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Fiber Delivery Process for ISPs

A Step-by-Step Operational Framework

Purpose

This guide helps telecom operators, particularly Delivery Coordinators, Network Technicians, and Operations Managers, understand and manage the complete fiber delivery process from customer order to billing and support handover.

Best Practices

  • Document Everything: Keep detailed records of each step for audit trails and process improvement
  • Validate Early: Check feasibility before scheduling to avoid costly delays
  • Communicate Proactively: Keep customers informed at each stage of the process
  • Test Thoroughly: Never skip QA steps - they prevent issues in production
Key Benefits
  • Visual overview of each delivery phase
  • Checklists to reduce order fallout
  • RACI matrix for clear ownership
  • Editable templates (swimlanes, YAML, Excel)
  • KPI tracker to optimize delivery performance
Who Should Use This

Fiber project managers & coordinators

Field technicians & planners

NOC and support staff

BSS/OSS architects

Digital Experience Integration

Customer Portal Access

  • Real-time order tracking
  • Interactive progress visualization
  • Self-service scheduling options
  • Mobile-responsive design

Automated Communications

  • Proactive status updates
  • Multi-channel notifications
  • Personalized messaging
  • Integration with existing systems
Process Overview
Order Entry → Validation → Planning → Build → Configuration → Installation → QA → Billing → Support Handover

Quick Reference

Order Entry Checklist
Pre-Delivery Validation
Installation Checklist
QA & Testing

From Customer Interest to System-Generated Order

The first and most critical step in ensuring a clean delivery process.

Overview

This is the first and most critical step in ensuring a clean delivery process. It all starts with the accurate creation of an order in the BSS (Business Support System). Sales staff or customer service agents enter key details that determine routing, role assignment, system triggers, and delivery feasibility.

Key Objectives
  • Collect all necessary customer and product information
  • Initiate internal delivery flow in BSS
  • Auto-assign responsible roles via routing logic
  • Sync to OSS for downstream provisioning
Typical Systems Involved
  • BSS: Salesforce, Netcracker
  • CRM: Customer data and contract storage
  • GIS/Map: Address validation, coverage mapping
  • Contract Engine: SLA, terms, and pricing logic
Digital Integration Points
Integration Point Technology Benefits
Customer Portal React/Vue.js + API Real-time updates, self-service
Mobile App React Native/Flutter Field technician efficiency
Analytics Dashboard Google Analytics + Custom Performance tracking, insights
Checklist
Requirement Description
Customer ID Unique customer reference
Service Address Geo-coded with municipality mapping
Product Type FTTH, DIA, Business Ethernet, etc.
Port Availability Confirmed from inventory or via lookup
Contact Info Valid email and phone for scheduling
Contract Signed PDF or DocuSign confirmation uploaded
Billing Setup Payment method, invoice type selected
Glossary
BSS: Business Support System; handles customer orders, billing, and service logic
FTTH: Fiber to the Home
DIA: Dedicated Internet Access (business-grade fiber service)
Common Issues & Solutions
Problem: Incomplete addresses → Fix: Auto-fill with Google Maps API or GIS system
Problem: Wrong product selected → Fix: Implement dropdown logic based on zone and customer type
Problem: Port mismatch → Fix: Add automated pre-check with OSS inventory
Problem: Manual email typos → Fix: Enforce email validation + confirmation field

Pre-Delivery Validation & Role Assignment

Validate order feasibility and assign clear ownership for delivery execution.

Overview

Before any scheduling or technical setup, Delivery Coordinators validate whether the order is physically and technically feasible. This stage acts as a gatekeeper, orders that pass are locked in for build or provisioning, while those with issues are returned to Sales or Planning. During validation, clear role assignment ensures ownership is established before proceeding to the build phase.

Address & Infrastructure Check
  • GIS-based validation of coverage
  • Lookup of existing infrastructure (ducts, manholes, splices)
Product Feasibility
  • Confirm OLT capacity, splitter availability, port health
  • Match service class with available configuration
Site-Type Confirmation
  • Validate if location is residential, business, multi-tenant
  • Check need for special access permits
Checklist
Item Required System
Address geo-coordinates confirmed Yes GIS
Fiber coverage confirmed Yes Coverage API
Port & splitter available Yes OSS
Product availability verified Yes BSS
Correct site type recorded Yes CRM
Required permits submitted Yes Doc Management
Order status updated to "Validated" Yes BSS
Technical feasibility risk assessment completed Yes Risk Management
Resource availability confirmed Yes Resource Planning
External dependencies identified Yes Risk Management
Customer requirements locked and documented Yes CRM
Contingency plans documented Yes Risk Management
Escalation procedures defined Yes Process Management
Role Assignment & RACI Matrix

Key Roles Assigned During Validation:

Delivery Coordinator
Oversees process, communication, and scheduling
Implementation Technician
Configures ports, VLANs, and tests services
Field Construction Lead
Coordinates trenching/splicing contractors
Customer Support Lead
Takes over after handover for ongoing care
Task Sales Delivery Coordinator Tech Planning
Validate address C A R
Check port/splitter I R A
Confirm documentation R A I

