How Planado Automates Field Work in Telecom: A Practical Case Study

Business process automation is becoming a key competitive advantage for modern telecom companies. With intense competition and growing customer expectations, it is important not only to respond to requests quickly, but also to use resources efficiently, cutting costs and raising service quality. In this case study, we explain how the Planado field service management system helped a telecom operator streamline work at every level.

The situation: many disconnected systems and manual processes

Before Planado, the company used several IT systems: a CRM for sales, a helpdesk for support requests, billing for service charges, and GIS maps for routes and diagnostics. There was little automation between these systems: data often had to be transferred by hand, job statuses were updated with a delay, and installers spent a lot of time on approvals and paperwork.

Why automate: problems and goals

Without automation, the operator faced a number of typical problems:

• Customers lost because of long waits for a connection
• Overloaded dispatchers and installers
• High costs of fixing errors
• Delays and inaccuracies caused by manual data entry

The goal was to make processes more transparent, speed up service and reduce the impact of human error.

How Planado helps each role

Planado changed the work of every key role in the company, removing bottlenecks and automating routine processes.

Sales manager Before: Did not know the status of a job after handing it over to installers and wasted time finding out the reasons for delays. After: Thanks to the CRM integration, the job status is updated automatically, documents and confirmation of the connection appear in the system right away, and the manager sees every delay and problem without extra calls.

Dispatcher Before: Entered data by hand, was constantly on the phone with installers and was overloaded during outages.

After: Scheduling jobs became easier: jobs are assigned on the map and in the calendar, installers enter the data themselves, and finding the nearest available worker is automated.

Installation team lead Before: Could not control quality without being on site and found it hard to train new employees. After: Photo reports, location history and electronic job assignment make it possible to control the process remotely and balance the workload.

Installer Before: Lacked information about ports, spent a long time getting approvals and did a lot of paperwork. After: The mobile app provides a route map, report templates, a QR code scanner and the ability to activate a subscriber on their own.

Executive Before: No visibility into standards; salaries and bonuses were hard to calculate. After: All information about the work, photo reports and movements is available in real time, which simplifies control and incentive calculations.

Results: figures and conclusions

After rolling out Planado, the company saw tangible improvements across all key metrics:

• Time to connect a new subscriber was cut in half
• Data entry errors dropped more than sevenfold
• Outage response time decreased by 75%
• The number of jobs completed per day grew by 30%

Conclusions

With Planado, telecom operators can:

• Cut the cost of manual work and communication
• Increase the speed and quality of customer service
• Simplify quality control and payroll calculation
• Balance the workload of field workers

Want to find out how Planado can make your business more efficient? Request a demo!