What is Field Service Management

What is Field Service Management?

In today’s fast-paced, digitally connected world, businesses that rely on field operations—such as fiber network installations, maintenance, or utility services—need efficient ways to manage their workforce and resources outside the office. That’s where Field Service Management (FSM) comes in.

Definition of Field Service Management

Field Service Management refers to the process of coordinating field operations through a centralized system. This includes managing technicians, scheduling work orders, dispatching resources, tracking equipment, and ensuring real-time communication between the field and the office.

FSM is particularly important in industries like:

  • Telecommunications (including fiber broadband networks)

  • Utilities (gas, water, electricity)

  • Construction

  • HVAC, plumbing, and electrical services

  • Property maintenance

Key Components of Field Service Management

An effective FSM solution typically includes the following features:

1. Work Order Management

Creating, assigning, tracking, and closing service tasks efficiently. This ensures that every job—whether it’s a fiber drop installation or network maintenance—is completed on time and documented properly.

2. Scheduling and Dispatching

Automated tools allow dispatchers to assign the right technician to the right job based on skill set, location, and availability. Intelligent scheduling reduces travel time and improves productivity.

3. Mobile Access for Field Technicians

Technicians can access job details, customer information, and real-time updates from their mobile devices. This improves accuracy and eliminates the need for paperwork.

4. Inventory and Asset Management

Track tools, parts, and equipment needed for jobs in the field. This helps prevent delays caused by missing inventory.

5. Customer Communication

Keep customers informed with real-time notifications, appointment updates, and technician arrival tracking. This enhances the customer experience and reduces no-shows.

6. Reporting and Analytics

FSM systems generate performance data, allowing businesses to monitor KPIs like first-time fix rates, technician utilization, and customer satisfaction.

Why Field Service Management Matters for Fiber Network Operators

In the fiber broadband industry, field service is mission-critical. From connecting new homes to resolving network issues, technicians are the face of your operation. Efficient FSM ensures:

  • Faster installations

  • Fewer missed appointments

  • Reduced operational costs

  • Happier customers

Integrated with platforms like the COS Business Engine, FSM tools can seamlessly link customer orders, service provisioning, and field technician workflows. This creates a connected, automated, and scalable service delivery ecosystem.

Benefits of Field Service Management Software

Implementing a field service management solution offers clear advantages:

  • Increased efficiency through automation and better coordination

  • Improved service quality with real-time field insights

  • Lower costs by optimizing resources and reducing travel time

  • Stronger compliance with service-level agreements (SLAs) and safety standards

  • Enhanced visibility for management and customers alike

Future Trends in FSM

As digital transformation accelerates, FSM is evolving with:

  • AI-powered scheduling and route optimization

  • Augmented reality (AR) tools for remote assistance

  • IoT integration for predictive maintenance

  • Deeper customer portal integration for real-time interaction

Field Service Management is no longer just about dispatching a technician—it’s about delivering a seamless, transparent, and efficient service experience. Whether you’re a telecom provider rolling out fiber or a municipality managing public infrastructure, the right FSM solution can transform your operations and customer satisfaction.

Looking for an FSM system that integrates effortlessly with your broadband service platform? Contact us to learn how COS Business Engine supports field service excellence with COS FSM.

 

Ready to optimize your operations? Contact us today to learn more!

Book Your Demo Today!

 

 

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Meet the latest addition to our team – Kurtis Lyne