(R = Responsible, A = Accountable, C = Consulted, I = Informed)

Common Issues & Solutions
Failure: No port available → Result: Order delay or cancellation → Mitigation: Auto-flag order for network expansion
Failure: Wrong customer category → Result: Wrong pricing/SLA → Mitigation: Re-trigger sales review
Failure: Missing documentation → Result: Cannot proceed → Mitigation: Auto-reminder to Sales with checklist
Risk Assessment Framework

Risk Categories & Assessment Criteria:

Technical Risks
Infrastructure, capacity, compatibility
Operational Risks
Resource availability, scheduling conflicts
External Risks
Permits, weather, third-party dependencies
Customer Risks
Expectations, availability, requirements changes

Risk Assessment Matrix:

Risk Factor Probability Impact Risk Level Mitigation Strategy
Network Capacity Exhaustion Medium High Medium-High Proactive capacity planning, expansion triggers
Permit Delays High Medium Medium-High Early application, relationship building
Resource Shortages Medium Medium Medium Cross-training, vendor partnerships
Customer Requirements Changes Low High Medium Change control process, clear scope definition

Risk Mitigation Procedures:

Prevention
• Early identification and planning
• Proactive capacity management
• Relationship building with authorities
Contingency
• Backup resource allocation
• Alternative delivery routes
• Escalation procedures
Monitoring
• Regular risk reviews
• Key indicator tracking
• Stakeholder communication
Response
• Incident management procedures
• Customer communication protocols
• Recovery action plans
Risk Assessment Checklist:
□ Technical feasibility validated
□ Resource availability confirmed
□ External dependencies identified
□ Customer requirements locked
□ Contingency plans documented
□ Escalation procedures defined
Digital Risk Monitoring

Automated Risk Detection

  • Real-time infrastructure monitoring
  • Automated capacity alerts
  • Resource availability tracking
  • Predictive delay identification

Digital Validation Tools

  • GIS-based coverage validation
  • Automated permit status checking
  • Real-time inventory verification
  • Customer readiness assessment

Infrastructure Planning & Build Preparation

Technical planning and resource allocation for successful infrastructure delivery.

Overview

After validation and role assignment, the focus shifts to detailed infrastructure planning and build preparation. This phase involves technical planning, resource allocation, and preparation for physical infrastructure work. Proper planning ensures efficient execution and minimizes delays during the build phase.

Key Roles Assigned
Delivery Coordinator Oversees process, communication, and scheduling
Implementation Technician Configures ports, VLANs, and tests services
Field Construction Lead Coordinates trenching/splicing contractors
Customer Support Lead Takes over after handover for ongoing care
Planning/Engineering Designs external path, surveys feasibility
Typical Role Assignment Flow
1
BSS triggers assignment logic (based on region/product)
2
Assigned users notified via workflow/email
3
Internal kickoff scheduled (optional)
4
External communication begins (e.g. customer gets ETA)
Embedded Visual: Swimlane Diagram Overview
[Sales] → Receive Order → Validate Order →
[Delivery] → Assign Coordinator → Lock Scope → Schedule Build
[Planning] → Infra Feasibility → Draft Splice Plan
[Tech] → Configure Ports → Run Tests
[Support] → Receive Handover → Start Monitoring

Visual version included in Draw.io file (see downloads).

Comprehensive RACI Matrix
Process Phase Sales Team Delivery Coordinator Network Engineer Field Technician Support Team Customer
1. Order Entry & Validation R A C I - I
2. Pre-Delivery Validation C A R C - I
3. Infrastructure Planning I C A R - I
4. Technical Configuration I C A R I -
5. Installation & Testing I C C A I R
6. Quality Assurance I C A R I I
7. Billing & Activation C A I I I I
8. Support Handover I C I I A I

RACI Legend:

A = Accountable (Ultimate decision maker)
R = Responsible (Does the work)
C = Consulted (Provides input)
I = Informed (Kept updated)

Key Insights:

  • Delivery Coordinator is accountable for overall process success
  • Field Technicians are responsible for physical installation
  • Network Engineers handle technical configuration and validation
  • Support Team takes ownership after handover

🗂 Complete RACI matrix with detailed responsibilities available as editable Excel file.

Kickoff Coordination Checklist
Roles assigned and notified
Kickoff meeting scheduled (internal/external)
Infrastructure feasibility confirmed
Technician availability confirmed
Preliminary delivery timeline created
Customer informed of next milestone

Survey, Permits, Trenching & Fiber Construction

Physical infrastructure from fiber node to customer location.

Overview

If the service address doesn't have pre-existing fiber, physical infrastructure must be planned and constructed. This phase involves external works from the fiber node or ODF to the customer location, often managed via contractors or internal field teams.

