CSG has enhanced its cable field-force management solution by integrating real-time traffic data, designed to help service technicians arrive at jobs on time.
CSG Workforce Express incorporates data including traffic volumes, accidents, events and road closures to calculate a precise route and drive time from one job to the next. The company said it is the only pay TV specific solution that integrates real-time traffic insights into its service technician routing capabilities, and will allow those in the field to take the most efficient routes and meet promised appointment windows.
“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 at CSG, in a statement. “Understanding what’s happing on the road in real-time is an important step toward meeting promised arrival times and improving customer satisfaction ratings.”
A recent J.D. Power study indicates that missed or late service arrivals do impact customers satisfaction. That study, based on a 1,000-point scale, found customers whose technician showed up on time reported overall satisfaction of 871. That figure dropped to 819 when techs arrived early, and plummeted to 683 when they arrived late.
CSG conducted a proof-of-concept analysis in a market with 850 technicians performing 2,200 jobs per day. According to the company, technicians’ productivity increased by 2 percent – or 14 more jobs per day, and 4.7 percent of previously scheduled jobs were reassigned by the routing engine when real-time traffic incidents were included. It also resulted in 3.2 less total driving hours for the day.
