CSG Workforce Express Selected for Streamlining Field-Service
Operations for Better Customer Care
ENGLEWOOD, Colo.--(BUSINESS WIRE)--
CSG
International, Inc. (NASDAQ:
CSGS), a global provider of interactive transaction-driven solutions
and services, today announced that it has been chosen as a TMC CRM
Excellence Award winner.
CSG was selected for Workforce
Express (WFX), the company's holistic platform and integrated
application suite that enables the successful management of enterprise
field-service operations for most of North America's largest cable
operators. The CSG WFX suite uses patented routing technologies and
location-based services to support collaborative real-time
communications among field technicians, dispatch operators, and
customers. Smart mobile devices and integrated third-party GPS data
empower technicians by providing on-the-go access to job, account, and
inventory data and by supporting tech-to-tech and tech-to-dispatch
communications that optimize service delivery. The solutions also
include capabilities that allow field workers to update inventory in
real time when equipment is removed, added, or swapped at customer
locations.
"The 15th Annual CRM Excellence Awards has recognized CSG for being a
true CRM partner to its customers and clients," said Rich Tehrani, TMC's
CEO and Group Editor-in-Chief. "CSG has demonstrated to the editors of
CUSTOMER magazine that Workforce Express improved the processes of their
clients' businesses by streamlining and facilitating the flow of
information."
The deployment of CSG Workforce Express offers numerous business
benefits such as:
-
An 85% or more reduction in open work orders. Service providers can
significantly reduce the number of open work orders by centrally
managing field-service operations to support rapid billing for
customers after installation, which also improves accounts receivable
results.
-
Up to a 200% improvement in service levels and average handle times.
-
A central support center to streamline all field-service requests and
jobs by managing all work orders, technician schedules, and requests
from a single location.
-
Unparalleled efficiencies by using WFX task and messaging systems to
support staffing requirements and facilitate improved mobile and
real-time communications with the field, improved execution of work,
and efficient management of requests.
-
Reduced costs. The deployment of WFX TechNet, CSG's mobile application
for field-service technicians, eliminates the need for paper work
orders. Combined with GPS functionality WFX also enables more
efficient routing of field technicians to the most appropriate service
calls.
-
Common, standardized processes. The WFX platform and centralized
approach supports a set of standardized processes for all dispatchers
and technicians to use regardless of location, which in turn enhances
the ability to manage field-service operations consistently across an
organization.
-
Shorter appointment windows and same-day repairs. The efficient
field-service management platform allows the operator to offer shorter
appointment windows and same-day repairs to customers, which it could
not previously offer because of process and system constraints.
"The entire CSG workforce management suite is designed to help
field-service workers become more efficient and engaged so that they can
provide better customer service on site," said Ken Kennedy, chief
technology officer and senior vice president of product management at
CSG. "Integrated GPS and collaborative technologies allow clients to
manage inventory from the field, reduce idle time, and improve quality
of service, which means shorter wait times for customers and fewer
inbound inquiries to call centers—in other words, an enhanced customer
experience."
CSG WFX enables clients to offer appointment windows as precise as 60 to
120 minutes. The solution is compatible with all major billing platforms
and supports dynamic, real-time workforce management, dispatch and
routing functionality. CSG WFX solutions can provide a 30% or more
reduction in call volumes, delivering significant cost savings and
dramatically improved job-response times. Automatic alerts update
customers and let them know when their technician is on the way.
The 2014 CRM Excellence Award winners can be found in the May issue of
CUSTOMER magazine.
About CSG International
CSG
Systems International, Inc. (NASDAQ:CSGS) is a market-leading
business support solutions and services company serving the majority of
the top 100 global communications service providers, including leaders
in fixed, mobile, and next-generation networks such as AT&T, Comcast,
DISH, Orange, Reliance, SingTel Optus, Telecom New Zealand, Telefonica,
Time Warner Cable, T-Mobile, Verizon, Vivo, and Vodafone. With more than
30 years of experience and expertise in voice, video, data, and content
services, CSG International offers a broad portfolio of licensed and
Software-as-a-Service (SaaS)-based products and solutions that help
clients compete more effectively, improve business operations and
deliver a more impactful customer experience across a variety of touch
points. For more information, visit our website at www.csgi.com.
About TMC
TMC is a global, integrated media company that supports clients' goals
by building communities in print, online, and face to face. TMC
publishes multiple magazines and produces a variety of trade events. For
more information about TMC, visit www.tmcnet.com.
Please visit http://customer.tmcnet.com
for more information.
CSG International
KC Higgins, +1-303-434-8163
Public Relations
kc.higgins@csgi.com
or
Liz
Bauer, +1-303-804-4065
Investor Relations
Liz.bauer@csgi.com
or
TMC
Jessica
McCaffrey, 203-852-6800, ext. 170
Marketing Manager
jmccaffrey@tmcnet.com
Source: CSG International, Inc.
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