MTM Selects Comarch FSM for Enhanced Field Service Management

On March 19, PT Media Telekomunikasi Mandiri (MTM) signed a contract for Comarch Field Service Management platform to support their field technicians. The cloud-based solution will streamline field service operations, enabling MTM to enhance their services for key telecom companies in Indonesia.

The challenges faced by MTM

MTM maintains the telecommunications infrastructure for major service providers across Indonesia. The company employs hundreds of technicians who manage more than 300,000 communications circuits and thousands of network devices.

In the face of rapidly growing infrastructure and customer base, general field service management solutions proved to be insufficient and did not provide the desired level of support and control. Field engineers and technicians required access to more precise data while on site, and the process of scheduling their work became increasingly complex. This is why MTM sought a specialized field service management platform that would address telecommunications-specific challenges. Comarch FSM turned out to be the perfect answer to their needs.

Why Comarch FSM?

Comarch FSM stands out as the premier field service management software tailored to the telecom industry and addressing various facets of MTM's operations. The platform includes features that allow deep automation of order placement, task scheduling, technician assignment, route optimization, equipment allocation, and report management.

Nurul Kowim, CEO of MTM, expressed his enthusiasm about the partnership, stating: "It will be a huge step towards further innovation of our services to serve our customers at the highest possible level. Having a reliable field management solution dedicated to our industry unlocks new opportunities for future expansion. Deep automation and simplified management procedures enabled by Comarch FSM aid our strategic approach to the way we cooperate with our customers."

Other key features, such as Comarch FSM mobile app, allow real-time access in the field, empowering technicians with instant notifications and communication capabilities they need in order to resolve issues swiftly. Additionally, a dedicated Customer Portal automatically handles customer reports and notifies customers about successful repairs, contributing to increased satisfaction and enhanced overall experience. The system also oversees the entire network, including inventory management, granting optimized and efficient operation for the MTM’s growing infrastructure.

"Our innovative offer has been well recognized by Asian enterprises. We are strengthening our position with a tailored portfolio of products for our telecom clients to support their growth, innovation, and operational improvements. This deployment of Comarch Field Service Management proves that our products are easily adaptable to the needs of the local market," says Paweł Workiewicz, Head of Business Development Division for APAC & MEA at Comarch.


About MTM

Established in 2008, PT Media Telekomunikasi Mandiri (MTM) has been a stalwart in the ICT industry, providing network infrastructure solutions for major telecom and enterprise companies in Indonesia. With over 15 years of experience and a commitment to customer satisfaction, MTM continues to evolve as a leading ICT solution partner, delivering excellence in every endeavor.

PT Media Telekomunikasi Mandiri, as a provider of managed services and managed security services, complies with multiple ISO standards concerning service implementation, and holds information security management certifications from the British Standards Institution (BSI) Group Indonesia. In addition, it is the first cybersecurity firm to receive a Cyber Security Maturity (CSM) certificate from BSSN and register for a Computer Security Incident Response Team (CSIRT), establishing the standard for service quality and information security.

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