OptiComm automated 90% of optical network terminal activations after deploying Resco Mobile CRM

• Functional Applications - Remote Monitoring & Control Systems

• Telecommunications

• Field Services

• Remote Asset Management

• Software Design & Engineering Services

OptiComm designs, builds, operates, and maintains fixed-line access, fiber-based telecommunications networks. The company’s network infrastructure comprises the final section (or ‘last mile’) of telecommunication networks. It connects homes, apartments, and commercial premises within OptiComm-connected estates to a central exchange point. For field technicians, new installations of FTTP equipment require an optical network terminal (ONT) device installation to set the service demarcation. They need to set up and activate the ONT to complete the installation process. To optimize this procedure, OptiComm previously used an older web-based mobile solution. But, an increasing number of issues constrained its usability in the field. As the previous ONT installation app did not work properly, OptiComm’s field techs had to call to the Network Operations Center (NOC) during every ONT installation. While on the call, the NOC manually activated the ONT and then informed the field technician about the outcome – successful or failed installation. If the installation failed, the field technician had to fix it and call up the NOC once again to reactivate. Therefore, OptiComm had to find a new solution enabling employees to work more efficiently.

OptiComm is one of Australia’s largest open-access, fibreto-the-premises (FTTP) wholesale network infrastructure operators, servicing new residential housing, apartment, and commercial building markets. The company designs, builds, operates, and maintains fixed-line access, fiber-based telecommunications networks. The company’s network infrastructure comprises the final section (or ‘last mile’) of telecommunication networks. It connects homes, apartments, and commercial premises within OptiComm-connected estates to a central exchange point. The company has 68 employees and is headquartered in Port Melbourne, Australia.

As OptiComm’s management decided to move its Operation Support Systems (OSS) to Microsoft Dynamics architecture, they were looking for a mobile solution that would smoothly integrate with this environment. So, after quick customization, OptiComm started to use Resco Mobile CRM within the technicians’ workflows. The primary use case was for field technicians’ new installations of FTTP optical network terminals. Resco enabled employees to automate the activation process and use the mobile application to get rid of long calls to the Network Operations Center. The technicians are also able to check the signal quality of the device through the app immediately, further streamlining their workflows.

• 90% of ONT activations automated
• Job completion on the first visit
• User adoption improvement

• 90% of ONT activations being automated
• Saving 10 minutes per activation
• Significantly reducing manual activations