From Order to Service Activation – How We Create the Perfect Delivery Together

From Order to Service Activation – How We Create the Perfect Delivery Together

Delivering fiber access and 4G/5G backups can look different depending on the circumstances. Is the property on-net, where fiber is already installed? Or is it an off-net delivery where new deployment, and possibly even excavation, is required?

We spoke with our Delivery Coordinator, Filip Oveby, about common customer questions and what a truly perfect delivery looks like.

What does the delivery process look like?

"It all starts with having the right information in the order," says Filip.

Once the quote has been accepted, an order confirmation is sent along with a form where the customer provides details such as the end-customer contact person, desired delivery date, and whether the building network is already installed or not. A critical factor at this stage is ensuring we receive accurate details for the local contact person. This simplifies planning and helps avoid unnecessary delays later in the process.

If the property is on-net, the process is often faster since the infrastructure is already in place. The focus is then mainly on ensuring access to the property, the technical room, and that the correct contacts are assigned. During delivery, an installer visits the site to install the new hardware.

For off-net deliveries, the process is different. We first need to carry out planning and design, arrange any necessary excavation, and establish new fiber to the property. This involves more steps and more factors that can impact lead time.

When can things go wrong?

"As I mentioned earlier, a lot depends on having the right information from the start – even at the quotation stage."

A common challenge is that orders are placed for the wrong address, or that one address includes multiple buildings and the wrong property is quoted. In some cases, this is only discovered during the delivery phase. Then we need to produce a new quote and sometimes carry out a completely new deployment, which affects both cost and delivery time.

Another common situation is that the internal network is not extended to the correct location within the property. For fiber deliveries, the handover point is often in the basement or technical room. From there, it is the customer's responsibility to ensure the internal network is extended to the correct premises.

This is something we at Accessbolaget can assist with, but it is never included in the standard fiber quote and must therefore be planned separately.

How would you describe a truly smooth delivery – a "dream delivery"?

"A dream delivery is when all conditions are clear from the start and we can work without interruptions," says Filip.

He summarizes it as follows:

• The correct address and building are verified (especially important where multiple properties share an address)
• Quick feedback with details for the local contact person
• Clear information about the internal network and whether it is already installed internally
• Access to the technical room at the agreed time

What is the most common thing customers miss regarding the building network?

Many customers assume that fiber delivery automatically means the network is ready all the way into their premises. However, our delivery ends at the handover point in the building. If the internal network is not in place, this can cause delays during installation.

Clarity about where equipment should be placed and how internal cabling is arranged saves both time and resources.

When ordering a 4G/5G backup, what should customers consider regarding equipment placement and coverage?

"The router/hardware is usually placed in the building's technical room, often in the basement, in connection with the fiber delivery. The issue is that this is not always the best location in terms of mobile coverage for the 4G/5G backup," says Filip.

For optimal performance, the equipment needs to be placed where mobile coverage is strong enough, which can be anywhere within the building's internal network.

What surprises customers the most in the delivery process?

"I think many underestimate how much small details can impact the delivery. Things like the wrong building, unclear contact details, or a missing building network can have bigger consequences than expected."

At the same time, Filip notes that the process works very efficiently when all pieces are in place.

"When the information is correct from the start, the delivery is usually both faster and smoother than the customer expects."

Common things to keep in mind

• An address is not always the same as a building. Multiple properties can share the same address, making it crucial to specify exactly which building the delivery applies to.
• Also, ensure that the building network is extended to the correct premises before installation.
• For 4G/5G backup, placement is critical – the equipment must be positioned where coverage is strongest to provide the expected redundancy.

If you have any questions about delivery processes, feel free to contact Filip. [email protected]