Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance

Jimmy Daniel Arrobo León; Jorge Osmani Ordonez Ordonez; Luis F. Guerrero Vásquez

doi:10.1007/978-3-032-07995-4_23

Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance

Research Group on Applied Embedded Hardware (GIHEA)

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

This study presents a parametrization proposal for a Customer Relationship Management (CRM) system focused on the operation and maintenance (O&M) areas of mobile networks in the Ecuadorian context. The study is structured under the PMBOK framework and considers the country’s main operators: Conecel (Claro), Otecel (Movistar), and CNT. Through simulation of different CRM integration scenarios, indicators such as incident response time, automated ticketing, predictive maintenance, and technical customer satisfaction were analyzed. The results show significant improvements in operational efficiency and service perception. It is concluded that the progressive integration of CRM platforms with OSS/BSS systems and data analytic tools is a viable strategy to optimize technical management in telecommunications companies.

Original language	English
Title of host publication	Proceedings of the Future Technologies Conference, FTC 2025, Volume 3
Editors	Kohei Arai
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	341-353
Number of pages	13
ISBN (Print)	9783032079947
DOIs	https://doi.org/10.1007/978-3-032-07995-4_23
State	Published - 2026
Event	Future Technologies Conference, FTC 2025 - Munich, Germany Duration: 6 Nov 2025 → 7 Nov 2025

Publication series

Name	Lecture Notes in Networks and Systems
Volume	1677 LNNS
ISSN (Print)	2367-3370
ISSN (Electronic)	2367-3389

Conference

Conference	Future Technologies Conference, FTC 2025
Country/Territory	Germany
City	Munich
Period	6/11/25 → 7/11/25

Bibliographical note

Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.

Keywords

Data analytics
Ecuador telecommunications
Mobile networks
O&M
PMBOK
Predictive maintenance
Technical CRM

Access to Document

10.1007/978-3-032-07995-4_23

Cite this

Arrobo León, J. D., Ordonez Ordonez, J. O., & Guerrero Vásquez, L. F. (2026). Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance. In K. Arai (Ed.), Proceedings of the Future Technologies Conference, FTC 2025, Volume 3 (pp. 341-353). (Lecture Notes in Networks and Systems; Vol. 1677 LNNS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-032-07995-4_23

Arrobo León, Jimmy Daniel ; Ordonez Ordonez, Jorge Osmani ; Guerrero Vásquez, Luis F. / Towards Operational Efficiency : CRM Parameterization in Mobile Telecom Maintenance. Proceedings of the Future Technologies Conference, FTC 2025, Volume 3. editor / Kohei Arai. Springer Science and Business Media Deutschland GmbH, 2026. pp. 341-353 (Lecture Notes in Networks and Systems).

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title = "Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance",

abstract = "This study presents a parametrization proposal for a Customer Relationship Management (CRM) system focused on the operation and maintenance (O\&M) areas of mobile networks in the Ecuadorian context. The study is structured under the PMBOK framework and considers the country{\textquoteright}s main operators: Conecel (Claro), Otecel (Movistar), and CNT. Through simulation of different CRM integration scenarios, indicators such as incident response time, automated ticketing, predictive maintenance, and technical customer satisfaction were analyzed. The results show significant improvements in operational efficiency and service perception. It is concluded that the progressive integration of CRM platforms with OSS/BSS systems and data analytic tools is a viable strategy to optimize technical management in telecommunications companies.",

keywords = "Data analytics, Ecuador telecommunications, Mobile networks, O\&M, PMBOK, Predictive maintenance, Technical CRM",

author = "\{Arrobo Le{\'o}n\}, \{Jimmy Daniel\} and \{Ordonez Ordonez\}, \{Jorge Osmani\} and \{Guerrero V{\'a}squez\}, \{Luis F.\}",

note = "Publisher Copyright: {\textcopyright} The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.; Future Technologies Conference, FTC 2025 ; Conference date: 06-11-2025 Through 07-11-2025",

year = "2026",

doi = "10.1007/978-3-032-07995-4\_23",

language = "English",

isbn = "9783032079947",

series = "Lecture Notes in Networks and Systems",

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Arrobo León, JD, Ordonez Ordonez, JO & Guerrero Vásquez, LF 2026, Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance. in K Arai (ed.), Proceedings of the Future Technologies Conference, FTC 2025, Volume 3. Lecture Notes in Networks and Systems, vol. 1677 LNNS, Springer Science and Business Media Deutschland GmbH, pp. 341-353, Future Technologies Conference, FTC 2025, Munich, Germany, 6/11/25. https://doi.org/10.1007/978-3-032-07995-4_23

Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance. / Arrobo León, Jimmy Daniel; Ordonez Ordonez, Jorge Osmani ; Guerrero Vásquez, Luis F.
Proceedings of the Future Technologies Conference, FTC 2025, Volume 3. ed. / Kohei Arai. Springer Science and Business Media Deutschland GmbH, 2026. p. 341-353 (Lecture Notes in Networks and Systems; Vol. 1677 LNNS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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T1 - Towards Operational Efficiency

T2 - Future Technologies Conference, FTC 2025

AU - Arrobo León, Jimmy Daniel

AU - Ordonez Ordonez, Jorge Osmani

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N1 - Publisher Copyright: © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.

PY - 2026

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AB - This study presents a parametrization proposal for a Customer Relationship Management (CRM) system focused on the operation and maintenance (O&M) areas of mobile networks in the Ecuadorian context. The study is structured under the PMBOK framework and considers the country’s main operators: Conecel (Claro), Otecel (Movistar), and CNT. Through simulation of different CRM integration scenarios, indicators such as incident response time, automated ticketing, predictive maintenance, and technical customer satisfaction were analyzed. The results show significant improvements in operational efficiency and service perception. It is concluded that the progressive integration of CRM platforms with OSS/BSS systems and data analytic tools is a viable strategy to optimize technical management in telecommunications companies.

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Arrobo León JD, Ordonez Ordonez JO , Guerrero Vásquez LF. Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance. In Arai K, editor, Proceedings of the Future Technologies Conference, FTC 2025, Volume 3. Springer Science and Business Media Deutschland GmbH. 2026. p. 341-353. (Lecture Notes in Networks and Systems). doi: 10.1007/978-3-032-07995-4_23

Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance

Abstract

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Bibliographical note

Keywords

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