Case Study: Oman’s leading integrated telecommunications services provider achieves 80% fewer SLA violations with FSM Grid from FSM Global

Leading Integrated Telecommunications Services Provider - Customer Case Study

The customer, a leading integrated telecommunications services provider in Oman, faced significant operational challenges due to manual processes. Their field service operations for new installations and fault management were performed manually, leading to severe delays, repeated customer complaints, and frequent SLA violations. The absence of a centralized system prevented effective tracking and collaboration, creating inefficiencies across their teams and subcontractors. To address this, they partnered with vendor FSM Global for a solution, implementing the FSM Grid On-Premise model.

FSM Global implemented their FSM Grid platform, which automated work order creation and management. The solution was integrated with the client's existing legacy systems and provided a vendor management portal, mobile apps for field technicians, and comprehensive SLA-driven reporting. This automation reduced SLA violations by 80% and dramatically cut the job execution time for service requests from two weeks down to just two days, enabling real-time tracking and informed decision-making for the client.