Field Service Solutions

Better efficiency and happier customers, job after job. CSG’s analytics-driven, customer-centric field service solutions help you achieve both.

Right Technician, Right Time, Every Time

Field conditions are never optimal, with no-shows, traffic incidents and appointment cancellations constantly shifting your field technicians’ workflows.

But they can definitely be optimized. You can balance job priorities, customer expectations and the day’s appointments so your technicians always know where they should be and when. You can empower them to adapt to any change that comes their way with real-time scheduling and routing data. And you can keep customers updated and satisfied with proactive communications.


Service at Scale

CSG’s global field service management solutions help more than 75,000 technicians complete more than 100 million work orders every year. And we help them achieve a 98 percent on-time arrival rate, so they can keep the promises they’ve made to customers. Our solutions can promote excellence in your field service operations—no matter the size, no matter the market.

 

Boost Operational Efficiency

What if you could unlock cost savings at every step of the field service job cycle? CSG’s field service management solutions help you reduce costs and increase efficiency with automation. Optimize available appointment times for customers and the scheduling of jobs using real-time traffic and business intelligence tools.

Solutions Designed with CX in Mind

Our solutions help you deliver what today’s customers demand: a seamless, end-to-end experience before, during and after day of service. You can automate customer notifications and create best-in-class customer experiences using predictive customer journey orchestration and AI-driven virtual assistants. And with our remote video support solutions, you can also enable technicians to assist customers without entering their homes.

Create Revenue Opportunities

Save technicians a return trip and let them upsell new connected devices and services when they’re on site for an installation. Technicians can use our mobile sales application to upgrade service, upsell and change service during an appointment. They can also capture signatures, send receipts and sync with any CRM systems.


Portfolio

CSG Field Service Management

The power of good operations is proven in the field, and having the right tools for the job can turn any workforce into a well-oiled machine. CSG offers dynamic field service management solutions that enable flexibility and effectiveness at every possible touchpoint.

CSG Visual Connect

Save your field technician the trip. Let your contact center agents troubleshoot technical issues remotely through image and video sharing.


Related Capabilities

Field Service Management Optimization

Conditions in the field change—so change with them. Whether you’re hitting the ground running, or looking for ways to get more out of your current solution, CSG’s optimization services team can help. Together, we’ll identify and implement proven processes that optimize configuration and daily operations.


Resources

Explore

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Optimizing the Cable & Broadband Customer Experience Study: Thriving in the New Reality of 2021

Industry Report | 1.8 MB

Survey of Cable & Broadband Execs on the Challenges and Opportunities Today and Beyond

This unique study, developed by ...

25 Conversational AI Use Cases That Can Transform Your Business

eBook | 17.2 MB

What are the biggest pain points for your customers? Your most expensive or time-consuming business processes? There’s a s ...

Your Automated Knowledge Capture Playbook: How to Scale Your Field Service Organization

Industry Report | 1.7 MB

One of the most pressing challenges within the field service industry is the struggle to hire technical talent, as experienced technicians are cont ...

Custom Rules Engine

Data Sheet | 1.2 MB

Are there flaws in your customer care processes that cause friction and cost revenue? Fix them with intelligently designed business rules. The CSG ...

Webinar | Drive Field Operations and Empower Technicians with Real-time Data and Insights

Video | 39.9 KB

By 2027, the world will have more than 41 billion connected devices. When customers experience issues with those devices, field service fleets and ...

Webinar Recording: Great CX Cuts Cost and Drives Business Results

Video | 67.2 KB

59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...