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.
