1. Updating age-old systems without breaking the bank
Telecom companies have long been burdened by outdated legacy systems – monolithic infrastructures designed for an era that no longer exists. While these systems may still function, they create massive roadblocks to modernization, operational efficiency, and cybersecurity. The industry’s reliance on aging technology is a key challenge in delivering the agile, data-driven services that modern consumers and businesses expect.
Why it’s a problem:
- Legacy systems require extensive resources to maintain, draining budgets that could otherwise be invested in innovation.
- These systems do not seamlessly connect with modern digital platforms, leading to inefficiencies and poor user experiences.
- Outdated technology is a prime target for cybercriminals, increasing the risk of data breaches and service disruptions.
How to win:
A full-scale infrastructure overhaul is often impractical, both in terms of cost and operational disruption. Instead, a strategic modernization approach is key:
- Adopt API-driven integrations: Implement APIs to enable legacy systems to communicate with modern digital solutions, bridging the gap without requiring a full system replacement.
- Prioritize cloud migration: Shifting to cloud-based services enhances agility, scalability, and cost efficiency, making it easier to deploy new capabilities quickly.
- Embrace microservices architecture: Breaking down monolithic systems into modular, independent components enables faster updates and innovation without overhauling the entire system.
2. Dealing with rising customer expectations and lower price points
Today’s telecom customers have zero patience for friction. If their billing experience feels like deciphering hieroglyphics, they’ll switch providers fast.
Why it’s a problem:
- Customers demand hyper-personalized, omnichannel experiences.
- Frustration with slow support or confusing services leads to churn.
- AI-powered competitors are setting new benchmarks in CX.
How to win:
- Deploy AI-driven customer insights: Use predictive analytics to anticipate issues and address them before customers even notice.
- Invest in self-service platforms: Empower customers with AI chatbots, interactive FAQs, and automated troubleshooting to reduce dependency on human support agents.
- Optimize real-time issue resolution: Implement intelligent ticketing systems and automated workflows to accelerate problem resolution.
3. Why Telecoms Must Prioritize Cybersecurity
As telecom companies accelerate digital transformation, they also become more attractive targets for cybercriminals. The vast amounts of sensitive customer data, coupled with increasingly interconnected networks, make cybersecurity a top priority.
Why it’s a problem:
- Telecom providers store extensive personal and financial data, making them prime candidates for cyberattacks.
- The growth of 5G, IoT, and cloud services introduces more potential vulnerabilities.
- Cybercriminals continually refine their tactics, using AI-driven attacks, ransomware, and persistent threats to breach defenses.
How to win:
- Adopt a zero-trust security model: Assume all network traffic is potentially malicious and enforce strict access controls.
- Implement real-time threat monitoring: Real-time monitoring and AI-driven threat detection can stop attacks in their tracks before they cause any harm.
- Automate incident response: Use automated systems to respond to breaches instantly, minimizing potential harm.
- Train employees continuously: Phishing attacks are one of the easiest ways hackers get in. Your employees need to know how to spot them.
4. Bypassing the “we’ve always done it this way” mindset
Technology is one thing. People are the real challenge. Employees stuck in their ways often resist change, dragging their feet when it comes to adopting new tools and processes. If your team isn’t fully on board with your transformation goals, your technology investments will be wasted.
Why it’s a problem:
- Hesitant employees can prevent companies from realizing the full benefits of new technologies.
- Traditional corporate cultures can become insular, making it difficult to innovate at speed.
- Employees who lack digital skills will slow down your progress, forcing you to play catch-up.
How to win:
- Foster a mindset of innovation: Don’t just tell people about change. Show them the benefits. Make digital transformation exciting, not scary.
- Upskill your workforce: Continuous learning and development should be a core part of your strategy.
- Empower teams to lead change: Involve employees from day one, give them a voice, and provide incentives for digital-first thinking.
5. Keeping up with constantly changing rules
Telecom is one of the most heavily regulated sectors in the world. GDPR, FCC rules, data sovereignty laws – keeping up with the constantly shifting landscape of regulations is like trying to hit a moving target. But miss, and the consequences can be severe: heavy fines, legal action, and a damaged reputation.
Why it’s a problem:
- What’s compliant in one country could be a violation in another, making global operations challenging.
- The laws governing telecom are constantly evolving, often with little notice.
- The fines and penalties for breaking regulations can be devastating.
How to win:
- Automate regulatory tracking: Use AI and regulatory tech to stay on top of rule changes in real time.
- Partner with legal tech firms: Stay ahead by collaborating with firms that specialize in telecom regulations.
- Integrate compliance into business operations: Compliance shouldn’t be an afterthought. Make it part of your digital transformation journey, and you’ll be ready.
