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

Grupo de Investigación en Hardware Embebido Aplicado (GIHEA)

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución de conferencia › revisión exhaustiva

Resumen

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.

Idioma original	Inglés
Título de la publicación alojada	Proceedings of the Future Technologies Conference, FTC 2025, Volume 3
Editores	Kohei Arai
Editorial	Springer Science and Business Media Deutschland GmbH
Páginas	341-353
Número de páginas	13
ISBN (versión impresa)	9783032079947
DOI	https://doi.org/10.1007/978-3-032-07995-4_23
Estado	Publicada - 2026
Evento	Future Technologies Conference, FTC 2025 - Munich, Alemania Duración: 6 nov. 2025 → 7 nov. 2025

Serie de la publicación

Nombre	Lecture Notes in Networks and Systems
Volumen	1677 LNNS
ISSN (versión impresa)	2367-3370
ISSN (versión digital)	2367-3389

Conferencia

Conferencia	Future Technologies Conference, FTC 2025
País/Territorio	Alemania
Ciudad	Munich
Período	6/11/25 → 7/11/25

Nota bibliográfica

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

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

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Arrobo León, J. D., Ordonez Ordonez, J. O., & Guerrero Vásquez, L. F. (2026). Towards Operational Efficiency: CRM Parameterization in Mobile Telecom Maintenance. En 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",

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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. En 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, Alemania, 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).

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución de conferencia › revisión exhaustiva

TY - GEN

T1 - Towards Operational Efficiency

T2 - Future Technologies Conference, FTC 2025

AU - Arrobo León, Jimmy Daniel

AU - Ordonez Ordonez, Jorge Osmani

AU - Guerrero Vásquez, Luis F.

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

PY - 2026

Y1 - 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. En 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

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