Esri International IMGIS 2024

APRIL 8-10, 2024 | FRANKFURT, GERMANY

Visit with Epoch Solutions Group

Join Epoch Solutions Group in booth #123 at the 2024 Esri International Infrastructure Management GIS Conference to learn about EpochField and our suite of products. Move your organization’s location intelligence forward with GIS and connect with professionals from across industries, such as architecture, engineering, and construction (AEC); electric, gas, and district energy; telecommunications; transportation; and water.

 

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Esri User Conference 2024

JULY 15-19, 2024 | SAN DIEGO, CA

Join Epoch Solutions Group in booth 912 for the 2024 Esri User Conference, the world’s largest GIS conference. Join us in discovering new opportunities to streamline your utility field operations with EpochField, leveraging GIS technology and Esri.

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Esri IMGIS 2024

OCTOBER 22-24, 2024 | PALM SPRINGS, CA

Join Epoch Solutions Group in booth 104 at the 2024 Esri Infrastructure Management GIS Conference to learn about EpochField and infrastructure management from several interconnected industries–architecture, engineering, and construction (AEC); electric; gas; telecommunications; and water.

With EpochField, learn how you can:

With EpochSync, learn how you can:

Improving Telecom Workflows for Better Customer Service: A Guide to Enhancing the Customer Experience Through Better Field Force Automation

It’s well-documented that higher customer satisfaction directly impacts customer loyalty and retention—and that ultimately boosts customer lifetime value and profitability. In a highly competitive industry like telecommunications, the ability to deliver exceptional customer service can reduce the odds of consumers or businesses switching providers and drive down customer acquisition costs.

Yet, telecom providers face a host of challenges when it comes to delivering the service experience their customers expect, from regulatory obstacles to labor constraints to rising costs. With subscriber volume and data usage increasing exponentially, it’s not uncommon for customers to suffer through long on-hold times or experience delays and difficulties in getting their service issues resolved satisfactorily.

Download the Guide to Learn:

  • Trends impacting telecom customer service
  • Challenges that telecom providers face in delivering the service experience today’s consumers and businesses demand
  • Five telecom workflows that can improve customer service through automation
  • Use cases that illustrate the impact that telecom asset management software can have on customer service

Download the White Paper

Is Your Field Solution Configurable to Meet Your Telecom Operation Needs?

The technology environment that powers telecom field operations has never been more complex. Legacy systems must work alongside and connect with a growing number of other systems and applications, within a distributed network environment, often involving a mix of cloud-based, on-site, and mobile solutions.

Telecom field operations are also challenged by many pressures—from customers’ escalating demands for fast and reliable service, to aging equipment and network infrastructure assets and evolving regulatory requirements. In this environment, it’s critical that you can deploy your field crews effectively and accurately across a wide service area, so they can maintain your assets and infrastructure efficiently.

To overcome these challenges, telecom providers increasingly rely on GPS-based field workforce management solutions that digitize field operations, reduce manual touchpoints by automating workflows, boost field productivity, and allow teams to provide first-issue resolution to service requests. Capitalizing on these advantages requires not only choosing the right solution and partner, but configuring the platform to meet your telecom’s specific requirements and suit the way you work.

Leveraging the Power of Geospatial Technology and Digitization

Whether they’re installing or maintaining cable, poles, or cell towers, or resolving customer service-related issues, telecom field technicians and the dispatchers who schedule them need accurate, real-time information about field asset location and condition. That’s where robust telecom asset management software makes the difference.

Today’s digitized platforms capitalize on the power of geospatial technology to deliver real-time data on field crews and assets—enabling telecom providers to speed and streamline critical workflows, provide first-issue resolution, and boost productivity.

To deliver these benefits, field workforce management solutions need to capture, sync, and share field operations data in real time and provide an accurate view of conditions on the ground. Within an increasingly complicated telecom network environment, these platforms must be able to process and access field asset data across multiple systems, applications, and devices throughout the enterprise—from back-office servers to cloud-based applications and mobile devices.

