The process is attractive from many points of view (integrations, workflows, etc.) and making it efficient and flexible with certain tools is essential. However, sometimes there is no time to consider one very important aspect of the process. An aspect that is often covered in one point on the transformation map or presented as one particular step, but that has remarkable impact on many areas of CSPs’ core activities, such as customer service or network operations.
This aspect is field service, an area which can be described as all of the activities that have to be carried out at the customer’s or network’s location, in order to complete the order-to-cash process and start collecting charges for the service. This activity however, is complex and has to be managed well.