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Fiber First Migrates to COS Business Engine and COS FSM | COS Systems

Customer Story

By Isak Finer · April 28, 2026

Selling fiber Internet should be straightforward: a customer wants service, you check if they’re on the network, you sign them up, and you get them connected. But when your systems aren’t talking to each other and your team can’t always trust the data in front of them, even that simple process can grind to a halt.

That was the reality for FiberFirst before they partnered with us. Operating across several US states on Ubiquity’s open access fiber infrastructure, they were growing fast — but their previous BSS/OSS solution couldn’t keep up. Manual processes slowed down sales, field operations were disconnected from customer records, and staff couldn’t always be certain whether a given address was on the fiber network or what services could be offered there.

A platform built for how ISPs actually work

We implemented two products in tandem: COS Business Engine including the COS Marketplace, our core BSS/OSS platform, and COS FSM, our field service management solution. Rather than switching everything over at once, FiberFirst started by using COS Business Engine to onboard new customers across all their markets — giving both teams the time to validate workflows and fine-tune processes in a live environment before migrating their existing subscriber base.

Today, when a sales rep — or a customer shopping online — looks up an address, they see accurate, real-time data: whether fiber is available, which services can be offered, and what the next steps are. And at the moment of sale, they can immediately schedule a fiber installation appointment. No follow-up calls, no back-and-forth. The customer picks a time that works for them, right then and there.

First markets live in California

With workflows proven and both teams confident in the platform, migration of the legacy subscriber base began. FiberFirst’s first California markets have now been successfully migrated — a significant milestone that brings those subscribers into the same streamlined experience new customers have been enjoying for months.

The success builds on a strong relationship, great cobuilding driven by FiberFirst’s feedback and a joint view of what matters most – the subscriber. Tens of thousands of subscribers across the rest of their markets are next, and we couldn’t be more excited to get there together.

Frequently asked questions

What is COS Business Engine?

COS Business Engine is COS Systems’ core BSS/OSS platform for broadband operators. It manages subscriber records, real-time service availability, billing, and sales workflows on a single platform. On open access fiber networks, it coordinates service delivery across a shared physical infrastructure used by multiple ISPs.

What is COS FSM?

COS FSM is COS Systems’ field service management solution. It connects installation and maintenance crews to the same customer and network records that sales and back-office teams use, coordinating dispatch, scheduling, and job completion in a single integrated workflow.

What is a Ubiquiti open access fiber network?

Ubiquiti provides networking hardware used to build open access fiber infrastructure: a single physical fiber plant shared by multiple ISPs. Each ISP manages its own subscriber base on top of the shared network. Open access models have operated in Europe for decades; North American deployment is now accelerating.

How did Fiber First migrate without disrupting existing subscribers?

Fiber First onboarded all new customers on COS Business Engine across every market before beginning the legacy migration. That approach created a live environment where both teams could validate every workflow under real operational load. The California markets migrated only after the platform was confirmed stable.

Can customers schedule a fiber installation appointment at point of sale?

Yes. When a sale closes on COS Business Engine, the customer or sales rep selects a fiber installation time slot immediately. The appointment is confirmed in the same transaction — no separate scheduling step is required.

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Why Field Service Management Matters for Fiber Network Operators

Why Field Service Management Matters for Fiber Network Operators

As demand for high-speed internet continues to grow, fiber network operators face increasing pressure to deliver fast, reliable, and efficient broadband services. Whether it’s rolling out new connections or resolving service issues, field service operations are central to achieving that goal. That’s where Field Service Management (FSM) becomes indispensable.

The Critical Role of Field Service in Fiber Broadband

In the fiber broadband industry, field service is mission-critical. Technicians are not just workers in the field—they are the frontline representatives of your business. Every on-site installation, maintenance task, or troubleshooting call shapes the customer’s experience and perception of your service.

An efficient Field Service Management system empowers fiber network operators to:

  • Accelerate installations

  • Reduce appointment delays and missed visits

  • Lower operational costs

  • Increase customer satisfaction and retention

When your field service processes run smoothly, the entire operation benefits—from network rollout to end-user experience.

Faster Fiber Installations

Delays in installation can lead to frustrated customers, revenue loss, and churn. With FSM tools, you can streamline job scheduling, technician dispatching, and real-time communication. This means technicians arrive on time, with the right equipment and information, ready to deliver fiber connections quickly and accurately.

Fewer Missed Appointments

FSM systems improve scheduling accuracy and give customers real-time updates through the customer portal. This reduces the likelihood of no-shows, scheduling conflicts, or miscommunication. Technicians also benefit from mobile access to job details, reducing the need for back-and-forth with office staff.

Reduced Operational Costs

Inefficient field operations lead to wasted fuel, overtime hours, and costly return visits. FSM software helps optimize routes, minimize travel time, and increase first-time fix rates. Over time, this significantly reduces operating costs while maximizing workforce productivity.

Happier, More Informed Customers

When field service is seamless, customers notice. Real-time updates, transparent scheduling, and prompt service all contribute to a better experience. FSM also integrates with your customer portal, allowing customers to view appointment windows, track technician arrivals, and receive timely updates—without needing to call support.

Integration with Business Engine

FSM capabilities can be fully integrated into your service delivery model with our top-notch standalone FSM platform that can be purchased as part of Business Engine or as a separate product. From the moment a customer places an order, tasks are automatically created and assigned to field teams. Technicians receive mobile notifications with detailed job info, while office staff can monitor progress in real time.

This integration ensures:

  • No manual handoffs between systems

  • Automated workflows from customer sign-up to service activation

  • A scalable model that supports both small deployments and large-scale rollouts

By linking customer orders, service provisioning, and field technician workflows in one connected system, COS FSM helps fiber operators deliver services faster, smarter, and more cost-effectively.