  1. Tell us a little bit about yourself – who are you, and what is your background?
    I have been working professionally in the information technology field for 10+ years, but started learning IT when I was 13. I convinced my parents to let me purchase an old server off ebay so I could start hosting video game servers for me and my friends. Since then I have not stopped learning and improving my technical skills.
  2. What caught your interest in COS Systems?
    I had been working with a COS customer as a Third Party contractor and during my interaction with COS staff and Business Engine I found the mission of the company very interesting and had expressed my interest in moving on from my previous organization with Pablo Perez who I had worked with in the past.
  3. What are your goals for the coming months?
    Learn everything about COS and be able to provide high quality support to both COS employees and customers.
  4. Why should people contact you and press the “connect with Kurtis” button?
    I am always available and happy to assist with anything anyone needs. If I don’t know the answer I will always try to help research or find the answer.
  5. If you could swap jobs with anyone at COS Systems for a day, who would it be and why?
    I am fairly new to COS so I have not met everyone yet or figured out their roles. But I think switching roles with anyone on the dev team would be interesting. I have some development experience so getting to actually try being a developer for a bit would be interesting.
  6. What’s your go-to productivity hack when things get busy?
    Headphones for listening to music or podcasts to block out distraction and focus on the tasks at hand.
  7. If you could instantly become an expert in one new skill, what would it be?
    Software Development, I have some experience but being able to become an expert in a few languages instantly would be amazing.
  8. What’s your favorite way to unwind after a long workday?
    Video Games or TV
  9. Lastly, what’s one word your friends or colleagues would use to describe you?
    Dependable

CONNECT WITH KURTIS
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COS Systems expands Open Access Services partnership with Fujitsu

Extended partnership enables turn-key Open Access network operations backed by COS Business Engine.

 

Extended partnership enables turn-key Open Access network operations backed by COS Business Engine.

[West Palm Beach – June 2, 2025]: COS Systems continues to strengthen its partnership with Fujitsu, a leading provider of network digital transformation solutions, to advance Open-Access broadband solutions across North America. Integrating COS Business Engine (COS BE) into Fujitsu’s Network Operations Centers (NOCs) in Richardson, Texas, enables a seamless, scalable approach to Open-Access network operations.

Since launching its Open Access services backed by COS Systems, Fujitsu has successfully delivered turnkey broadband solutions that empower digital infrastructure investors, tribal communities, municipalities, cooperatives, and private network owners. The partnership ensures efficient operations, automated service provider onboarding, and an enhanced customer experience.

“The demand for Open Access networks is accelerating, and our partnership with COS Systems enables us to provide network operators with a proven, future-ready solution that accelerates network ROI,” said Gregg Shepperd, Senior Engagement Leader, Managed Network Services at Fujitsu Network Communications, Inc. “COS Business Engine and our Managed Network Services (MNS) provides a complete solution that can help connect communities. It will also enable private investors to build, operate, and scale FTTH networks with operational efficiencies and automation.”

Beyond network operations, Fujitsu also delivers engineering and deployment services leveraging COS BE’s cloud-hosted BSS/OSS platform. Fujitsu streamlines network management, automates provisioning and simplifies customer installations. The solution supports various Open Access business models, from pure wholesale to True Open Access with a customer-driven marketplace, ensuring maximum flexibility for network owners.

“Fujitsu and COS Systems have had a strong relationship for years and share a common goal: making broadband more accessible, efficient, and sustainable,” said Mauricio Martinez, Vice President of Consulting, Managed Network & Support Services and Head of XaaS at Fujitsu Network Communications, Inc. “Together, we provide a comprehensive solution that allows communities to maintain ownership of their infrastructure while benefiting from a best-in-class operations model.”

The COS-Fujitsu partnership has already made a significant impact, supporting communities in their efforts to bridge the digital divide. By combining Fujitsu’s expertise in network deployment and management with COS Systems’ advanced software solutions, the collaboration enables broadband expansion that is both technically and financially sustainable.

“We’re excited to continue building on our successful collaboration with Fujitsu,” added Isak Finer, CRO at COS Systems. “With the right technology and strategic partnerships, we are accelerating the shift toward Open Access networks that create competition, drive economic growth, and improve connectivity for all.”

 

About COS Systems

COS Systems delivers cloud-hosted software for planning, building, and managing broadband networks worldwide. Our flagship platform, COS Business Engine, is a proven BSS/OSS solution that supports both traditional ISPs and Open Access networks. COS FSM optimizes scheduling, dispatching, and task management for a more efficient and integrated workflow.