Site Survey
  • Conducted by planning or construction lead
  • Identifies duct availability, terrain, building entry points
Permits & Approvals
  • Municipality or landlord permissions (as required)
  • Notification letters to neighbors (if public work)
Trenching / Civil Work
  • Open trenching, microtrenching, or directional boring
  • Duct installation, conduit blowing
Fiber Pulling & Splicing
  • Pull fiber from node → building entry
  • Splice into ODF or splitter
Checklist
Task Responsible Completed
Site survey complete Planning ☐
Build method confirmed Construction ☐
All permits approved Legal / Municipality ☐
Materials ready (ducts, fiber) Warehouse ☐
Ducts installed Contractor ☐
Fiber pulled Contractor ☐
Splice completed Splicer ☐
Photos uploaded to FMS Field Tech ☐
Template: Fiber Build Tracker

Excel Tracker includes these columns:

• Address
• Order ID
• Survey Date
• Permit Status
• Build Method
• Splice Done (Y/N)
• Before/After Photos Received
• Field Notes
Best Practices
  • Use a field app (like Fulcrum, Fieldwire, or custom Google Forms) to submit photo and GPS data live from site
  • Assign a clear deadline between each sub-phase to avoid idle orders
  • Keep all documentation centralized per order ID or case number
Common Issues & Solutions
Issue: Permit delays → Mitigation: Start early, automate reminders, pre-fill standard forms
Issue: Contractor no-shows → Mitigation: Maintain backup crews, track response SLA
Issue: Poor documentation → Mitigation: Use structured mobile forms with mandatory uploads

Provisioning, Port Setup & Service Testing

Logical activation across the ISP's network systems.

Overview

Once physical fiber work is complete, the service must be logically activated across the ISP's network systems. This step is handled by Implementation Technicians, NOC teams, or automation scripts triggered by orchestration tools.

This phase ensures the service is correctly configured in the OLT, switches, firewalls, AAA systems, and customer-facing portals.

Port Assignment
  • Assign physical port on OLT/BRAS/switch
  • Map to the correct customer profile and service class
Service Provisioning
  • Apply VLANs, bandwidth profiles, rate limits
  • Configure PPPoE or DHCP server allocations
  • Update RADIUS or AAA system entries
CPE Provisioning
  • Register ONT/MAC/Serial in provisioning platform
  • Apply correct firmware & QoS settings
  • Enable remote monitoring
Testing
  • Ping/trace test
  • Throughput/latency measurement
  • Flow detection in monitoring system
Checklist
OLT port assigned
VLAN/service profile linked
IP pool assigned (static or dynamic)
CPE registered & linked
SNMP/monitoring profile enabled
Ping test successful
Throughput validated
Configuration logged in CMDB
Customer record updated in CRM
Glossary
OLT: Optical Line Terminal, access point for fiber customers
BRAS: Broadband Remote Access Server, routes customer sessions
RADIUS: Authentication system for network access
ONT: Optical Network Terminal, CPE device at customer site
VLAN: Virtual LAN, separates traffic logically over shared infra
Process Flow
1
Order Validation Complete
2
Assign Port on OLT
3
Provision VLAN & Service Profile
4
Assign IP Address / DHCP
5
Register ONT in Provisioning System
6
Run Basic Connectivity Tests
7
Log Configuration in CMDB
Template: CMDB & Configuration Tracker

Excel/CSV tracker includes:

• Order ID
• Device MAC
• IP Address
• Port ID
• VLAN
• Bandwidth Profile
• Config Timestamp
• Test Result (Pass/Fail)

Included in your PDF downloads section.

Best Practices
  • Maintain port naming conventions (OLT-R1-Port23 = City/Region/Rack)
  • Use templates for provisioning profiles by product type
  • Run QA test scripts automatically before marking config complete

On-Site Setup, Acceptance, and First Contact Success

The final mile involving on-site customer visit and service verification.

Overview

The final mile of fiber delivery involves the on-site visit to the customer premises. The technician installs the ONT or router, connects to the fiber outlet, and verifies that the service is functional. This phase is both technical and customer-facing, how it's handled affects satisfaction, churn, and future upsells.

Arrival & Access
  • Technician confirms access at the scheduled time
  • Verifies ID and confirms order scope with customer
ONT / CPE Installation
  • Mounts ONT or modem/router near power and fiber entry
  • Connects internal fiber and power
  • Lights and sync are verified
Service Testing
  • Runs speed test, latency test, packet loss
  • Confirms sync to OLT and backend monitoring
Customer Education
  • Shows customer how to access service (Wi-Fi / LAN)
  • Provides printed or digital handover guide
Digital Customer Experience

Real-Time Updates

  • Live technician tracking
  • Installation progress updates
  • Service activation notifications
  • Post-installation follow-up

Interactive Support

  • In-app chat support
  • Video call assistance
  • Knowledge base access
  • Self-service troubleshooting
Checklist
Task Required Done?
Technician on-site during booked window Yes ☐
ID verified & installation scope confirmed Yes ☐
ONT installed and powered Yes ☐
Fiber light verified Yes ☐
Speed test completed (upload/download) Yes ☐
Customer shown basic use Yes ☐
Customer confirmed acceptance Yes ☐
Photos and notes uploaded Yes ☐
Form Template
Order ID: 32481-GC
ONT Serial Number: G-010S-A 04D92B
Speed Test Result: 947 Mbps down / 937 Mbps up
Date & Time: 2025-08-03 – 13:47
Technician Name: J. Eriksen
Customer Signature: Captured

🧾 Editable version provided as PDF or Google Form template.