It Starts with the Right Digitized Field Operations Platform

The telecom industry’s unique operational demands require infrastructure solutions that are flexible and configurable to the requirements of each enterprise. Before standardizing on a field workforce digitization platform, you need assurance it can evolve as your telecom business does—whether you’re adding or upgrading assets or expanding your service area.

The essential foundation is a field workforce management solution that’s purpose-built for the telecom industry and able to be configured to the way you work. When selecting a telecom-specific field workforce management solution, features like these should be high on the list of criteria:

 

  • A solution that digitizes both asset data and field crew data
  • A platform that integrates and communicates with your entire application stack and all your databases, including business process and CRM applications from third parties like Esri, SAP, and Oracle
  • Automation of all the workflows associated with field workforce management—from assigning and dispatching crews, to creating work orders, scheduling maintenance, and more
  • Real-time, two-way data synchronization between the field team’s mobile devices and the company’s back-end systems and cloud-based applications, with a mobile app that’s compatible with Android, Windows, and iOS devices
  • A GIS-based solution that leverages field mapping data for fast, efficient deployment of field crews and other resources
  • A holistic, digitized map view of the field service area, automatically updated as work is completed and crews are deployed to the next job
  • An interface that streamlines and simplifies the work, with dashboards that provide an accurate view of the service area and drag-and-drop features for assigning crews

Configuring A Platform That Supports How Your Telecom Crews Work

Beyond a feature-rich platform purpose-built for the telecom industry, you need the ability to configure the solution to support how your company works. Since no two telecom providers operate the same way, configurability is paramount to a successful experience.

Configurability features like these are essential when choosing a digitized field workforce management platform:

 

  • Workflow builder. A flexible workflow builder application makes it easy to build, view, edit, and configure the work forms that field crews use on their mobile devices. The best platforms support creating intelligent work forms with appropriate fields and validation rules for data entry and values.
  • Optimized scheduling/routing. A configurable field workforce management platform makes it easy to set parameters and rules for how crews are scheduled, dispatched, and routed for high efficiency—for example, accounting for a unplanned sick day or a scheduled vacation day. It’s equally essential to have the ability to segment scheduling by user or by user roles and groups you define, with automated notifications by text or email. The use of Python scripts allows automation of these tasks to be configured in ways that best suit each telecom provider’s requirements.
  • Queue mechanisms. A well-designed field workforce management platform will incorporate queue mechanisms for handling long-term processing tasks. For example, creating work orders for telecom field crews requires tracing a fiber optic cable to identify all fibers in need of inspection and/or replacement.

Supporting Your Digitized Platform

Standardizing on a field workforce platform that can be configured to meet your needs today as well as keep up with your evolving needs is vital. Yet it’s equally important to consider the service and support that will back up your chosen solution.

Look for a partner that provides ready access to technical experts with the engineering knowledge and industry-specific experience it takes to support a telecom field workforce management solution effectively. You should expect advice and insights on ways to evolve and configure your platform to keep up with your changing needs.

Your selected vendor also should be fully staffed with engineers, project managers, and other specialists who will work with your team to configure the platform’s features and functionality to suit how you operate. That’s especially critical when it comes to architecting workflows that improve field crew productivity and efficiency. Your platform partner can help bring together the various stakeholders you need input from on the front end, conducting pre-design workshops that ensure your platform is configured to achieve your desired outcomes.

How Epoch Solutions Group Can Help

Making the transition from handling field workforce management tasks manually to digitally transforming the process might sound daunting. But platforms like EpochField make the move smooth and easy.

The EpochField interface is intuitive to use, simplifying the transition for your field crews and operations staff. And with the highly experienced Epoch Solutions Group technical team as your partner, you can be assured your EpochField platform will be implemented in the configuration your telecom company needs to optimize your resources, expedite response times, and deliver the reliable service your customers expect.

Discover how the EpochField platform can transform your telecom field workforce management. Schedule a demo today!

