CSG: Increasing Operational Efficiency and Customer Satisfaction

For field service businesses, getting the right technician to the right customer at the right time is crucial. When a technician does not arrive within the scheduled appointment window, managing the customer’s expectation takes priority. The lack of visibility into real-time field operations and failure to manage schedules along with irregular traffic patterns can reduce worker productivity (and increase missed appointments and jobs) which lead to dissatisfied customers. Having the right tools for the right job can empower and turn any workforce into a well-oiled machine. A leading business support solutions provider, CSG offers dynamic field service management solutions that enable flexibility and effectiveness at every possible touchpoint. CSG’s solutions allow companies to dynamically update schedules for field service technicians according to customer needs and real-time traffic conditions while accounting for changes. This allows providers to optimize appointment scheduling and provide the right technician to the right customer, at the right time.

“We believe that the personal relationship built by onsite service technicians plays an important role in ensuring a positive customer experience,” states Ian Watterson, Head of Americas and Asia-Pacific at CSG. Similarly, time is the most valuable asset for both service providers and their customers. CSG's Field Service Management solution provides automation tools that optimize technicians’ productivity and adjusts itself accordingly to customers’ availability in real-time.

Throughout a client engagement, CSG’s team of highly skilled and experienced professionals is actively involved. CSG bases each deployment on best practices and standard operational playbooks while providing in-depth operational consultancy to increase productivity, service quality, and customer satisfaction. “We are more than a solution provider, we are a trusted business partner that continues to grow through commitment to client satisfaction and continued R&D investment,” adds Watterson. Further, CSG provides managed services for back-office operations, which allows customers to reallocate resources to their strategic priorities.

“CSG’s deployments follow a strategic approach, which begins from the moment we engage through discovery, implementation, and deployment,” says Watterson. “We bring together business, solutions, and consulting expertise with over 30 years of proven results and quality,” he adds. CSG’s fully integrated workforce solution, currently deployed with over 65,000 field technicians globally, turns every aspect of in-field delivery, installation, and service into a competitive advantage. From customer engagement to dispatch to the technician and across the service order lifecycle, CSG's Field Service Management solution ensures that providers can keep their service promises.

To illustrate the solution’s capabilities, Watterson mentions a client engagement with Telecom Argentina, a major telecom company in Argentina that wanted to differentiate itself from its competitors. After much deliberation, the client concluded that the only way to achieve their objective was by improving customer satisfaction. Telecom Argentina’s research found that its customers placed high value on quickly resolving issues more than their products and services. CSG's Field Service Management solution enabled Telecom Argentina to achieve a high level of efficiency in fulfilling appointment times through automated processes and thus deliver a superior customer service.

Moving forward, CSG aims to roll out a selection of initiatives to make the solution future-ready, which includes IoT integration, routing and scheduling optimization, and next generation UI and AI capabilities. Every year, the company allocates 14 percent of its total revenue for R&D, and has also made a number of product acquisitions amounting to $600 million over the past seven years. Reflecting this policy of continuous development, CSG focuses on solutions that drive the cost and complexity out of clients’ businesses. Some of these innovative offerings leverage mobile, machine vision, and augmented reality for real-time traffic integration, customer journey mapping, and “Virtual Tech Assistant.”