Case Study: OptiComm achieves 90% automation of ONT activations with Resco Mobile CRM

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

OptiComm, a major Australian open‑access FTTP wholesale network operator, faced inefficient field activations of optical network terminals (ONTs) because its old web‑based mobile app frequently failed in the field. Technicians had to call the Network Operations Center for every ONT activation—each call taking 5–10 minutes—creating manual work, repeat visits, and poor mobile adoption. OptiComm implemented Resco Mobile CRM (with Spatial Business Systems as the implementation partner) to address these challenges.

Resco Mobile CRM was integrated into OptiComm’s Microsoft Dynamics environment and customized for on‑site ONT activation, signal checks, and instant feedback to technicians. As a result, Resco automated 90% of ONT activations, saved about 10 minutes per activation across roughly 1,000 monthly installs, enabled more first‑visit completions, and significantly reduced manual processes while improving mobile user adoption. Resco’s product and support were credited with these measurable gains.

OptiComm

Ben Liew

Chief Network Officer