Guide to Improving Telecom Workflows for Better Customer Service

5 Ways Automation is Transforming Telecom Field Operations Workflows

With demand for mobile data services skyrocketing in the last several years, telecommunications providers are devoting significant resources to expand their network capacity and ensure fast, reliable connectivity for customers. Achieving these vital goals depends on effective and efficient telecom field operations workflows.

Telecommunications companies can no longer rely on manual, labor-intensive, inefficient processes to manage critical tasks like scheduling work crews, dispatching teams to where they are most needed, or deciding how to best manage vegetation to avoid fall-in and grow-in risks. To improve how they install, maintain, and repair equipment and infrastructure in the field and optimize field technician deployment, leading telecom companies are turning to geospatial software specifically designed and built to improve telecom field operations.

Geospatial and digitization technology has the power to transform telecom operations by automating field operations workflows—improving field-to-office communication, reducing manual touchpoints, increasing field crew efficiency and productivity, and improving the customer experience. These solutions also make critical infrastructure data easily accessible for real-time reporting, analysis, and decision making.

Here are five telecom field operations workflows that geospatial and digitization technologies can greatly improve through automation.

1. Scheduling Field Crews

It can be challenging for telecom companies to schedule huge teams of field personnel across large geographic areas. Navigating obstacles like difficult landscapes, large data volumes, and remote regions can make the scheduling task especially tough. Yet an effective field operation demands efficient field crew scheduling.

By using a GIS solution that digitizes and synchs field data across disparate applications, telecom back-office teams can gain greater control in managing field staff scheduling, while streamlining the process by eliminating manual steps. Map-based geospatial software for telecommunications makes it easy to visualize both scheduled work and work to be scheduled in real time, for a more proactive approach to scheduling. And by mapping the telecom infrastructure, these solutions facilitate more informed crew scheduling decisions based on situational awareness of on-the-ground conditions, while accounting for factors like an employee’s upcoming time off or other unavailable time blocks.

2. Assigning and Dispatching Field Crews

Making the best decisions about where to assign and deploy telecom work crews is essential to an effective field operation, but it’s highly dependent on a significant volume of data, often residing across different systems. That makes the task of assigning and dispatching field crews an ideal case for automation.

A robust telecom field workforce management solution can ensure all the data that’s relevant to effective assignments and dispatching is captured and stored in a single database for easy access by back-office teams. Using a visual map-based dashboard, these telecom teams can see where field work crews, equipment, and other resources are currently located and make informed decisions about where to deploy those resources next. The most advanced solutions can even generate automatic dispatch instructions. As technologies like AI become more widely used, field workforce management platforms will begin to leverage historical data to develop predictive models that further improve how telecom companies assign and dispatch field crews.

3. Scheduling Proactive Maintenance

To ensure optimal uptime and access for customers, telecom providers need the ability to identify the field assets in most need of service based on their condition and maintenance history. With easy access to that information, back-office teams can assign field crews to the critical task of infrastructure maintenance, optimally and efficiently.

Automating this workflow with GIS mapping technology gives telecom providers the power to trace and track infrastructure asset condition throughout its lifecycle while also tracking field crew and equipment location in real time—all through a single, map-based interface. These advanced field workforce management tools enable back-office teams to assess the inspection, maintenance, and repair records of each asset on the map, then assign and dispatch field crews accordingly, at the touch of a screen.

4. Creating Work Orders

Today’s consumers increasingly expect first-issue resolution from every company they do business with, achieving a satisfactory resolution after their initial service inquiry. To meet that expectation, field crews need accurate work orders that enable them to get the job done quickly and efficiently on behalf of the telecom’s customers. But when this workflow is handled manually, errors and delays are likely to occur—reducing field crews’ productivity and preventing telecom companies from providing the exceptional service experience and first-issue resolution that customers demand.

