A few months ago, I decided to set up internet service at our holiday home. The property is about a three-hour drive from where I live, so when the local telecom provider scheduled an installation appointment, I planned my whole day around it.
The technician called that morning, not to say he was on his way, but to tell me he couldn’t come. They didn’t have a part he needed, and it wouldn’t be available until the following week. I canceled the order on the spot and found an alternative provider.
That simple experience summed up a problem I’ve seen across the telecom industry for years. The disconnect between back-office systems, field operations, and inventory creates unnecessary delays, lost revenue, and frustrated customers.
Most telecom operators have invested heavily in OSS/BSS platforms to manage customers, billing, and networks. But once the job moves into the field, things often fall apart. Inventory data sits in one system, scheduling in another, and work orders in a third. None of them communicates seamlessly.
The result is inefficiency everywhere. Installations are delayed because the right parts are unavailable. Technicians waste time driving without complete information. Billing starts late because provisioning lags behind the install. Customers lose patience.
That is exactly what happened in my case. The system knew an installation was scheduled, but not that a key part was missing. The technician didn’t find out until it was too late.
Over the past two years, Field Squared partnered closely with AEX to integrate our Field Service Management platform with their next-generation OSS/BSS solution for several telecom customers. Working side by side on these projects made us realize that there was a real need for a unified approach that connected network operations, the field, and the customer experience in one seamless process.
By combining AEX’s automation across the OSS/BSS layer with Field Squared’s mobile workforce and inventory management capabilities, we set out to build exactly that—a complete telecom operations solution designed to help providers grow faster and deliver better service.
Here’s how it works in practice:
It is a single, connected workflow that turns what used to be a series of manual steps into a seamless customer journey.
Telecom operators are under pressure to accelerate time to revenue while maintaining quality and customer satisfaction. The best way to achieve that is not by adding more systems, but by unifying them.
By bringing together AEX’s OSS/BSS automation and Field Squared’s field service, scheduling, and inventory management, operators can finally manage the entire service lifecycle in one place, from the moment a customer expresses interest to the day they receive their first invoice.
That missed installation at my holiday home reminded me how quickly customer trust can disappear when execution breaks down. One small gap in coordination can undo all the effort that went into winning the customer in the first place.
It doesn’t have to be that way. With today’s technology, operators can provide customers with the transparency and control they expect while keeping every internal process aligned and efficient.
That has been our goal from the start. Through the partnership between AEX and Field Squared, we are helping telecom companies deliver faster, smarter, and more connected service experiences from interest to install to invoice.
If you'd like to discuss connecting your OSS/BSS and Field Service Operations, please schedule a time with us here.