Field Service Management is not a nice-to-have—it’s a strategic advantage for fiber broadband providers. As customer expectations continue to rise, the ability to manage and optimize field operations will separate the industry leaders from the rest.

Ready to modernize your field service operations? Contact us today to learn how COS Business Engine supports fully integrated FSM tailored to fiber networks.

 

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

Book Your Demo Today!

 

 

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What is Field Service Management

Last updated: April 2026 | By Maren Buchüller, Head of Marketing, COS Systems

Field service management (FSM) software coordinates the full lifecycle of field work: scheduling, dispatch, work order execution, and sign-off. For fiber network operators, FSM must handle fiber-specific objects and workflows — ONTs, service drops, splice sequences, subcontractor handoffs — integrated directly with the operator’s BSS/OSS platform.

How FSM for Fiber Differs from Generic FSM

Generic FSM platforms are built for HVAC technicians, plumbers, and facilities trades. Fiber operators have fundamentally different field requirements. Adapting a generic tool to fiber workflows creates gaps that slow installations and fragment operational data.

Fiber-specific field objects

A fiber drop installation involves ONT provisioning, cable certification, port assignment, and immediate service activation. Each step produces data that must flow into the operator’s OSS. Generic FSM has no concept of an ONT, a service area boundary, or a provisioning trigger. Fiber-native FSM treats these as first-class data objects.

Multi-party coordination

Fiber builds typically involve multiple parties: a network owner, a retail ISP, and one or more subcontractors. Generic FSM assumes a single organization dispatching its own staff. Fiber-native FSM supports role-based access and task handoffs across entities — network operators assign work to subcontractors, subcontractors complete field tasks, and the network operator sees progress in real time.

BSS/OSS integration

Completing a fiber installation should trigger service activation automatically. That requires direct integration between the FSM platform and the operator’s BSS/OSS. Generic tools provide webhooks or data exports. Fiber-native FSM provides native integration with the billing and provisioning layer. COS FSM connects directly to COS Business Engine, completing the loop from field sign-off to subscriber activation without manual data entry.

Generic FSM vs. Fiber-Native FSM

Capability Generic FSM Fiber-Native FSM
Work order types Service calls, repairs Fiber installations, drops, ONT provisioning
Field objects Jobs, assets ONTs, splice points, service areas, cable runs
Subcontractor model Limited or absent Multi-party task assignment and tracking
BSS/OSS integration Webhooks or export Native integration with billing and provisioning
Post-installation trigger Manual follow-up Automated service activation
Mobile app Generic job forms Fiber-specific workflows with structured capture fields

What to Look for in Fiber FSM Software

These capabilities determine whether an FSM platform fits fiber network operations:

Fiber-specific workflow templates. The platform should have pre-built workflows for fiber drop installations, ONT swaps, and network maintenance — not require adapting a generic job template.

Subcontractor collaboration. Multi-party field operations require role-based access, task assignment across organizations, photo and note capture, and acceptance workflows. If the FSM tool treats all field workers as internal employees, it will not scale to contracted builds.

Real-time BSS/OSS connection. Service activation cannot depend on a manual data handoff. FSM must close the loop with the provisioning and billing platform automatically on job completion.

Customer self-scheduling. Subscribers expect to book installation appointments through a customer portal. The FSM platform should support inbound scheduling with real-time technician availability, reducing no-shows and inbound call volume.

Mobile-first design. Field technicians work from phones and tablets. The mobile experience must match the actual workflow — field data capture, photo upload, digital sign-off — not just a scaled-down version of a desktop interface.

How COS FSM Manages Fiber Field Operations

COS FSM is field service management software built for fiber network operators. It manages the full lifecycle of fiber field work: work order creation, technician dispatch, installation workflow execution, subcontractor coordination, and post-installation service activation.

COS FSM is a native module within the COS platform. Completed installations trigger automated service activation in COS Business Engine. Address data, customer records, and network inventory are shared across both systems in real time.

Ting selected COS FSM to modernize and scale fiber installations across the United States. COS FSM supports network owners, retail ISPs, open access networks, and municipal broadband operators across North America and Europe.

Learn more about COS FSM →

Frequently Asked Questions

What is field service management software?

Field service management (FSM) software coordinates field operations: scheduling, dispatch, work order execution, mobile access for technicians, and reporting. For fiber network operators, FSM also handles installation-specific workflows, subcontractor management, and integration with OSS/BSS platforms to connect field work to billing and provisioning.

How is fiber FSM different from standard FSM?

Fiber FSM treats fiber-specific objects — ONTs, service drops, splice sequences, service areas — as native data types. It supports multi-party subcontractor coordination and integrates directly with BSS/OSS platforms to trigger service activation on job completion. Standard FSM tools handle none of these natively.

What field operations does FSM software automate?

FSM software automates work order creation and assignment, technician routing, installation workflow steps, subcontractor task handoffs, customer notifications, and post-installation triggers. For fiber operators, this includes automated provisioning activation in the BSS/OSS on job sign-off — eliminating manual data entry between field and back office.

Can FSM software handle third-party subcontractors?

Fiber-native FSM supports multi-party operations: network operators assign work to subcontractors, subcontractors execute tasks through a role-appropriate mobile interface, and the network operator tracks progress in real time. COS FSM provides purpose-built subcontractor collaboration tools including task assignment, photo capture, and acceptance workflows — no separate system required.

How does FSM integrate with billing and provisioning systems?

In a fiber-native FSM platform, completed field work triggers automated events in the BSS/OSS layer — service activation, billing start, provisioning confirmation. COS FSM integrates natively with COS Business Engine: no middleware, no manual sync, no export/import cycle.

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