Advanced geospatial field force management solutions automate and improve how telecom companies create work orders for their field crews. Accurate work orders are generated from the results of network tracing operations; then those work orders are immediately accessible for back-office teams and field crews to view and process. The most robust solutions even include route optimization capabilities, equipping field crews with the fastest route to the next assignment.

5. Managing Vegetation

Unless it’s controlled and managed properly, vegetation can become overgrown and encroach on telecommunications field equipment, especially cell tower sites. To keep vegetation from interrupting mobile service to customers, damaging property, or endangering lives, telecom companies need accurate data on the state of vegetation near every field asset. But that data often originates from many different sources (including aerial images and field crew documentation) and typically exists in a mix of both manual and digital formats.

Today’s field force management solutions make it easier for telecom companies to plan how to manage vegetation by collecting and providing access to accurate, real-time data on the state of vegetation around their valuable field assets and infrastructure. With a dynamic view of how vegetation is growing across large geographic areas, telecom providers can employ the most effective vegetation management practices to reduce fall-in and grow-in risks and stay compliant with federal, state, and local regulations.

With a robust field management solution like EpochField that utilizes geospatial technology, your telecommunications company can easily automate your most important telecom field operations workflows while making it easy for your field workforce to use. EpochField transforms how your telecom field crews and back-office teams work—enabling you to improve efficiency and productivity, reduce operational costs, and deliver the fast, reliable connectivity and service your customers demand.

Schedule an EpochField demonstration to learn how we can deliver these benefits for your telecom company.

Guide to Improving Telecom Workflows for Better Customer Service

Digitize Telecom Field Operations for First-Issue Resolution, Every Time

Customer service is a challenging proposition for telecommunications companies. Managing the service work performed by field crews involves directing a large and dispersed workforce, tracking and managing equipment, personnel, and technological assets, and ensuring that the customer experience you provide leaves a positive impression of your employees, service offering, and company overall.

Consider also that the service requirements of consumers have never been higher. Today, customers are used to getting first-issue resolution from the brands they frequent, whereby their problems are resolved immediately, during the initial service inquiry. Addressing customer concerns during these pivotal interactions takes informed field crews, and that requires them to have easy, broad access to operational data. Not to mention that many customers expect their access to be proactively managed and outages to be virtually eliminated when it comes to their Internet access.

Here’s why first-issue resolution is so important to a telecom’s business model, and how implementing an enterprise-wide digitization platform for workforce management can translate into better, more informed service experiences.

Customers Hate to Wait

According to HubSpot Research, 33% of customers “are most frustrated by having to wait for service and 33% are most frustrated by having to repeat themselves to multiple support reps.” When a customer interacts with a field worker, they expect that person to have access to all the information they need to do their job. They do not want to have repeat the problems they have experienced or find out the service technician doesn’t have the equipment they need to fix the issue. Today’s consumer is accustomed to the kind of real-time data access delivered by the likes of Amazon and Uber.

Implementing an enterprise-grade telecom asset management platform allows back-office administrators and field crews to have access to all the data they need to do their jobs well. This is because these enterprise-wide solutions enable integration across systems, applications, and users, allowing field data to be disseminated and synched across the environment in real time.

With operational data dynamically updating for everyone, they can easily pinpoint when and where outages have occurred, which customers are impacted, and which field crews are located in proximity to the site in question. This data can then guide decision making so service is expedited, and issues are resolved quickly – often with just a single service interaction.

Information Drives Customer Confidence, Grows Relationships

Research conducted by Qualtrics XM Institute shows that “compared to after a 1-2- star experience, after a 5-star experience consumers are 3.6x more likely to recommend, 3.3x more likely to trust, and 2.6x more likely to purchase more.”

However, the telecommunications industry is highly competitive, with customers constantly being wooed by a long list of providers. As a telecom, your service model must deliver a 5-star experience for customers at every touchpoint – or they are likely to seek services elsewhere.

