October 18, 2024 • 2 min read
Learn more about how a key telecom ISP utilized the Arrow Labs MIMS telecom field service management solution to deliver seamless services
Arrow Labs
October 18, 2024
This Telecom Field Service Management case study highlights how BNET, Bahrain’s national broadband network operator, partnered with Arrow Labs to automate service delivery operations, improve workforce coordination, and support the nationwide rollout of fiber infrastructure.
Using the MIMS platform, BNET streamlined scheduling, field execution, compliance tracking, and service activation workflows. As a result, the organization improved operational efficiency while delivering a better customer experience.
BNET is Bahrain’s national broadband network responsible for the design, construction, and operation of the Kingdom’s fiber infrastructure.
BNET plays a key role in Bahrain’s telecommunications sector and supports objectives outlined by the Telecommunications Regulatory Authority of Bahrain.
The organization provides wholesale telecommunications services to licensed service providers and plays a key role in Bahrain’s National Telecommunications Plan.
Furthermore, BNET is responsible for expanding fiber connectivity to businesses and households throughout the Kingdom, helping accelerate digital transformation and economic growth.
As part of Bahrain’s fifth National Telecommunications Plan, BNET faced the challenge of managing large-scale service delivery operations while maintaining service quality and regulatory compliance.
Because the rollout involved thousands of service requests, field activities, and customer appointments, operational coordination became increasingly complex.
To support nationwide expansion, BNET identified several key requirements:
Consequently, BNET required a technology platform capable of reducing manual processes while increasing visibility and operational control.
Arrow Labs worked closely with BNET to design and implement a comprehensive service delivery management solution powered by the MIMS platform.
BNET leveraged the Enterprise Workflow Orchestration capabilities of MIMS to coordinate service delivery workflows across multiple operational systems.
The objective was simple: automate workflows, improve workforce efficiency, and provide real-time visibility across the entire service delivery lifecycle.
Through MIMS, BNET integrated operational processes, workforce management, customer requests, and enterprise systems into a unified platform.
In addition, eleven MIMS modules were deployed across both web and mobile environments to support field and back-office teams.
BNET integrated MIMS with key enterprise platforms, including ERP and Business Support Systems.
As a result, customer requests could move seamlessly from initiation through service activation with minimal manual intervention.
MIMS enabled real-time communication between field technicians, dispatch teams, and operations managers.
Therefore, incidents, updates, media attachments, and workflow actions could be shared instantly across the organization.
Every work order was digitally captured and stored in a centralized repository.
This created a complete audit trail, improved compliance tracking, and provided managers with full visibility into task history and resolution activities.
MIMS automatically assigned jobs based on technician availability, geographic location, and operational capacity.
Consequently, customer appointments became more accurate while technician utilization improved significantly.
Real-time dashboards provided operational insights into workforce performance, service delivery, and SLA compliance.
Additionally, management teams could make informed decisions using both live and historical operational data.
The platform enabled real-time monitoring of materials consumed during field activities.
Moreover, inventory records remained synchronized with enterprise systems, ensuring accurate asset and material management.
Arrow Labs worked closely with BNET from project conception through deployment, helping model operational workflows and automate key business processes.
As a result, the solution was delivered ahead of schedule while providing additional efficiencies beyond the original scope.
This Telecom Field Service Management deployment enabled BNET to improve workforce productivity, automate service activation workflows, and maintain visibility across nationwide fiber operations.
The implementation improved workforce productivity, increased operational visibility, enhanced service delivery performance, and reduced administrative effort.
Salah Abdulraheem, Chief Digital Platforms Officer at BNET said:
“Our partnership with Arrow Labs is aimed at optimizing our productivity and efficiency levels as a company. This ultimately supports our efforts to achieve our goal of ensuring a resilient digital communication infrastructure in the Kingdom, while remaining focused on delivering an exceptional customer experience with a reliable and consistent service.”
Learn more about the MIMS service management platform.
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