Field Service and Communications Cloud for B2B telecommunications

Two B2B telecommunications operators in Colombia needed to transform their field service management and evolve their communications platform to stay competitive.

Specific challenges

• Implementing Salesforce Field Service for B2B installation, maintenance and technical support
• Maintaining and evolving Communications Cloud for commercial and product management
• Integrating Salesforce with core telecom systems (OSS/BSS, network inventory, billing)
• Managing more than 1,000 technicians with different specializations
• Coordinating complex multi-stage installations and specialized crews

B2B telecommunications has its own dynamics: a single work order can span multiple stages, which demands precise orchestration across teams.

We built an end-to-end strategy combining a new implementation with the evolution of existing platforms:

Project components

• Salesforce Field Service for technician management, intelligent dispatch and real-time tracking
• Managed support for Communications Cloud: functional evolution, incident resolution and CPQ optimization
• An integration architecture on MuleSoft connecting network systems (OSS), inventory and billing (BSS)
• Multi-stage workflows for complex installations with dependencies between tasks
• Operational dashboards for real-time visibility and SLA compliance

Pairing Field Service, Communications Cloud and MuleSoft created a single ecosystem where commercial, technical and operational management converge.

The digital transformation of both operations has produced tangible gains:

• More than 1,000 technicians managed through Salesforce Field Service
• Seamless integration between Communications Cloud, Field Service and OSS/BSS systems
• End-to-end visibility from sale through installation and support
• Shorter provisioning and activation times for B2B services
• Continuous evolution of Communications Cloud with functional improvements every sprint

Both operators now have a 360° view of every enterprise customer — from the commercial opportunity through to each technical visit.