With the real-time data access enabled by platform-grade telecom asset management solutions, your teams can keep customers informed on the progress of field service work once it is ordered. Accordingly, customers always know when field crews will arrive on-site, what issues are being addressed, and when service will be restored. The ability to track your progress puts customers at ease as they feel heard, informed, and valued, a paradigm that instills confidence in your brand. 

More Data Means Fewer Service Requests

With the deep data visibility enabled through digitization, your teams can coordinate more effectively and take a more proactive stance as well in addressing network maintenance, repairs, and upgrades. As a result, your company can more effectively run predictive models on network performance and troubleshoot many potential problems before they occur. 

Ultimately, the best service experience you can provide for customers is one of reliability. And the best way to deliver service uptime is by preventing issues in the first place. With an enterprise-grade workforce management platform in place, your teams are well supported with the universal data access they need to prevent network issues – and better meet customer needs for first-issue resolution when problems occur.

When service calls are needed on their end, and the data your field team needs to complete the work successfully and on time, your customers are happier, and your internal teams can remain focused on what they do best: improving network performance and driving innovation to keep customers engaged and loyal to your brand for the long term.

See how an enterprise-grade telecom workforce asset management platform can unlock data, transform your service model, and grow customer relationships.

Guide to Improving Telecom Workflows for Better Customer Service

7 Ways to Transform Your Telecom with GIS Field Management Technology

For telecommunications companies, effectively managing assets, documenting those activities, and scheduling any necessary maintenance or damage response are all essential to promoting operational efficiencies and service uptime. Having real-time data on how personnel, equipment, and infrastructure are performing across the service area allows telecom field crews and back-office teams to streamline the scheduling of routine maintenance, inspections, and service calls, and enables the swift response times consumers expect when outages occur.

To unlock the high levels of situational awareness telecom companies need today, they are increasingly investing in advanced GIS mapping solutions that capture and process field asset data digitally, in real time. With this critical infrastructure data at their fingertips, field operations teams can quickly assess conditions on the ground and make more informed scheduling, dispatching, and planning decisions accordingly, meeting the ever-rising expectations of their customers.

So, how can telecom companies leverage GIS asset management technologies to improve their operations, reduce outages, and deliver exceptional service to their customers? Here are a few pivotal use cases for GIS mapping solutions that speak to the benefits of the technology.

1. Using Data to Drive Maintenance and Repair Decisions

GIS mapping technology allows telecoms to automatically trace and track the history and condition of infrastructure assets throughout their lifecycles. With this technology, internal teams can also track the exact whereabouts of field crews, equipment, and vehicles in real time – and view all this field data through one holistic, digital map-based interface. Using intuitive navigation tools, these interactive dashboards allow back-office teams to drill down into inspection, maintenance, and repair records for infrastructure assets displayed on the map, determine which assets are in most need of servicing, and – with touch-screen simplicity – automatically generate field crew assignments, work orders, and dispatching instructions. Automating Workflows

With the right telecom asset management platform, companies can automate many manual processes impacting their productivity. For example, an advanced, enterprise-grade solution can automatically trace and track where field crews and equipment are located as they move from place to place. Intuitive, touch-screen interfaces allow field data to be displayed dynamically, in real-time and in detail, on interactive digital maps that populate via GIS software and are operated with touch-screen simplicity.

When selecting a telecom management software solution, look for features that allows teams to schedule and dispatch crews automatically, segmented by user, user roles, and groups – and that automatically notify crews of their assignments by text and email, including where and when to report for service calls, what equipment is needed, and the optimum routes to get there.

2. Leveraging Data to Expedite Field Crew Scheduling

Modern GIS mapping solutions drive scheduling across the entire service area as well, allowing back-office teams to automate the many processes and workflows involved in field operations management. Because field data is seamlessly integrated across a telecom’s enterprise, field crew scheduling can be conducted based on a breadth of information, including which crew members are available at any given time, what their skillsets are, and their proximity to infrastructure assets in need of attention. Once field work is scheduled, the work orders are immediately accessible for viewing and processing by all stakeholders, from back-office teams to crews out in the field. The most advanced solutions on the market also include route optimization tools that automatically provide field workers with the fastest route to get to their next assignments, which is particularly important when managing unplanned work.

