Field Service Solutions

Time is money, and you can't afford to arrive late and disappoint customers. CSG's field service management solution helps get technicians to the right job at the right time.

Right Technician, Right Time, Every Time

Field conditions will never be optimal, with no-shows, traffic incidents and appointment cancellations. But they can definitely be optimized with CSG’s field service management solution.

Balance job priorities, customer expectations and the day’s appointments so your technicians know where they should be and when. Plus, let them immediately adapt to any change that comes their way with real-time scheduling and routing data.


Service at Scale

CSG’s global field service management solution helps over 75,000 technicians to complete over 100 million work orders every year. And we help them achieve a 98 percent on-time arrival rate, so you can keep the promises you’ve made to customers.

Optimize Everything

Our scheduling platform assigns the right job to the right technician based on skills resources, and notifies you of any job in jeopardy. And our routing platform is updated with real-time data so technicians know the fastest way to arrive at a job on time.

Keep Everyone Connected

Let dispatchers track technicians’ progress from their last appointment to their next one. They can respond in real time with communication workflows between field and office personnel and external systems. Customers can also use an application to track technicians’ current location and projected arrival time, and get notifications via text message, email, automated calling and more.

Go Beyond Service to Sales

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 sales mobile 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

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Webinar Recording: Empowering Contact Centers For Agility In Uncertain Times | May 27, 2020

Video | 80.4 KB

Learn how today’s contact centers can become more agile with the addition of technology enhancements, covering for absent employees and increasin ...

Cable Operator Quickly Launches Remote Support During Health Crisis With CSG Visual Connect

Customer Story | 49.2 KB

During the recent pandemic, a regional cable provider needed a way to support customers with on-premises issues while minimizing social contact. Th ...

The Agility Imperative: How Contact Centers Can Adapt and Scale to Serve Tomorrow’s Customers

White Paper | 2.5 MB

Today’s contact centers are not ready. They struggle to adapt to call spikes. They can’t track customers to anticipate their needs. At the same ...

Field Service Management In The Age of Coronavirus Report

Industry Report | 252.7 KB

With so many stakeholders impacted in the realm of field service, being able to put a clear adapt-and-response strategy in place will be integral t ...

Podcast: CSG’s Haifa El Ashkar Discusses Mobile Industry Disruption on The Light Reading Podcast

Podcast

Haifa El Ashkar, Executive Director of Managed Services at CSG, joined The Light Reading podcast to discuss the convergence of mobile identity, blo ...

Cable Operator Provides Remote Support with CSG Visual Connect

Video

A regional cable operator wanted to be able to remotely troubleshoot issues for customers during a health crisis. They turned to CSG Visual Connect ...