Improve field service reliability and performance

Field service management (FSM) covers the end-to-end orchestration of work in the field—scheduling, dispatch, technician enablement, and customer communications. Workforce management focuses on the labor side: forecasting demand, managing capacity, and planning technician shifts. FSM handles both, combining real-time dispatch automation with robust labor forecasting and resource planning tools in a single, integrated platform. 

The platform uses Automated Dispatch, which runs continuously and factors in technician skills, proximity, shift constraints, and real-time traffic to assign the best tech to every job.  When conditions change (e.g., cancellations, early completions, no-shows) the system dynamically re-evaluates and reassigns work without dispatcher intervention. Optimized Appointment Scheduling keeps utilization high while protecting customer appointment windows, even as the day evolves minute by minute.

The platform was built for broadband and cable operations and is actively being expanded to support maintenance and construction workforces on the same consolidated platform used for residential field service.  It can schedule planned network maintenance events, plant maintenance, and trouble tickets alongside standard installs and service calls—managing shifts, routing, and capacity across all lines of business from one system. 

No replacement required. Field Service Management is designed to integrate with your existing systems (billing platforms, CRMs, order management, network management, and ticketing systems) through an open REST API framework and Kafka event notifications.  Work orders from any source are standardized, enriched, and orchestrated into the platform, while real-time updates flow back to your upstream systems automatically. You keep what works; Field Service Management connects it all.

CSG Field Service Management supports over 100,000 field service users and processes more than 100 million work orders per year across some of the largest cable and broadband providers in North America.  It has successfully onboarded workforces of 11,000+ technicians in under three months and 17,000+ technicians in under five months, with no Priority 1 issues. Hosted on AWS, it scales elastically to match your operational demands—whether you're growing or managing peak periods.