3. Reducing Manual Touchpoints – And the Associated Human Errors

Field data collection today is still typically handled through a hybrid model whereby information is captured through both digital and manual processes. For back-office scheduling and dispatching teams, that often means scanning and keying in data from hand-written field crew notes and schematics and combining it with digital photos, video footage, online communications, and other data sources. This labor-intensive data collection process slows operational productivity, hampers decision-making processes, and is prone to human error. With an advanced GIS mapping solution in place, telecommunications companies can take advantage of integrated workflow automation technology to digitally collect, process, store, and synch field data across systems and applications. As a result, they can dramatically reduce the manual labor involved in data collection – and eliminate opportunities for clerical errors.

4. Establishing a Comprehensive, Centralized Data Repository

Crews need real-time access to field data to get their work done properly once on site. When data access is limited – or when field data is outdated altogether – crews must pause what they are doing and check in with the home office by phone or email to clarify their next steps. Using an advanced GIS mapping solution allows all stakeholders, from frontline field crews to back-office schedulers and dispatchers, to be working off the same page, with data on infrastructure assets synched in real time across all the systems, applications, and devices they use. In turn, field crews arrive on site with full visibility into what needs to be done so they can conduct routine work more efficiently and strategically address any unplanned issues as well.

5. Leveraging Mobile Devices in the Field

Field crews are comprised of a mix of full-time, part-time, and contracted workers, each with their own smartphones, tablets, and other computing devices. And they are employed by telecoms in the thousands. To keep field crews seamlessly connected and communicating with back-office teams, the most advanced GIS mapping solutions on the market come with a mobile app that is easily downloaded and operated from any Windows, Android, or iOS-based device. Empowering field crews with the ability to conduct and report on their work via their own smartphones equips all employees with the data they need to nimbly and intelligently respond to conditions in the field, collaborate and troubleshoot more effectively, provide first time resolution, and better ensure that infrastructure assets are performing optimally.

6. Improving Customer Experiences

Today’s digital-first consumers and businesses have come to expect broad real-time data access for virtually any service they use – from Amazon deliveries to Uber ridesharing and restaurant wait times – and they expect the same kind of experience from a telecommunications provider. The deep situational awareness enabled by GIS asset management tools allows telecom employees that interact with the public – from contact center agents to field crew teams – to keep customers informed on exactly when workers will arrive, what type of work is being performed, and how quickly services will be completed.

7. Saving Time, Labor, and Costs

Without the deep data access and visibility enabled by GIS mapping technologies, telecommunications companies may find their crews crisscrossing the vast service areas they manage to address issues that pop up unexpectedly in a scattershot manner. By contrast, having geospatial data universally accessible allows telecom employees to move from a reactive posture to a more proactive stance, in which they can identify and mitigate infrastructure issues and risks before costly outages occur. As a result, an investment in GIS asset management technology helps telecommunications companies operate more efficiently and strategically, cut their response times, save time and labor, and deliver better outcomes for the communities they serve.

Contact us to request your free consultation and EpochField demonstration today.

Guide to Improving Telecom Workflows for Better Customer Service

3 Ways to Enhance Your Telecom Team’s Service Proposition

For telecommunications companies today, the ability to operate more efficiently is imperative to sustainable growth and success going forward. Rising costs due to inflation and the complexities involved in deploying new telecommunications GIS and networking technologies are making it increasingly challenging for providers to ensure the reliable, affordable service and prompt issue resolution customers expect.

Additionally, the sheer expanse of telecommunications networks and the vast, hybrid workforce required to keep infrastructure and equipment up and running offer prime opportunities to use effective digital solutions. While companies industry-wide recognize the need to modernize their telecom software solutions, as noted by EY, their “ability to transform through new technologies is hampered by complexity in various forms. Human factors are also limiting progress.”