6. Dealing with coverage outages
You’re offering connectivity, but what happens when your service disconnects at the worst possible moment? Coverage outages are not just an inconvenience, they’re a trust killer. One bad experience could send your customers straight to the competition. In an era where 5G promises seamless connections, you can’t afford to drop calls.
Why it’s a problem:
- People are more dependent than ever on their telecom service, whether for work, personal communication, or emergency needs. Interruptions are unacceptable.
- Enterprises rely heavily on telecom services for operations. A loss of connectivity can bring business activities to a grinding halt.
- The cost of downtime for telecom companies – both in terms of lost revenue and damage to brand loyalty – is massive.
How to win:
- Enhance network resilience: Invest in infrastructure that can dynamically reroute traffic or self-heal in case of disruptions.
- Implement predictive maintenance: Use AI to predict failures before they cripple your operations.
- Improve communication during outages: Don’t go silent during service disruptions. Use proactive communication to keep them informed and manage expectations.
7. Finding the right skills
The competition for skilled workers is fierce everywhere and telecom companies are not immune. Attracting and retaining the right employees is and will become increasingly difficult.
Why it’s a problem:
- AI developers, data scientists, and cybersecurity experts are in high demand, and short supply.
- Many current employees lack the advanced digital skills necessary for a successful transformation.
- The best talent is constantly being poached by other industries, which leaves telecoms struggling to hold onto key players.
How to win:
- Invest in training and development: Upskilling existing employees not only fills the gap but also fosters loyalty.
- Leverage remote work: Expand your talent pool by hiring from a broader geographical range.
- Create a competitive work environment: Offer incentives like flexible working hours, professional development opportunities, and career growth paths to attract and retain top talent.
8. Reducing your environment footprint
Telecom’s carbon footprint may not get the bad press other industries do, but it’s massive. In an age where sustainability is an expectation, sticking with outdated, energy-hungry infrastructure is a PR disaster waiting to happen.
Why it’s a problem:
- With infrastructure that’s often outdated, your carbon footprint is growing, while your customers’ concerns about sustainability are increasing.
- Consumers, especially younger generations, are actively seeking companies that prioritize sustainability.
- Governments worldwide are tightening environmental regulations. Failure to adapt could result in fines, lawsuits, or even reputation-damaging campaigns.
How to win:
- Green your operations: Transition to renewable energy sources, reduce waste, and embrace energy-efficient technologies. Show your customers that your commitment to sustainability is as strong as your network.
- Communicate your efforts: Don’t wait for criticism. Let your customers know the steps you’re taking to reduce your environmental impact. Transparency builds trust.
9. Delivering true empathy
Customer service in telecom is often the first and last line of defense for customer loyalty. And yet, many telecom companies still rely on outdated, clunky support models that frustrate customers and push them straight into the arms of competitors. It’s no longer enough to simply be responsive; today’s consumers expect instant, personalized service.
Why it’s a problem:
- Endless hold times, unhelpful agents, and the dreaded “press 1 for this” make telecom support a nightmare. When service is this painful, customer loss is almost inevitable.
- One bad interaction can undo years of trust-building. Negative experiences get shared, retweeted, and discussed across every social platform – with no second chances.
- Meanwhile, your competitors are embracing AI-driven support that’s instant, intelligent, and personal. While you’re still trapped in traditional service models, they’re already ahead, offering customers everything they want, right when they need it.
How to win:
- Create proactive experiences: Predict and resolve problems before customers even notice. Use customer insights to anticipate their needs and offer solutions ahead of time. Be the provider that sees the issues before they do.
- Train like your business depends on it (it does): Equip your staff with the right training and tools to provide immediate, personalized service. Real empathy and efficiency are the real game changers in customer service.
10. Bringing AI into daily operations
AI promises efficiency, but too often, it ends up as just another tool employees struggle to use. If it doesn’t integrate seamlessly, adoption stalls, productivity suffers, and investments go to waste. The challenge isn’t AI itself, it’s how you bring it into daily workflows.
Why it’s a problem:
- If AI isn’t intuitive, it slows teams down instead of speeding them up.
- Employees won’t adopt AI if it feels like an extra burden.
- AI initiatives often get stuck in test phases, never delivering real impact.
How to win:
- Make AI invisible. Embed it into existing systems so it works in the background, not as an extra step.
- Prioritize ease of use. If AI doesn’t feel effortless, people won’t use it.
- Deploy, refine, scale. Start small, optimize based on real use, and expand intelligently.
11. Managing Field Services effortlessly
Coordinating field teams, ensuring service quality, and managing logistics in real time is no small task. Without the right tools, inefficiencies pile up – missed appointments, frustrated customers, and escalating cost.