Best Practices
  • Always confirm power availability before mounting devices
  • Use a clean handover checklist on paper or tablet (offline support)
  • Train customers briefly, poor understanding leads to unnecessary support tickets
Optional Automation
  • Trigger NPS survey 1 day after install
  • Automatically register MAC and signal values in monitoring platform
  • Send customer welcome email upon completion with support contacts
Common Issues & Solutions
Issue: Customer no-show → Result: Waste of technician time → Fix: Auto-SMS reminder 24h & 1h before
Issue: ONT not syncing → Result: Delay in delivery → Fix: Add port-level test before technician dispatch
Issue: Poor handover photos → Result: QA rejection → Fix: Use mobile app with required fields & upload prompts

Validating Network Quality and Securing Final Records

Before marking an order as "Delivered," ensure performance standards and complete documentation.

Overview

Before marking an order as "Delivered," ISPs must ensure the connection meets performance standards and that all documentation is complete. This phase includes final technical tests, quality audits, and internal recordkeeping.

Effective QA avoids early faults, escalations, and billing disputes.

Performance Validation
  • Run automated or manual speed tests
  • Measure latency and jitter
  • Confirm zero packet loss
Signal Integrity Check
  • Verify optical signal levels (dBm)
  • Ensure values fall within threshold
  • Check from ONT and OLT
System Validation
  • Confirm flow visibility in monitoring
  • Check customer is online in NOC dashboard
  • Ensure all systems reflect final config
Documentation Closure
  • Attach test results to order record
  • Update device mappings in CMDB
  • Archive photos and signatures
Checklist
QA Item Tool Target/Threshold Verified?
Speed test ≥ 90% of expected iPerf / Ookla ≥900 Mbps ☐
Latency to first-hop < 5ms Ping < 5 ms ☐
Signal strength in dBm OLT/ONT -8 to -22 dBm ☐
Packet loss test Ping / UDP 0% ☐
Monitoring system updated NOC Dashboard Online ☐
CMDB record created/updated Internal tool Order ID match ☐
Handover docs & photos uploaded CRM / SharePoint Linked ☐
Template: QA & Testing Log Sheet

Excel/CSV tracker includes:

• Order ID
• Technician Name
• Signal Power (dBm)
• Speed Test Result
• Ping Time
• Monitoring Status
• Pass/Fail Flag
• QA Auditor Name
Documentation Requirements
Document Where Stored Notes
Install photos CRM / SharePoint Link to order ID
Config script CMDB / Version Control Tagged by MAC or Port
Customer signature CRM PDF or digital form
Test results QA Portal / Excel PDF or screenshot stored
Common Issues & Solutions
Problem: High latency → Cause: Incorrect routing or L2 loops → Solution: Verify port VLAN & DHCP scope
Problem: No monitoring visibility → Cause: MAC not registered → Solution: Cross-check device inventory
Problem: Signal too weak → Cause: Long fiber run or dirty splice → Solution: Re-clean connectors or schedule re-splice

Revenue Triggering, Service Activation, and Invoicing Flow

Formal activation in billing systems to begin charging the customer.

Overview

Once QA is passed, the fiber service must be formally activated in billing systems to begin charging the customer. This includes updating status flags, syncing activation timestamps, and generating the first invoice. Mistakes here directly affect cash flow and customer satisfaction.

Service Activation Trigger
  • BSS or workflow engine marks order as "Delivered"
  • Timestamp saved to activate billing cycle
Usage/Billing Sync
  • OSS sends service status to billing system
  • IP usage / CDR linked to customer record
Invoice Generation
  • Pro-rata or full-month charge created
  • Contract terms define billing frequency
  • Invoice sent via email, EHF, or postal
Payment Handling
  • Payment method validated
  • Invoice status monitored (Paid / Unpaid / Failed)
Billing Readiness Checklist
Item Trigger System Verified
Order marked "Delivered" QA Completion BSS ☐
Activation timestamp saved Order Status Change ERP ☐
Customer record sync complete Workflow CRM/Billing ☐
Usage system connected API / Mediation Billing Engine ☐
First invoice generated Scheduled batch / trigger Invoice Engine ☐
Payment method active Customer settings Finance Portal ☐
Billing Models
Pro-Rata: Partial month charge from activation date
Full Month: Full charge regardless of day activated
Bundled: Fiber + Router + Setup fee combined
Recurring: Monthly recurring revenue (MRR) tracking
Editable Template: Billing Tracker

Excel / Airtable tracker includes:

• Customer ID
• Activation Date
• Service Plan
• Invoice Generated (Y/N)
• Payment Method
• Payment Status
• Revenue Class (B2B/B2C)

Included in your digital kit.

