Integrated Field Operations & Service Management for a major telecommunications infrastructure provider
Streamlining wireless and fibre task workflows from incident to invoicing, delivering real-time visibility, cross-team coordination, and centralized SLA reporting.
The Challenge
Wireless, fibre and core network teams were each running their own ticketing, dispatch and reporting tools. Incidents crossed multiple teams before resolution, SLA breaches were only spotted after the fact, and billing was delayed by reconciliation between operations, finance and client portals.
The Solution
- Unified incident, planned-work and project tasks onto a single WorkWide workflow shared across wireless, fibre and core network teams.
- Integrated WorkWide with the existing OSS/BSS so tickets generate WorkWide tasks automatically and completions push status and time records back.
- Configured SLA timers, roadblock reasons and escalation paths so management can intervene before breaches occur.
- Centralised reporting into one operations cockpit covering productivity, SLA performance and revenue per task.
The Results
End-to-end incident-to-invoice workflow across previously siloed teams.
Live SLA dashboards replacing manual monthly reporting.
Faster billing cycles through automated task-to-invoice handoff.
Higher first-time resolution thanks to cross-team coordination.
"From the first incident ticket to the final invoice, we finally have one workflow. SLA reporting that used to take days is now live on a dashboard."
— Field Operations Director, Telecommunications
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