МТС: Field Service Management (FSM)

The main articles are:

• Mobile apps
• Business Process Management
• CRM (Customer Relationship Management System)

2025: Installation and Field Engineer Application Launch

PJSC "," a MTS digital ecosystem, has developed and launched a single multifunctional mobile application Field Service Management (FSM) for installers and field engineers, which will increase the efficiency of technical personnel. The solution will save up to 15% of the time required for the execution of orders and documents. The company announced this on January 27, 2025.

The FSM application for smartphones and OS Android , iOS created in the cross-platform Flutter framework, is available for home installers Internet and combines five previously disparate corporate systems and functions:

• Task scheduler and automated order management. The installer sees his connection plan for the day, the addresses of customers, the route to them on the map with the ability to communicate with them directly.
• Manage the issue and write-off of inventory and customer equipment. In the environment of electronic document management, the installer at the beginning of the work shift receives in the warehouse pre-prepared components and client equipment for installation (cables, sockets, routers, set-top boxes, video cameras, SIM cards).
• Equipment connection, diagnostics and maintenance. The installer sees the ports in the application for connecting client equipment, can check its network health.
• Customer Interaction System (CRM). The installer opens the client's application for connection in the system, the selected tariff and signs a service agreement with him in paperless form on the smartphone screen.
• Outfit Exchange. If the installer does not have assigned orders, the installer can select the customers in the connection queue.

As of January 2025, the FSM functionality is available for installers on a fixed V2S Internet network throughout Russia, except for Moscow and the region. In 2025, the application's capabilities will be expanded - installers of the Moscow region will be able to use it, as well as field engineers and foremen who mount and maintain base stations, transport network equipment and other telecommunication infrastructure facilities.

Specialists of the technical unit and IT division of MTS have jointly developed and launched a single multifunctional mobile application for our installers and engineers working for customers and "in the fields." This decision will significantly facilitate and increase the efficiency of our staff. If earlier a specialist, when performing tasks on the road, had to use five different corporate systems and environments - applications, web pages, make calls and use third-party instant messengers - now he can do all this using widgets in one application on his smartphone. The use of FSM will save on average up to 15% of the time spent on issuing orders and documents, as well as increase the satisfaction of our employees, make their work more comfortable, - said Elena Yakupova, Director of the Department for Operation of Converged Networks and MTS Services.