Key Performance Indicators
Metric Target Why It Matters
Order-to-Cash Lead Time < 5 days Tracks efficiency from install to revenue
Billing Accuracy Rate > 99% Prevents revenue leakage
First Invoice Success > 95% Measures onboarding quality
Failed Payment Rate < 3% Indicates billing setup effectiveness
Best Practices
  • Automate activation upon QA completion (no manual steps)
  • Ensure timestamps are timezone-consistent across systems
  • Monitor invoice generation logs for missing entries
  • Reconcile revenue monthly vs. orders delivered
Common Issues & Solutions
Problem: Billing not triggered → Cause: Missing "Delivered" flag → Solution: QA step must auto-update status
Problem: Wrong invoice total → Cause: Wrong contract/pricing → Solution: Sync CRM + Billing rules
Problem: No payment method → Cause: Sales skipped step → Solution: Add mandatory field before order lock-in

Handover & Support Transition

Seamless transition from delivery to support operations.

Overview

Once a fiber service is delivered, it must be handed over from the delivery team to the operations/support team. This ensures continuity in service quality and provides the customer with a clear support pathway. A good handover reduces ticket volumes, improves satisfaction, and builds trust.

Support Ownership Assignment
  • Customer is tagged in monitoring/NOC systems
  • Support queue rules updated (priority tier, SLA tags)
  • CRM ticketing routes to Support Team, not Delivery
Monitoring Activation
  • Devices linked to monitoring platform
  • Thresholds configured (latency, signal drop, offline)
  • Alerts routed to NOC or Tier 1 Support
NPS / Feedback Loop
  • NPS survey sent after 1–3 days
  • Feedback logged and linked to order
  • Negative scores flagged for delivery QA review
Checklist
Task Owner Done?
Monitoring enabled & thresholds active NOC ☐
Support team ownership confirmed Ops Manager ☐
Device added to alerting groups NOC ☐
Welcome email sent CRM/Marketing ☐
Support contact info confirmed in CRM Support Lead ☐
NPS trigger scheduled CX Team ☐
Customer Journey Map
Phase Touchpoint Format
Order Received Confirmation Email HTML / SMS
Pre-Install ETA Notice / Reminder Email / SMS
Installation Complete Live Status + Contact Info Paper + Email
Support Welcome Ticketing Email / Portal Access Email
Feedback NPS Survey Link (1–5 days post-delivery)
Final Tip: How to Roll This Out Internally
1
Run a 1-hour workshop per page with key roles
2
Start by using the checklists and templates in live orders
3
Measure current vs. improved KPIs after implementation
4
Turn this guide into your internal SOP baseline

Customer Communication Templates

Professional templates for every customer touchpoint throughout the delivery process.

Overview

Consistent, professional communication is crucial for customer satisfaction and operational efficiency. These templates ensure every customer interaction is clear, helpful, and on-brand. Customize the placeholders with your specific information and adjust tone to match your company culture.

Template Usage Tips:
  • Personalize with customer-specific information
  • Adjust tone to match your brand voice
  • Include relevant contact information
  • Test templates with your team before use
Professional Proactive Communication Templates

Professional Proactive Communication Framework:

These enhanced templates focus on proactive communication, setting clear expectations, and building customer confidence throughout the delivery process.

Communication Timeline & Triggers

Proactive Communication Schedule:

This timeline ensures customers receive timely, relevant information at every stage of their fiber delivery journey.

Timeline Overview:
Order → 1 hour
Validation → 48 hours
Scheduling → 72 hours
Installation → Live
Timeline Trigger Communication Type Template Owner
Order Received
Within 1 hour		 Order confirmation Email + SMS Template 1: Welcome Customer Success
Validation Complete
Within 48 hours		 Technical validation Email + Call Template 2: Validation Delivery Coordinator
Installation Scheduled
Within 72 hours		 Date confirmed Email + SMS Template 2: Confirmation Delivery Team
Day Before Installation
24 hours prior		 Installation prep Email + Call Template 3: Preparation Installation Team
Installation Day
30 min before		 Technician arrival SMS + Call SMS Template Technician
Installation Complete
Immediately		 Service live Email + SMS Template 5: Success Support Team
24 Hours Post-Install
Follow-up		 Service check Call + Email Follow-up Script Customer Success
7 Days Post-Install
Satisfaction check		 Experience survey Email + SMS Survey Template Customer Success

Communication Triggers & Escalation:

Automatic Triggers
• Order status changes
• Timeline milestones
• System alerts
• Customer actions
Manual Triggers
• Issue identification
• Schedule changes
• Customer requests
• Quality checks
Escalation Rules
• Delays > 24 hours
• Customer complaints
• Technical issues
• SLA breaches
Quality Assurance
• Template compliance
• Response times
• Customer feedback
• Communication logs
Communication Quality Checklist

Communication Excellence Standards:

Use this checklist to ensure every customer communication meets our high standards for clarity, professionalism, and effectiveness.