With an end-to-end approach, our solutions enable self-service management, digital sales, and marketing through an intuitive online marketplace. Designed for ease of use, COS software enhances both the customer and employee experience—driving higher take rates and maximizing revenue.

Get in Touch with us!
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Press Release – COS Systems hosts second Open Access Day

COS Systems and Industry Partners to Host Open Access Day 2025

 

[West Palm Beach – May 2025]: COS Systems is proud to present Open Access Day 2025 — the premier event dedicated to professionals, innovators, and decision-makers shaping the future of Open Access fiber broadband. Taking place on June 1, 2025, from 12:00 to 5:00 PM at the Gaylord Opryland Resort in Nashville, this exclusive pre-conference event is part of Fiber Connect 2025. Pre-registration at www.cossystems.com is required as spots are limited. 

Open Access Day 2025 is a unique forum focused entirely on advancing the open access model — a proven approach for driving broadband competition, broadband adoption, and network scalability. The event will bring together key stakeholders for a full afternoon of insights, discussions, and an evening of networking.

This year’s event is hosted by COS Systems together with elite sponsors: Arcadis, Bonfire Fiber, Ciena, Ocius-X and Fujitsu Network Communications, as well as day sponsors: Alpha Innovations, Calix, Nokia, Hexatronic, Capcon Networks and Intellipop.

Event Highlights Include:

  • 12:00–1:00 PM | Welcome lunch & keynote from an industry thought leader 
  • 1:00–4:00 PM | Three interactive expert panels addressing future trends in open access broadband, as well as practical advice from those doing it. 
  • 4:00–5:00 PM | Networking with peers and industry leaders 
  • 7:00–10:00 PM | Open (Access) Bar @ BODE Nashville – an informal evening to continue discussions and build connections

“Last year’s Open Access Day was a great event, so we are thrilled to bring the open access community together once again for a dedicated event focused on the opportunities and challenges facing our industry. This is where business models are refined, partnerships are forged, and the future of broadband takes shape,” says Isak Finer, Chief Revenue Officer at COS Systems.

 

About COS Systems
COS Systems provides software solutions that streamline the deployment and operations of fiber networks, enabling service providers and network owners to efficiently build, market, and manage broadband networks worldwide. Our flagship platform, COS Business Engine, is a proven BSS/OSS solution that supports both traditional ISPs and Open Access networks. COS FSM optimizes scheduling, dispatching, and task management for a more efficient and integrated workflow.

With an end-to-end approach, our solutions enable self-service management, digital sales, and marketing through an intuitive online marketplace. Designed for ease of use, COS software enhances both the customer and employee experience, driving higher take rates and maximizing revenue.

Get in Touch with us!
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Join Open Access Day 2025

Open Access Day 2025: Back; Bigger & Bolder

First off — a huge thank you to everyone who made Open Access Day 2024 such a success! Your energy, insights, and support were key to making it a standout moment for the open access community.

Now, we’re thrilled to announce:

Open Access Day 2025 is happening on June 1

Gaylord Opryland, Nashville, TN
12:00 PM to 5:00 PM – just before Fiber Connect kicks off
Attendance: Free- Invite your network!

This year, we’re leveling up. With the open access model gaining real traction across the U.S., we’re expecting 150–200 participants from across the investor, operator, and ISP ecosystem. And we’d love to have you be part of it again.

THE DAY | 12 pm to 5 pm | Insight. Connection. Momentum.

The event kicks off at 12:00 pm with a light stand-up lunch and your first opportunity to connect with key players in the industry. The afternoon program features:

  • 12pm-1 pm | A keynote session from an industry thought leader and lunch

  • 1pm-5pm | Three high-impact, highly interactive expert panels

  • 5pm-6pm | A post-panel networking session with beer and wine

THE NIGHT | 7 pm to 10 pm | The Open (Access) Bar Returns

Back by popular demand, our evening networking event — the Open (Access) Bar — sponsored by us and our Elite Partners will start at 7:00 PM at a location still to be revealed (we’re working on something extra special!). Expect great food, flowing drinks, and unbeatable networking.

