Success Stories
Unleash Your Organization to Serve Empowered Customers Watch the video featuring speaker, John Kosner, ESPN's Senior Vice President and General Manager, Digital Media discusses:
- What steps ESPN and Quaero, a CSG Solution, took to innovate and improve the fan experience across multiple platforms.
- What impact these efforts have had on growing their active fan base, engagement and value.
- How ESPN and Quaero, a CSG Solution, leverage their data to develop new products, deliver targeted as sales solutions, improve marketing efforts, and support personalization.
- How ESPN is changing the industry currency with a new metric called "total time".
CATV Service Inc. and CSG International Empower Field-Based Technicians with New Customer Interaction Technology
As a small independent cable operator, CATV consistently strives to optimize its customer care organization in order to stay ahead of competitors. To optimize the effectiveness and efficiency of its field staff, CATV wanted to create an easier way for field technicians to communicate with the home office, to interact with customer account information, automatically activate services and provide better on-site care.
Learn how CSG's TechNet solution with GPS location services helped CATV deliver better customer care with a more efficient field-based workforce.
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CSG Workforce Express Makes Cable Installation Easier for 33 million Subscribers
CSG Workforce Express now serves more than 33 million broadband and Direct Broadcast Satellite (DBS) customers nationwide, making it the leading provider of workforce management solutions to the North American broadband and satellite market. As the nation continues to face rising gas prices, the WorkForce Express solution is turning the heads of leading companies interested in making the field force more efficient by reducing truck rolls and reducing the number of miles driven per job.
Field technicians are a critical touch point in cable and DBS providers' total customer care picture. CSG has recognized the need to enable the field force to deliver the best possible customer experience and has responded by developing a complete work force management solution, giving technicians the ability to communicate with billing and customer care solutions anytime and anywhere. By automatically scheduling, dispatching and routing technicians to on-site customer service, the CSG WorkForce Express solution supports more than 33,000 technicians and 3,000 dispatchers.
Awards
2011
Telecom Asia Readers' Choice Awards 2011 BSS Innovation of the Year
CSG Content Marketplace
Women in Cable Telecommunications Woman to Watch Award
Darla Thompson, Vice President, Strategic Accounts
Billing & OSS World Excellence Awards - runner up
Best Cost Management Implementation category for deployment of Intermediate at Vivo
Billing & OSS World Excellence Awards - runner up
Best Rural Operator Support category for partnership with American Support
HP Alliance One Partner of the Year Award
Converged Infrastructure Solutions & Communications, Media & Entertainment
2010
Cable.TMCnet.com Product of the Year Award
CSG Workforce Express with GPS
Women in Cable Telecommunications Woman to Watch Award
Anne Colllins, Executive Director, Strategic Accounts
InformationWeek 500
Ranked 191 for improvement in internal customer service processes
Software 500