Quality Assurance Categories:
Content Quality
Timing & Frequency
Channel Appropriateness
Follow-up & Tracking
Content Quality
□ Clear, concise messaging
□ Customer-focused language
□ Professional tone maintained
□ No technical jargon (unless required)
□ Action items clearly stated
□ Contact information included
□ Next steps clearly defined
□ Personalization elements used
Timing & Frequency
□ Sent within specified timeframe
□ Not overwhelming customer
□ Follows communication timeline
□ Respects customer preferences
□ Appropriate urgency level
□ Consistent with previous messages
□ Allows adequate response time
□ Follows escalation rules
Channel Appropriateness
□ Right channel for message type
□ Customer preference respected
□ Urgency matches channel choice
□ Accessibility considerations
□ Multi-channel coordination
□ Channel-specific formatting
□ Mobile-friendly content
□ Offline alternatives available
Follow-up & Tracking
□ Communication logged
□ Customer response tracked
□ Follow-up scheduled if needed
□ Escalation triggers monitored
□ Quality metrics recorded
□ Feedback collected
□ Improvement opportunities identified
□ Best practices shared
Red Flags - Immediate Escalation Required:
• Customer expresses dissatisfaction or frustration
• Technical issues affecting service delivery
• Schedule changes with less than 24 hours notice
• Multiple failed communication attempts
• SLA breaches or delays
• Customer requests escalation or manager contact
SMS Notification Templates

Installation Confirmation:

"Hi [Name]! Your fiber installation is confirmed for [Date] between [Time]. Our technician will call 30 min before arrival. Need to reschedule? Call [Number]."

Service Live Notification:

"Your [ISP Name] fiber is now live! Connect to WiFi network [Network Name] with password [Password]. Test speed at [URL]. Questions? Call [Number]."

Follow-up Survey:

"How was your fiber installation experience? Rate us 1-10: [Survey URL]. Your feedback helps us improve!"

Phone Script Templates

Pre-Installation Call Script:

Opening: "Hi [Customer Name], this is [Your Name] from [ISP Name]. I'm calling to confirm your fiber installation tomorrow at [Time]."

Confirmation: "Can you confirm someone will be home during this time? We'll need access to your home for about 2-3 hours."

Preparation: "Please ensure the installation area is clear and accessible. Our technician will need to access your electrical panel and run cables."

Closing: "Our technician will call you 30 minutes before arrival. If you need to reschedule, please call us at [Number]. Thank you!"

Post-Installation Follow-up Script:

Opening: "Hi [Customer Name], this is [Your Name] from [ISP Name]. I'm calling to check how your fiber installation went yesterday."

Service Check: "Is everything working as expected? Are you able to connect to the internet and achieve the speeds we promised?"

Support: "If you're experiencing any issues, our support team is available 24/7 at [Number]. We also have an online knowledge base at [URL]."

Feedback: "How would you rate your overall installation experience? Your feedback helps us improve our service."

Issue Resolution Templates

Delay Notification Email:

Subject: Important Update: Your Fiber Installation

Hi [Customer Name],

We need to inform you that your fiber installation scheduled for [Date] has been delayed due to [Reason - weather, equipment, etc.].

New Schedule: [New Date/Time]

What This Means: [Explanation of impact]

Next Steps: [What customer needs to do]

We apologize for this inconvenience and appreciate your understanding. If this new time doesn't work for you, please call us at [Number] to reschedule.

Thank you for choosing [ISP Name].

Automated Communication Workflows
Trigger Event Automated Action Channel Timing
Order Status Change Status Update Email Email + SMS Immediate
Technician Dispatch ETA Notification SMS + App 30 min before
Installation Complete Welcome Package Email + App Immediate

RACI Matrix & Role Definitions

Clear ownership and responsibility mapping for the entire fiber delivery process.

Overview

The RACI matrix defines who is Responsible, Accountable, Consulted, and Informed for each step in the fiber delivery process. This ensures clear ownership, prevents confusion, and enables effective escalation when issues arise.

Comprehensive RACI Matrix
Process Phase Sales Team Delivery Coordinator Network Engineer Field Technician Support Team Customer
1. Order Entry & Validation R A C I - I
2. Pre-Delivery Validation C A R C - I
3. Infrastructure Planning I C A R - I
4. Technical Configuration I C A R I -
5. Installation & Testing I C C A I R
6. Quality Assurance I C A R I I
7. Billing & Activation C A I I I I
8. Support Handover I C I I A I

RACI Legend:

A = Accountable (Ultimate decision maker)
R = Responsible (Does the work)
C = Consulted (Provides input)
I = Informed (Kept updated)

Troubleshooting Guide

Quick solutions for common issues and escalation procedures.

Overview

This troubleshooting guide provides step-by-step solutions for common issues that may arise during the fiber delivery process. Follow the escalation procedures to ensure timely resolution.