AGENDA

Keynote – The Consolidation Race: Seizing the Golden Opportunity in Open Access

– Insights from Isak Finér, CRO, COS Systems

Open access is at a turning point. As fiber consolidation accelerates and competition intensifies, the window to lead—and win—in the open access space is closing fast. In this dynamic keynote, COS Systems CEO Isak Finér will unpack the forces driving the current wave of consolidation and what it means for operators, ISPs, investors, and municipalities alike.

With over a decade of experience at the forefront of open access innovation, Isak will explore where the real opportunities lie—both in untouched greenfields and underutilized brownfields. Attendees will gain critical insights into who’s moving fastest, where capital is flowing, and how agile players can secure long-term market position before the next wave of consolidation locks the doors.

This session is not just a call to action—it’s a strategic roadmap for anyone looking to thrive in the rapidly shifting landscape of open access broadband.

Panel Discussion I

Investor-Owned Open Access: The New Blueprint for Last Mile Networks

As open access gains momentum, investor-backed wholesale models are becoming the preferred approach to last-mile deployment. This panel will explore how groups like Meridiam, AT&T, Prime, DIG, and Ubiquity are reshaping the open access market. Hear directly from the leaders behind these networks on the financial models, operational strategies, and partnerships that are driving scalable, future-proof infrastructure.

Moderator: TBD
Panelists: TBD



Panel Discussion II

Lessons from the Frontlines: Do’s and Don’ts of Building Open Access Networks

What does it really take to launch and grow a successful Open Access network? Learn from the operators, ISPs, and municipal leaders who’ve already navigated the process. From vendor relationships to marketing and take-rate strategies, this panel delivers actionable insights and avoids the pitfalls others have faced.

Moderator: TBD
Panelists: TBD



Panel Discussion III

The Open Access ISP Playbook: Competing, Partnering, and Scaling

In an open access environment, success isn’t just about delivering great internet — it’s about standing out in a shared market, building strong relationships with infrastructure partners, and scaling smart.

This panel dives into the strategies that high-performing ISPs are using to thrive on open access networks. From pricing models and customer experience to marketing tactics and platform integration, we’ll hear directly from ISPs about what’s working, what’s not, and how to grow in a competitive, multi-provider landscape.

Whether you’re already operating on open access networks or exploring the model for the first time, this session is packed with actionable insights and real-world examples to help you sharpen your edge.

Moderator: TBD
Panelists: TBD

Sponsorship Opportunities

We’ve updated the sponsorship packages to give you even more visibility and connection time with your target audience.

Open Access Day Partner – $1,500

  • Logo featured on all event marketing (website, social, signage)

  • Verbal recognition during the general session keynote

  • Guaranteed speaking slot on one of our three panels
    (Panel selection based on order of signup)

Open Access Elite Partner – $3,000

  • Premium logo placement across all event materials

  • Recognition at the general session keynote

  • Guaranteed panel speaking slot

  • Featured branding + 5-minute speaking opportunity at the Open Access Bar

Attendance is Free — Invite Your Network

As always, Open Access Day is free to attend.
As a sponsor, we encourage you to invite colleagues, partners, or anyone curious about the open access model.
Note: Open Access Day registration does not include access to Fiber Connect.

Ready to sponsor or have questions?

Get in touch with us at adam.puckett@cossystems.com or reach out directly through the links below.

Sponsorship Registration
Attendee Registration
Open Access Bar Registration

Let’s make Open Access Day 2025 one for the books!

