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Ting Chooses COS FSM to Modernize and Scale Fiber Installations Across the U.S.

[West Palm Beach – July 2025]: COS Systems is proud to announce the launch of COS FSM, a powerful, stand-alone Field Service Management (FSM) platform that can be used independently or seamlessly integrated with Business Engine, developed specifically for the fiber industry. As one of the first adopters of the system, Ting, a leading U.S. internet service provider, is now leveraging COS FSM to manage and streamline fiber installations across multiple cities and states, handling over 130 installations per day with precision and efficiency.

With active operations in more than 20 cities across 8 U.S. states, Ting continues to expand its footprint as a premier fiber broadband provider. As part of their commitment to delivering exceptional customer experience and operational excellence, Ting selected COS FSM to modernize and automate their field service operations.

“Field installations are not only a critical part of delivering fiber—they’re often the first physical interaction a subscriber has with our brand. With COS FSM, we ensure that this experience is smooth, timely, and professional,” said CJ Ehrenreich, Senior Vice President, Networks, Construction and Engineering at Ting.

Built for the Field. Backed by Experience.

COS FSM is developed by COS Systems, leveraging years of experience working with those who build and operate fiber networks. Originally embedded in the COS BSS/OSS suite, the functionality has now been expanded into a stand-alone, API-first platform. COS FSM is designed for seamless integration into complex environments involving ISPs, operators, and construction firms alike.

Core Capabilities:

  • Support for All Types of Work Orders
    Design and automate workflows to match your operational processes.
  • Skill-Based Assignments
    Automatically assign the right technician for the job based on expertise.
  • Geographic Allocation
    Align technicians to specific service zones for local efficiency.
  • Customer Self-Scheduling
    Let customers book their own appointments—improving satisfaction and reducing churn.
  • Advanced Scheduling Algorithms
    Optimize technician routes and minimize travel time with intelligent dispatching.

“We built COS FSM to solve the exact challenges fiber providers face in the field,” said Mikael Philipsson, CEO at COS Systems. “With Ting already using it to scale daily operations across multiple markets, we’re proud to deliver a platform that’s reliable, flexible, and purpose-built for the broadband industry.”

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.

About Ting

Ting is a next-generation internet service provider, offering fiber-optic broadband, fixed wireless and mobile services designed to put people first. With a commitment to being open, honest and fair, Ting brings exceptional connectivity to communities across the country. Learn more at ting.com

Get in Touch with us!
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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

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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