Critical Issues
Issue: Order Stuck in Validation

Order remains in "Pending Validation" for >24 hours

Solution:
  1. Check BSS system for missing required fields
  2. Verify customer address is in serviceable area
  3. Contact Network Engineering for infrastructure validation
  4. Escalate to Delivery Manager if unresolved after 2 hours
Issue: Installation Failure

Technician unable to complete installation

Solution:
  1. Document specific failure reason in field notes
  2. Schedule follow-up visit with appropriate specialist
  3. Notify customer immediately with new timeline
  4. Update order status and notify support team
Issue: Signal Quality Problems

Poor optical signal levels or high packet loss

Solution:
  1. Check fiber connector cleanliness and re-clean if needed
  2. Verify fiber bend radius and routing
  3. Test signal levels at multiple points
  4. Schedule re-splice if signal degradation detected
Issue: Billing Activation Failure

Service installed but billing not triggered

Solution:
  1. Verify all QA checkpoints completed in BSS
  2. Check billing system synchronization
  3. Manually trigger billing activation if needed
  4. Monitor for 24 hours to ensure stability
Common Operational Issues
Issue: Customer No-Show

Customer not available during scheduled installation

Solution:
  • Call customer 30 minutes before arrival
  • Wait 15 minutes, then attempt reschedule
  • Document in CRM and update delivery timeline
  • Send follow-up email with new appointment options
Issue: Equipment Unavailability

ONT or other equipment not in stock

Solution:
  • Check inventory levels before scheduling
  • Order equipment with sufficient lead time
  • Reschedule installation once equipment arrives
  • Notify customer of delay and new timeline
Issue: Permit Delays

Municipality or landlord approval taking longer than expected

Solution:
  • Start permit process early in order lifecycle
  • Follow up with authorities weekly
  • Have backup installation dates ready
  • Keep customer informed of progress
Customer Experience Issues
Issue: Poor Installation Experience

Customer dissatisfied with installation process

Solution:
  • Immediately escalate to customer success team
  • Offer compensation or service credits if appropriate
  • Schedule follow-up call to address concerns
  • Review and improve technician training
Issue: Service Performance Issues

Customer experiencing slow speeds or connectivity problems

Solution:
  • Run remote diagnostics to identify issue
  • Check for network congestion or configuration problems
  • Schedule technician visit if remote fix not possible
  • Provide temporary solutions while investigating
Prevention Best Practices
  • Always document: Take photos of installation, note any issues, record customer feedback
  • Communicate proactively: Update customers before they call you
  • Escalate early: Don't let issues sit - escalate within 2 hours of detection
  • Follow up: Check on resolved issues 24-48 hours later
  • Learn from patterns: Track recurring issues for process improvement
  • Train regularly: Keep technicians updated on new procedures and equipment
  • Monitor metrics: Track issue frequency and resolution times

KPI Dashboard & Performance Metrics

Track performance and identify improvement opportunities.

Overview

Monitor key performance indicators to ensure your fiber delivery process is operating efficiently and meeting customer expectations. Use these metrics to identify bottlenecks and drive continuous improvement.

Key Performance Indicators

📊 Operational KPIs

  • Order Processing Time: Target: <48 hours
  • Installation Success Rate: Target: >95%
  • QA Pass Rate: Target: >98%
  • Customer No-Show Rate: Target: <5%
  • Billing Activation Time: Target: <2 hours

Customer Experience

  • NPS Score: Target: >50
  • CSAT Score: Target: >4.5/5
  • First Call Resolution: Target: >85%
  • Customer Complaints: Target: <2%
  • Time to First Value: Target: <24 hours

Business Impact

  • Revenue per Order: Track monthly trends
  • Cost per Installation: Target: Reduce 10% YoY
  • Order Fallout Rate: Target: <3%
  • Customer Lifetime Value: Track growth
  • Churn Rate: Target: <2% monthly
Digital Performance Metrics

📱 Digital Engagement

  • Portal Usage Rate: Target: >80%
  • Mobile App Adoption: Target: >60%
  • Self-Service Resolution: Target: >70%
  • Communication Response Rate: Target: >90%

⚡ Automation Efficiency

  • Automated Task Completion: Target: >85%
  • Manual Intervention Rate: Target: <15%
  • System Uptime: Target: >99.9%
  • Data Accuracy: Target: >99.5%

FAQ & Implementation Guide

Common questions and step-by-step implementation guidance.

Overview

This section addresses frequently asked questions and provides a comprehensive implementation guide to help you successfully deploy the fiber delivery process in your organization.

FAQ
Q1. How do I apply this to my team?

Use the diagrams and checklists as templates in your internal wiki or delivery playbook.

Q2. Can I edit the diagrams?

Yes – this includes editable Draw.io + YAML files.

Q3. What if we use different tools?

The logic applies regardless of tools – just map the workflow steps to your own systems.

Q4. Can this be used for both residential and business fiber?

Yes, but we recommend tailoring handover templates and service classes based on the product.

Q5. What metrics should I be tracking weekly?
• Orders Delivered
• QA Pass Rate
• Avg. Install Lead Time
• NPS / CSAT Score
• Failed Billing Incidents
Q6. How much should I budget for implementing this process?

Typical implementation costs range from $5,000-$25,000 depending on team size and existing infrastructure. This includes training, tool setup, and process documentation.

Q7. How long does it take to see improvements?

Most teams see measurable improvements within 4-6 weeks of implementation. Full optimization typically takes 3-6 months.

Q8. What team structure do I need?

Minimum: 1 Delivery Coordinator, 2 Field Technicians, 1 Network Engineer. Scale based on order volume - typically 1 coordinator per 50 orders/month.