To meet their operational challenges, telecommunications companies must invest in digitization and telecom automation technologies to aide in workforce management. While these technologies hold promise to streamline and accelerate critical workflows, there are many telecom asset management software solutions available, from dedicated point tools that address specific processes to enterprise-wide platforms that integrate the infrastructure and drive workflows across the continuum.

Here are three reasons to embrace a holistic, platform-level approach to telecommunications lifecycle management. Read on to see how investing in the right asset management software solution can increase productivity for improved uptime, faster, more informed service interactions, and better customer experiences overall.

Unlocking Data

Investing in an enterprise-grade, digitized workforce management platform can help telecommunications companies speed response times to service requests. With the right solution in place, operations data can be captured, synched, and shared in real time, providing agents, field crews, customers, and other stakeholders with the ongoing, 360-degree view of network operations needed to promptly address issues and troubleshoot potential problems before they occur.

The most advanced telecom asset management software solutions on the market allow data to be stored, processed, and accessed across all systems and applications – from the thousands of mobile devices field workers carry with them to back-office servers and solutions deployed in the cloud. Universal real-time access to operations data allows telecommunications companies to make more informed, strategic decisions at the macro level – and to keep customers updated on the progress of their individual service requests as work is being performed.

Automating Workflows

With the right telecom asset management platform, companies can automate many manual processes impacting their productivity. For example, an advanced, enterprise-grade solution can automatically trace and track where field crews and equipment are located as they move from place to place. Intuitive, touch-screen interfaces allow field data to be displayed dynamically, in real-time and in detail, on interactive digital maps that populate via GIS software and are operated with touch-screen simplicity.

When selecting a telecom management software solution, look for features that allows teams to schedule and dispatch crews automatically, segmented by user, user roles, and groups – and that automatically notify crews of their assignments by text and email, including where and when to report for service calls, what equipment is needed, and the optimum routes to get there.

Embracing Innovation

An advanced platform-level digitization and telecom automation solution should also serve the needs of your customers for years to come. Accordingly, it should allow you to expand and upgrade the network with new features and applications that will improve uptime and enhance service experiences as a result.

The platform you select should tie systems and applications together into one, holistic technological ecosystem, including all software and hardware assets you have deployed, from mobile field apps to GIS and CRM applications driving your business. The platform should also be highly flexible, configurable, and extensible by design, so you can scale your operations according to fluctuating demands while deploying new AI, machine learning, and other data-intensive applications that continue to transform the industry.

The ability to migrate applications, data, and workflows from on-premise servers to cloud resources is essential as well as this paradigm will allow your IT staff to work at velocity as they implement new features and applications in service to customers. And the ability to operate the solution’s mobile companion app offline will allow field workers to seamlessly capture and record data for real-time dissemination across all systems and applications once Internet connections are restored.

Beyond Technology

To ensure that you deliver on your customers’ expectations now and in the future takes more than just the right technologies. It also requires your company to align with partners who understand well your service challenges and can help you construct a technological roadmap to advance your goals and vision.

To that end, be sure you are partnering with a technology provider that will work with you to design a comprehensive plan for your future infrastructure – and that offers the development, deployment, service, and support resources needed to deploy new technologies as they are brought to market.

At Epoch Solutions Group, we offer the technology, service, and support resources you need to achieve just that. Our EpochField enterprise-grade telecom asset management platform digitizes field data to deliver real-time situational awareness across the network while automating critical manual processes to ease staff members’ workloads and accelerate service response times for customers. And it is available as both an on-premise or SaaS solution.

Our training, implementation, and support teams are there for you every step of the way, from the design and development phases of a project through the platform’s roll-out and beyond. And because our track record in the industry extends back decades, we bring to your implementation a deep understanding of the technological, operational, and customer service challenges you face today – and proven best practices you can easily adopt now to improve experiences and outcomes down the road.

Contact us to request your free consultation and EpochField demonstration today.

Guide to Improving Telecom Workflows for Better Customer Service