CSG Customer Story

Modernizing Field Operations: A CSP’s Shift to Automated Dispatch

70%

of jobs auto-assigned with AI

Increase

in field tech productivity

Increase

in on-time arrivals

Courier with a tablet PC during flowers delivery is waiting for a client

Summary

A North American service provider shifted from manual dispatching to automation with CSG, standardizing how jobs are assigned and how techs are routed. The team now runs exception-based operations with clearer handoffs, faster responses, and better punctuality—without adding headcount.

The Customer

A North American communications service provider (CSP) with a large field workforce supporting broadband and related services. Operations leaders were focused on productivity, punctuality, and reducing avoidable admin work.

The Challenge

The customer faced mounting operational pressures in its field operations. Daily disruptions from cancellations, reschedules and shifting customer demand forced heavy manual intervention.

Key issues included:

Field Service Management (FSM) configurations that hadn’t kept pace with business needs
Excessive manual job assignments, limiting technician productivity
Underuse of mobile tools, leaving dispatchers without accurate technician status data
Administrative processes that slowed response times and obscured day-to-day performance

Without a more automated, data-driven approach, costs continued to climb and operational efficiency lagged.

The Solution

The CSP partnered with CSG to overhaul its FSM operations and unlock automation at scale. The engagement focused on:

Automated Dispatch & Routing: Jobs were assigned automatically based on technician skills, location and availability.
Workforce Optimization: Route areas were reduced by 75% and mobile compliance was reinforced to ensure real-time data flowed back to dispatch.
Exception-Based Management: Instead of chasing every job, dispatchers focused on exceptions that truly required attention.
Actionable Insights: System-generated reports gave leaders new visibility into productivity, job timing, and performance drivers.

Young cheerful waitress or manager of restaurant communicating with client on mobile phone while using digital tablet by workplace

Enhance your field service management operations

CSG FSM is the only cloud-native, purpose-built field service solution that unifies installs and activations. Powered by AI-driven routing and automation, it ensures first-time-right installs, faster revenue capture, and happier subscribers.

Learn more