Challenges and Opportunities for Communication Service Providers: Data from the ‘State of Service Research’ study

It appears that many Communication Service Providers (CSPs) are facing significant challenges with their internal systems: nearly half of them (42%) are struggling with outdated systems. 

However, 67% are focusing on improving the customer experience, while 47% aim to attract new skilled workers by adopting new Field Service Management (FSM) technologies. Among these, workforce planning and scheduling optimization stands out as the most popular FSM solution that CSPs plan to implement this year. 

Results of the State of Service Research Global Study 

IFS, a global cloud enterprise software company exclusively represented in Italy by FI Solutions, has published the results of the global study ‘State of Service Research’ on Communication Service Providers (CSPs). 

This report analyzes the main challenges CSPs face in the field, how they are responding to new market entrants, and what they are doing to stay competitive. It is clear that CSPs need to intensify their collaboration to reduce costs and bring 5G to more people worldwide. 

Regulatory changes in the industry have been identified as the primary challenge for CSPs, with 49% indicating it as the most pressing issue. This challenge is further complicated by the recent shift to Open RAN, which has increased the pressure on CSPs to collaborate more in order to reduce operational costs and deliver 5G services to a broader range of users. 

Additionally, 42% of respondents highlighted the need to upgrade outdated or inadequate FSM systems due to the transition to 5G networks and the inability to meet customer service obligations. The shortage of skilled workers, exacerbated by an aging workforce, a highly competitive job market, and the rapid development of technology, particularly 5G, has further increased the pressure on CSPs 

Technological Innovation as an Answer to CSP Challenges 

The report highlights the potential of Field Service Management (FSM) solutions to drive revenue growth and enhance employee experience. 67% of CSPs cited customer experience, 64% revenue growth, and 49% the increased ability to attract skilled workers as the primary benefits of adopting advanced FSM technologies. Additionally, 45% reported improvements in workforce planning, forecasting, and optimization, while 42% noted enhancements in the ability to develop new service offerings. 

In today’s highly competitive environment and amid a shortage of skilled labor, CSPs are in a critical position to implement innovative technological solutions such as artificial intelligence and machine learning, which can continuously optimize people, spare parts, and service fleets. The research indicates that technology companies are aware of this need: 53% plan to incorporate scheduling optimization and automation, while 49% intend to adopt AI and machine learning in 2023. Furthermore, emerging technology priorities such as simulations, wearable devices, and parts management are already included in CSPs’ innovation roadmaps for the current fiscal year. 

Among the technological solutions, a common theme emerges: the greatest benefits that CSPs achieve from adopting new FSM solutions stem from the need to revolutionize both employee and customer experiences and to develop new digital offerings to drive revenue growth. 

Markus Persson’s Commentary

Markus Persson, Global Industry Director of IFS commented, “We are seeing more and more CSP brands recognizing the need to embrace optimization and automation technologies in order to work smarter and increase agility. Leading telco organizations from around the globe are partnering with IFS to adopt our industry-leading field service management and AI-powered scheduling optimization solutions because they enable them to deliver on their customer promises and grow profitable revenue.” 

In addition to the research findings, the State of Service in Telecommunications 2023 Report also delivers insights and first-hand advice from some of the world’s most innovative technology brands, including IFS customers Saudi Telecom Company, Orange, Konica Minolta and more.  

To learn more, download the report now.