CSG adds insight to field force management

Revenue management specialist CSG has added real-time traffic insight to its field force management platform, which the company says will boost cable and satellite TV operators’ ability to manage their technical field force more efficiently.

According to CSG, its Workforce Express platform is the only pay TV-specific field-force management solution to integrate real-time traffic data into its service technician routing capabilities.

The solution calculates drive time from one job to the next by incorporating all real-time events, including traffic volumes, accidents, events and road closures for a precise route calculation. This allows field-based service technicians to take the most efficient routes and avoid delays so that promised appointment windows can be met, according to the company.

CSG found that its solution increased technicans’ productivity in one US market by 2%, adding about 14 jobs per day.

“The average U.S. commuter spends 42 hours in traffic per year and loses US$1,400 idling away gas. For service technicians who are on the road all day, traffic congestion not only impacts time and money, but also customer satisfaction and brand perception,” said Chad Dunavant, head of global product management, CSG.

“Understanding what’s happening on the road in real-time is an important step toward meeting promised arrival times and improving customer satisfaction ratings.”