Run smarter field service at telecom scale
Legacy tools and manual scheduling can’t keep up with fiber builds, tight appointment windows, and rising CX expectations. CSG Field Service Management is an AI‑driven, telecom‑grade field service platform that optimizes schedules, routes, and resources in real time so you can complete more jobs per day, cut drive time and truck rolls, and hit the appointments you promise.
Turn field operations into a competitive advantage
CSG Field Service Management is an AI‑driven field operations platform for cable, broadband, and fiber providers. It optimizes schedules, routes, and technician capacity in real time to coordinate installs, upgrades, and repairs, helping you keep utilization high, protect SLAs, and support fiber growth without adding one‑for‑one headcount.
Run leaner field operations at scale
Do more jobs with the same team
CSG Field Service Management reduces wasted miles and truck rolls so techs spend more time on jobs, not in transit. By optimizing schedules and routes across thousands of daily jobs, operators have seen up to 3.2 fewer drive hours per tech per day and up to 40% fewer truck rolls, freeing capacity and lowering fuel and maintenance costs.
Get the right tech to the right job
Field Service Management matches the right technician, skills, and inventory to every appointment and keeps schedules accurate as the day changes. SLA‑aware scheduling and same‑day re‑optimization help you keep tighter, more reliable windows, with operators achieving 98%+ on‑time arrival and 73%+ more same‑day appointments, while cutting “where is my tech?” calls.
Unlock capacity for fiber growth
Operations leaders can model “what if” scenarios for fiber builds, new geographies, and contractor mix, so they know how many more jobs per day the field can safely absorb. Case studies show 73% more daily jobs booked and 32% better first‑available appointments, giving providers the headroom to roll out new services without one‑for‑one headcount growth.
Business outcomes from AI-driven field service
CSG Field Service Management turns AI‑driven scheduling, routing, and insights into measurable gains across cost, CX, growth, and team performance.
Reduce field operating costs
Cut wasted miles, truck rolls, and overtime by automating scheduling and routing, so more of your field budget goes to productive work instead of fuel, repeat visits, and manual effort.
Improve appointment reliability & NPS
Deliver tighter, more accurate appointment windows and real‑time updates, increasing on‑time arrival and first‑time‑right rates—which means fewer missed‑appointment credits and higher customer satisfaction.
Increase service capacity for fiber & growth
Use real‑time capacity and performance data to support more installs and upgrades per day with your existing team, creating room for fiber builds, promos, and new products without one‑for‑one headcount growth.
De‑risk field operations modernization
Modernize field service on a platform already proven at telecom scale—55K+ users and 95M+ work orders a year—so you can transition off legacy tools with less risk of missed appointments, SLA penalties, and billing delays.
Make field performance measurable & accountable
Turn every job, route change, and status update into actionable KPIs—jobs per tech, drive time, truck rolls, on‑time arrival, and repeat visits by region and crew—so leaders can target under‑performing areas, justify investments, and quantify ROI from field operations.
Manage the entire field day in one AI-driven platform
CSG Field Service Management uses AI‑driven optimization, live tracking, and real‑time data to plan, execute, and improve every step of field service ensuring the right tech gets to the right job at the right time.
Build schedules that factor in skills, travel time, SLAs, job duration, and priorities across thousands of daily jobs. As reality changes, such as overruns, cancellations or emergencies, routes are automatically re-balanced so your plan stays realistic without manual reshuffling with Field Service Management’s optimization engine.
Telecom-grade automation, proven at scale
Where market leaders go to grow
See how operators use CSG Field Service Management’s automation, routing, and real‑time insights to cut cost‑to‑serve and improve appointment experience.
Modernizing field operations: A CSP’s shift to automated dispatch
How a major cable/internet operator reduces truck rolls with real-time appointment management
Tier One Cable Provider delivers superior customer experience with CSG Field Service Management
Recognized for excellence
2026 ISG Buyers Guide™ for Field Service Management
CSG was recognized as Exemplary in Field Service Customer Engagement in the 2026 ISG Buyers Guide™ for Field Service Management.
Gartner Magic Quadrant for Field Service Management
CSG Field Service Management has also been recognized in the Gartner Magic Quadrant for Field Service Management (2021) and highlighted as a Smart Innovator in Verdantix field service management research.
Level up your field service
It’s time to evolve your field service management to serve tomorrow’s customer. It’s easier with CSG—telecom’s preferred FSM vendor. Fill out the form to schedule a demo.
Related resources
AI-Driven Field Service Management Built for the Speed of Fiber
Beyond the Build: The Real Playbook for Monetizing, Scaling & Winning in Fiber
