Telecom equipment manufacturers build the infrastructure that powers global connectivity—from 5G towers and routers to fiber optics and satellite systems. The industry is experiencing massive growth with 5G rollout, IoT adoption, and cloud-driven connectivity.
But challenges are mounting:
- Complex global service networks with carriers, resellers, and partners
- Mission-critical SLAs with penalties for downtime
- Specialized equipment requiring certified engineers for servicing
- Regulatory compliance across multiple countries
Traditional CRMs are not equipped for this complexity. Salesforce Service Cloud + Field Service Lightning (FSL) provide a unified platform for telecom OEMs to digitize service, ensure SLA compliance, and deliver predictive field operations.
Challenges in Telecom Equipment Manufacturing
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Downtime Costs
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Network equipment outages can affect millions of users.
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Global Dealer & Partner Ecosystem
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OEMs work with carriers, resellers, and distributors.
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Warranty & SLA Complexity
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Contracts include uptime guarantees with heavy penalties.
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Compliance & Security
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Telecom equipment must comply with strict security standards.
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Field Workforce Management
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Dispatch requires certified engineers for sensitive telecom gear.
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How Salesforce Service Cloud Helps
- Case Management: Centralized complaint and incident tracking.
- Entitlement & SLA Automation: Auto-validates coverage and uptime contracts.
- Omni-Channel Support: Multi-channel service (email, phone, chat, portals).
- Knowledge Articles: Repair instructions, compliance standards.
- Analytics Dashboards: SLA visibility for OEMs and carriers.
How Salesforce FSL Helps
- Skills-Based Scheduling: Assign certified telecom engineers.
- Mobile App (Offline): Useful in remote tower sites.
- IoT Integration: Routers, base stations, and towers monitored in real time.
- Asset Tracking: Full history for every equipment piece.
Example
A 5G equipment OEM used Salesforce IoT + FSL. Tower anomalies triggered automatic cases, FSL dispatched certified engineers, and SLA penalties dropped by 27%.
Why Perigeon?
- Salesforce Partner with telecom + high-tech expertise.
- Experience in IoT predictive maintenance, SLA automation, global portals.
- Integration with ERP, OSS/BSS, and compliance systems.
📩 Contact Perigeon to digitize your telecom equipment service operations with Salesforce.