 

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Streamline Your Open Access Network Operations with COS Business Engine

The Market is Maturing – Now It’s All About Efficient Operations

After years of rapid expansion, the Open Access network market has entered a new phase. Most areas are now fiber-connected, and the focus has shifted to optimizing operations, streamlining processes, and ensuring seamless post-deployment connections. The remaining areas to connect are often the most remote and least economically viable. Automation, data quality, and customer experience are now critical to long-term success for network owners and operators.

COS Business Engine is designed to manage the full lifecycle of an Open Access network – from expressions of interest and customer onboarding to ongoing operations. By leveraging the platform’s comprehensive functionality, networks can maximize efficiency, minimize manual work, and deliver a seamless experience to both customers and service providers. Below, we walk through the six key phases we’ve identified for successful network operation – and built our platform to automate as much as possible. Every network has processes in place, but the key is to make them work seamlessly together.

1. Market and Demand Analysis?

To make informed decisions about expansion, it’s essential to understand market conditions and demand.

  • Project Areas: Larger regions are divided into smaller projects where address data is imported when available; otherwise, map tools like Google Maps are used.
  • Interest Registration and Pre-Orders: By collecting expressions of interest, the network can assess demand, gather speed test data, and analyze competitive presence, project by project. As build-out approaches, customers can place pre-orders to aid planning.

2. Planning and Deployment Decisions

A structured planning phase ensures that resources are used effectively and the build-out remains profitable.

  • Status Management and Communication: COS Business Engine keeps each project area’s status updated and automates communication with customers based on the current phase.
  • Build-Out Decisions: Based on collected pre-orders, the network owner can prioritize areas according to demand and optimize installation planning.

3. Construction and Documentation

Once a decision has been made, smooth processes for installation and documentation are key.

  • Work Order Management: When a project area enters the “In Deployment” phase, work orders are automatically created for all orders.
  • Installer Portal: Installers access a portal to view their tasks and document work directly in the system via mobile or tablet.
  • Status Tracking: The system monitors installation status per address and informs customers when services are ready to be activated — including for post-deployment connections in already built areas.
  • “Birth Certificate”: Upon installation completion, light levels and speed test results are saved automatically, providing a reliable reference for the future.

4. Service Activation

Once fiber is installed, the next step is to get the customer online.

  • Automated Provisioning: Thanks to COS Business Engine’s integrations, services are automatically activated once the CPE is installed.
  • Customer Portal for Service Selection: Customers choose and activate services directly through the customer portal, without manual handling from the network or service providers.
  • Self-Service for Providers: Providers manage their offerings through their own accounts, minimizing the need for involvement from the network owner.

5. Day-to-Day Operations and Support

To maintain high service quality, smooth operations and efficient support processes are essential.

  • Operational Data for Providers: Providers can view real-time service status via COS Business Engine’s UI or APIs and, for example, reboot a CPE with a single click.
  • Support and Case Management: Customers can submit support cases through the customer portal. Operators and providers collaborate within the platform to quickly resolve issues. “Birth certificates” and saved snapshots of operational status during case creation support efficient troubleshooting.

6. Full Business Insight

To continuously optimize network operations, full visibility is essential.

  • Automated Billing and Administration: COS Business Engine automates billing and service administration, reducing manual tasks and errors.
  • Flexible Pricing: COS enables grouping of addresses into “markets within the market,” allowing a unique selection of providers, services, end-customer pricing, and wholesale pricing — even down to a single address. This is particularly helpful in deals with property owners.
  • Access to All Data: With extensive dashboards and export tools, networks can analyze data in detail. Integrating with a reporting database also allows the creation of custom dashboards in tools like Power BI for deeper insights.

To operate an Open Access network efficiently, the entire chain must be seamless and automated, from the initial expression of interest to day-to-day operations and billing. Network owners can focus on strategic growth rather than administration by maximizing self-service for customers and allowing providers to manage their offerings and support cases independently.

With COS Business Engine, you get a system that not only supports all these phases, but helps you optimize each one. The result? Efficient operations and happier customers.

Learn more about our solutions here!

Contact us to talk about how COS can support your operationst!
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