Telecommunications
United Kingdom
Scaling the network without compromise.
Community Fibre built an end-to-end field service operation on Zinier FSM, automating scheduling, compliance, skills management, and back-office tasks as they scaled across London.
Community Fibre (CFL) is future-proofing London communities by delivering 100% full-fiber broadband throughout the capital. As one of the UK's fastest-growing broadband providers, they offer the fastest, most affordable full-fiber connections in London, empowering communities to connect with what matters.
Results at a glance
Network uptime
99.9%
annual average
Customer satisfaction
25%
increase in CSAT
Service response
40%
faster response times
Efficiency gains
30%
increase in operational efficiency
Without Zinier
Fragmented field operations. Customer experience at risk.
CFL's ambition to connect all of London demanded field operations built for scale, not patched together under pressure. Without integrated tooling, keeping pace meant accepting risk. Every job involves booked appointments, risk assessments, site visits, traffic management and permits. Any error meant repeat visits and eroded customer trust.
Dispatch managing work across multiple disconnected systems with no unified field view
No real-time visibility into engineer skills, no reliable way to ensure the right person was sent to the right job
Engineer workload and burnout risk rising under strain of the previous platform
Compliance reliant on individuals, not enforced by mobile workflows
Configuration changes slow, costly and dependent on the previous vendor for every update
With Zinier
One platform, built for pace, compliance, and growth.
Zinier FSM gave CFL a configurable, integrated platform — automating the complexity of each job while giving teams the visibility and control to scale with confidence. Skills are tracked in real time so coordinators know exactly who can do what and when. Now, the right engineer reaches every job ready to get to work.
First-time fix rates improved through smarter scheduling and real-time field visibility: fewer repeat visits and more capacity
Compliance enforced by guided workflows: safety steps, and evidence capture all mandatory before any job is signed off
Dispatch unified on a single platform. No more switching between systems to understand what's happening in the field
Job completion automatically triggers billing, for a seamless connection between engineering and finance
Team-driven configuration means changes are made efficiently, without vendor dependency or system downtime
"It's hard for an operation like ours to scale without either compromising on service, compromising on quality, or compromising on the customer experience. Zinier has allowed us to do exactly that."
Jake Mitchell
Head of Customer Engineering
What’s next?
Building on the foundation.
Offering speeds up to 10Gbps, the company is capitalizing on surging FTTH demand and relying on Zinier to ensure every installation and repair lives up to their customer-first brand promise.
Scaling across London
As CFL expands its gigabit network across the capital, Zinier FSM scales with it. No disruption, no replatforming, no waiting for updates.
CX leadership
With skills tracked in real time and training gaps identified automatically, the company can develop talent at the pace the network demands
Platform evolution
Using Zinier FSM’s Studio layer, Community Fibre can now continuously evolve their customised workflows as the business grows.
Zinier FSM
A platform that scales effortlessly as you expand.
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