Why it’s a problem:
- Scheduling, dispatching, and tracking field teams is complex and prone to errors.
- Delays and miscommunication can quickly damage trust and satisfaction.
- Without real-time insights, decision-making is reactive instead of strategic.
How to win:
- Centralize and automate. Smart scheduling and AI-powered routing reduce inefficiencies.
- Keep teams connected. Real-time communication and mobile access improve service execution.
- Use data for smarter decisions. Predictive insights help optimize operations before problems arise.
- Partner with experts. Near Partner delivers the solutions to take field service management from reactive to proactive.
12. Making the most of what you already have
You’ve invested in powerful platforms like Salesforce and Microsoft, but are you truly extracting their full value? Too often, businesses underutilize their existing tools, leaving efficiency and growth potential on the table.
Why it’s a problem:
- Many features remain unused, limiting productivity and ROI.
- Disconnected tools create inefficiencies and hinder collaboration.
- If teams aren’t fully leveraging the technology, performance suffers.
How to win:
- Optimize configurations. Fine-tune settings and workflows to align with business goals.
- Enhance integration. Connect platforms for seamless data flow and smarter decision-making.
- Empower your teams. Provide training and support to drive full adoption.
13. Accelerating implementation
Waiting months or years for a custom-built solution is a luxury you can’t afford anymore. Traditional development could be holding your business back, while competitors are using low-code platforms and AI for speeding things up – without sacrificing flexibility or control.
Why it’s a problem:
- Custom solutions often require months, or years, to go live.
- Backlogs grow as demand for new applications outpaces resources.
- Static systems can’t keep up with evolving market demands.
How to win:
- Leverage low-code platforms. Build and deploy applications quickly with minimal coding.
- Embed AI for smarter automation. Reduce manual work and enhance decision-making.
- Empower non-developers. Give business teams the tools to create solutions without relying solely on IT.
14. Managing the social impact of AI
AI is not just disrupting technology; it’s trembling the very foundations of society. The rise of automation and AI threatens to wipe out jobs, create ethical nightmares, and erode public trust if not managed correctly. The way you handle AI’s social impact will define your company’s future.
Why it’s a problem:
- AI comes with job displacements. New roles will emerge, but some will vanish. Are you prepared to guide your team through this shift?
- AI raises questions about privacy, fairness, and transparency – issues that need your attention now
- Consumers are watching closely. They want to know how their data is being used and how AI decisions affect them.
How to win:
- Reskill your workforce. Equip your teams with the skills they need to thrive alongside AI, ensuring they’re part of the solution, not the casualty.
- Lead with ethics. Embrace AI in a way that prioritizes fairness and transparency. Being responsible is essential for building long-term trust.
- Communicate openly. Be transparent about how AI is shaping your business and how it benefits customers. Lead the conversation and show you’re in control of the change.
A real-world example: how we helped QMC overcome Telecom challenges with Salesforce
QMC is a global leader in telecom with over 2,400 assets, is revolutionizing communication with cutting-edge technologies like 5G, AI, IoT, and virtual reality. Their diverse clients include municipalities, airports, hospitals, and shopping malls. However, even the biggest players in telecom face challenges that can stall growth and impact service delivery.
QMC’s global operations were plagued by disjointed systems. Sales teams struggled to manage leads, proposals, and contracts effectively. Meanwhile, field teams faced difficulties tracking installations and maintenance across various regions. The lack of structure and organization resulted in inefficiencies that directly impacted customer satisfaction and business performance.
We started by overhauling QMC’s sales process. With Salesforce and Sitetracker, we automated and streamlined everything from customer insights to contract management, ensuring real-time visibility and better decision-making. This shift allowed QMC to handle leads and proposals more efficiently, with data stored in a centralized, organized manner.
Next, we focused on operations. A tailored workflow for task management, reporting, and maintenance tracking improved overall efficiency. The result was better coordination, faster project implementation, and a standardized onboarding process that supported QMC’s rapid growth.
QMC has completely redefined how they operate, transforming from a fragmented system into a powerhouse of efficiency across teams and continents. By centralizing their data, they’ve shattered silos, improved internal communication, and redefined project execution. The payoff? A telecom giant that’s not just keeping up with the demands of a rapidly growing market, but outpacing the competition with agility, scalability, and a laser-focus on customer success. QMC just saw what real transformation looks like.
Looking ahead: we’re excited about the future of telecom
At Near Partner, we roll up our sleeves and get to work. We’re focused on what really matters to you: delivering actionable solutions that break down barriers, spark innovation, and ultimately create value for your customers and your business.
If you’re attending Connected North 2025, let’s sit down and chat about how we can turn your biggest telecom challenges into game-changing opportunities.
It’s time to move forward. Let’s get started.