Q9. How do I handle scaling as my business grows?

Focus on automation, standardize processes, and implement clear escalation paths. Consider regional coordinators for geographic expansion.

Q10. What are the most common failure points?

Poor order validation, inadequate technician training, missing documentation, and lack of customer communication are the top causes of delivery failures.

Q11. How do I integrate this with existing systems?

Map the process steps to your current BSS/OSS workflows. Use APIs for system integration and maintain data consistency across platforms.

Q12. What training do my team members need?

Role-specific training: Coordinators need process management, Technicians need technical skills, Engineers need network configuration expertise.

Q13. How do I measure ROI on this implementation?

Track reduction in order fallout, faster delivery times, improved customer satisfaction, and reduced support tickets. Typical ROI is 200-400% within 12 months.

Q14. What if I have a small team?

Start with the core process (Pages 1-5) and gradually implement additional features. Focus on automation and clear role definitions even with overlapping responsibilities.

Q15. How do I handle emergency situations?

Have escalation procedures for each phase. Designate emergency contacts and maintain backup resources. Document lessons learned for process improvement.

Implementation Steps
1
Run a 1-hour workshop per page with key roles
2
Start by using the checklists and templates in live orders
3
Measure current vs. improved KPIs after implementation
4
Turn this guide into your internal SOP baseline

Network Architecture & Cost Analysis

Understanding the technical infrastructure and financial considerations for fiber delivery.

Overview

This section provides technical details about fiber network architecture and comprehensive cost analysis to help you plan and budget for fiber delivery operations.

Basic Fiber Network Architecture

Network Components Overview

Core Network:
  • OLT (Optical Line Terminal)
  • Core Switches & Routers
  • Backbone Fiber Infrastructure
  • Network Management System
Access Network:
  • Fiber Distribution Points
  • Splitters (1:32 or 1:64)
  • Drop Cables
  • ONT (Optical Network Terminal)
Component Purpose Key Specifications
OLT Central access point for all fiber customers GPON/XGS-PON, 8-16 ports, 10G uplink
Splitter Divides signal to multiple customers 1:32 or 1:64 ratio, passive device
ONT Customer premises equipment WiFi 6, 4-port switch, VoIP support
Fiber Cable Transmission medium Single-mode, 9/125μm, low-loss
Comprehensive Cost Analysis
Cost Category Typical Cost Range Notes
Infrastructure (per customer) $300 - $800 Fiber trenching, splicing, permits
Equipment (per customer) $150 - $300 ONT, cables, connectors
Installation Labor $200 - $400 Technician time, testing
Process Management $50 - $150 Coordination, documentation
Quality Assurance $25 - $75 Testing, validation
Total per Customer $725 - $1,725 Varies by location and complexity

Cost Optimization Strategies

  • Bulk purchasing: Negotiate volume discounts for equipment
  • Efficient routing: Plan fiber paths to minimize trenching
  • Automation: Reduce manual processes and documentation
  • Training: Invest in technician skills to reduce rework
  • Standardization: Use consistent processes and equipment
Timeline Planning Guide
Phase Typical Duration Key Activities
Order Processing 1-2 days Validation, scheduling, resource allocation
Infrastructure Build 3-7 days Trenching, fiber pulling, splicing
Technical Configuration 1-2 days Port assignment, service provisioning
Installation 2-4 hours ONT installation, testing, handover
QA & Activation 1-2 hours Final testing, billing activation
Total Timeline 5-12 days From order to service activation
Risk Management

High-Risk Scenarios

  • Weather delays: Plan for seasonal impacts
  • Permit issues: Start early, have backup plans
  • Equipment failures: Maintain spare inventory
  • Technician shortages: Cross-train team members
  • Customer cancellations: Flexible scheduling

Mitigation Strategies

  • Buffer time: Add 20% to estimated timelines
  • Backup resources: Maintain contractor relationships
  • Insurance: Cover equipment and liability
  • Documentation: Detailed records for disputes
  • Communication: Proactive customer updates

Digital Implementation Guide

Step-by-step guide for implementing digital enhancements to your fiber delivery process.

Implementation Roadmap

Phase 1: Foundation (Months 1-2)

  • Customer portal development
  • Basic automation setup
  • Communication templates
  • Analytics integration

Phase 2: Enhancement (Months 3-6)

  • Mobile app development
  • Advanced automation
  • Predictive analytics
  • System integrations
Technical Requirements
Component Technology Stack Timeline
Customer Portal React/Vue.js + Node.js API 6-8 weeks
Mobile App React Native/Flutter 8-12 weeks
Analytics Dashboard Google Analytics + Custom 4-6 weeks
System Integration REST APIs + Webhooks 4-8 weeks
Expected Outcomes

Immediate Benefits (3-6 months)

  • 30-50% reduction in support inquiries
  • 25% improvement in delivery accuracy
  • Enhanced customer satisfaction
  • Improved operational efficiency

Long-term Benefits (6-12 months)

  • 20% reduction in operational costs
  • Scalable process framework
  • Data-driven decision making
  • Competitive advantage

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