Success Story: Axtel + OfficeTrack
How Axtel, a Mexican provider of Information Technology and Telecommunications services, achieved full system integration and end-to-end traceability of its field operations through a customized OfficeTrack implementation.
Background
Axtel is a Mexican provider of Information Technology and Telecommunications services for corporate, government, and wholesale markets, offering connectivity, cloud services, cybersecurity, and managed network solutions. Its operations depend on keeping several internal systems updated in real time — an ERP (SAP) and multiple CRMs — that manage network resources, process service orders, and support technical ticketing. Axtel needed a single software solution capable of integrating with these systems while supporting the daily work of its technicians, engineers, and field personnel.
Key Challenges
- Keeping internal systems (SAP and CRMs) that manage network resources updated in real time.
- Integrating service order generation, support ticketing, and field technician work into a single solution.
- Speeding up the flow of information between field teams and internal departments, which previously took days to complete.
- Finding a robust, flexible, and fast-to-implement solution, after a previous experience with another SaaS that proved costly and took up to a year to implement.
Solution Implemented with OfficeTrack
1. Full API integration with Axtel’s systems
Axtel’s Web Service was fully integrated through the OfficeTrack API, connecting the platform with Axtel Tibco (SAP) and PEGA (API GW) via a custom middleware built by the OfficeCore team in Israel. The implementation was completed in just three months, at a significantly lower investment than other solutions evaluated.
Impact: real-time, online updates across all information systems, with reports generated from mobile devices or the web.
2. Custom middleware for real-time data updates
Exclusive methods were developed for Axtel, adapted to the format of its core information system, to receive, process, and convert data in real time.
Impact: an integration designed specifically around Axtel’s real operational workflows.
3. KMZ file upload and reporting form
A dedicated tool was built for field engineers to record detailed fiber optic information at strategic, geolocated points, including site location, coordinates, altitude, and latitude.
Impact: greater accuracy and speed in updating technical data directly from the field.
4. Web Service Call for client-side synchronization
This development kept Axtel’s information systems updated on the client side as well, strengthening field technician management.
Impact: greater traceability and reliability of technical data shared across departments.
Results
✓ Fast, tailored implementation
The integration was completed in three months, with custom developments for the telecom sector at a significantly lower investment than other alternatives evaluated.
✓ Autonomy for user teams
Axtel’s teams gained independence to update forms, reports, and tasks without relying on the IT department.
✓ Full visibility of the field workforce
Axtel now tracks its technicians’ location and progress in real time — something that wasn’t possible to monitor before.
✓ A solution built for telecommunications
Thanks to its tailored approach, OfficeTrack adapted to the real workflows of a telecom company, supporting its digital transformation with concrete results.
Testimonial
Juan, Business Solutions Specialist at Axtel, shares:
“Before OfficeTrack, we had very little visibility into what our field workforce was doing. We didn’t know their real-time location or have visibility into routes or route optimization. Engineers would visit the client, return to the office, and only then put together evidence, which would take days to reach the departments that needed it.”
“It’s a very flexible tool that lets you delegate responsibility to the user area without depending so heavily on the IT department for forms or report updates. That gave a lot of agility to an operation that changes constantly and needs daily updates.”
“We identified OfficeTrack as the tool we needed to close those black holes we had in understanding what happened from the start to the end of each activity.”
Conclusion
OfficeTrack enabled Axtel to integrate its internal systems, digitize the work of its field technicians, and gain full traceability over every activity, through a fast implementation with custom developments for the telecom sector.
Axtel’s story shows how a purpose-built integration can solve complex system connectivity challenges, with a direct impact on operational agility and team autonomy.
Is your operation facing challenges similar to Axtel’s?
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