Telecommunications companies are under immense pressure to deliver seamless service experiences while managing complex infrastructure and workforce challenges. Whether it’s handling aging assets, dispatching the right technician, or keeping up with growing customer expectations—every inefficiency can impact revenue, brand reputation, and operational costs.
At Gogh Solutions, we specialize in transforming these challenges into competitive advantages. Backed by decades of experience and powered by IFS Cloud for Service, Enterprise Asset Management (EAM), Planning & Scheduling Optimization (PSO), and Mobile Workforce Management (MWM), we’ve helped telecom providers streamline operations, reduce costs, and boost first-time fix rates.
Let’s break down the top pain points—and how we help solve them.
1. Service Delivery: Declining Customer Experience and Rising Expectations
Telecom customers expect quick, reliable service—especially in a world increasingly dependent on connectivity. However, delayed responses, repeated visits, and poor visibility into field operations continue to hinder performance.
The Challenges:
- Meeting Service Level Agreements (SLAs): Approximately 46% of field service companies report difficulties in meeting customer SLAs. This shortfall is often attributed to outdated technology and a lack of skilled personnel.ifs.com
- Customer Satisfaction: Only one-third of households feel that telecom providers have been supportive during economic hardships. Additionally, 49% find it challenging to understand billing changes, leading to increased customer churn. EY
- In the UK, Ofcom’s latest rankings revealed that NOW Broadband and TalkTalk had the highest number of broadband complaints, with 13 per 100,000 customers between October and December 2024. The Scottish Sun
- Outdated Scheduling Systems: Approximately 40% of field service organizations struggle with scheduling optimization due to legacy systems. This inefficiency affects timely service delivery and resource allocation.
- Workforce Management: A significant number of telecom employers (55%) have implemented hiring freezes, exacerbating scheduling challenges and increasing the workload on existing staff. EY
How We Help:
With IFS Cloud Service and MWM, we centralize and automate workflows—ensuring technicians have the information, tools, and parts they need to resolve issues on the first visit.
Key Benefit:
- IFS users report up to a 33% increase in technician productivity and a 20% boost in customer satisfaction through improved service transparency.
2.Asset Management: Outdated, Disconnected, and Difficult to Track
Telecom infrastructure is vast—cell towers, routers, base stations, and more. Managing these assets across geographies and lifecycles is often manual, fragmented, and error-prone.
The Challenge:
- Disparate systems make it hard to track asset health, maintenance schedules, and costs.
- Aging infrastructure leads to rising repair costs and downtime.
How We Help:
IFS Cloud EAM brings complete asset visibility—from acquisition through decommissioning. With predictive maintenance and real-time monitoring, telecom companies can extend asset life, avoid unplanned outages, and comply with regulations.
Key Benefit:
- Organizations using IFS Cloud EAM report up to a 25% reduction in operational costs and more informed decision-making.
3. Scheduling and Dispatch: The Wrong Tech, at the Wrong Time, with the Wrong Parts
Scheduling is more than assigning jobs—it’s optimizing routes, skills, availability, and parts to maximize efficiency and minimize downtime. Many telecom providers still rely on legacy systems or spreadsheets, leading to underutilized resources and missed SLAs.
The Challenge:
- Inefficient scheduling leads to increased operational costs and customer dissatisfaction.
- Poor scheduling results in overtime, wasted fuel, and increased technician churn.
How We Help:
With IFS Planning & Scheduling Optimization (PSO), we use AI and real-time data to automate and continuously improve dispatch decisions. You get the right technician, with the right skills and parts, at the right time—every time.
Key Benefit:
- IFS PSO delivers up to a 50% improvement in SLA compliance and a 30% reduction in travel time.
Why Gogh Solutions?
We don’t just implement IFS—we live and breathe service, asset, and scheduling operations. Our team has over 25 years of real-world field operations experience and has led some of the most complex IFS telecom deployments across North America.
What sets us apart:
- IFS Gold Channel and Services Partner
- Proven expertise in telecom-specific implementations
- Tailored solutions that scale with your network and business model
Let’s Talk Results.
If your telecom business is ready to move from reactive to proactive—let’s connect. We’ll help you unlock new levels of efficiency, performance, and customer loyalty through smarter service and asset management.
