency across telecom partners.
By weaving Agile Service Management for Telecom principles into service operations and scheduling, the operator not only kept pace with the demands of a massive 5G rollout but also laid a scalable foundation for future network upgrades. With IFS FSM for Telecom and a modern microservices architecture from IFS Industrial and Financial Systems (now offering IFS Cloud Services) underpinning their operations, they’re poised to turn every new technology wave into an opportunity – rather than a headache.
