Leading US Cable Operator Extends Relationship with CSG to Invest
in Workforce Management Technology
GREENWOOD VILLAGE, Colo.--(BUSINESS WIRE)--
CSG (NASDAQ: CSGS), the trusted partner to simplify the complexity of business
transformation in the digital age, today announced an expanded
engagement with Atlantic Broadband to help them support their growing
customer base, while increasing workforce flexibility and productivity.
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CSG Workforce Express (Photo: Business Wire)
“Atlantic Broadband is focused on leading the industry by investing in
advanced technology and services that deliver an exceptional experience
for their customers,” said Lonnie Mahrt, CSG senior vice president, head
of customer communications management. “CSG is proud to grow and
continue its working relationship with them and help them deliver an
enhanced, digitally enabled experience for their customers.”
Atlantic Broadband is the ninth largest cable provider in the United
States, offering residential and business customers with Internet, TV
and phone services, operating across 11 states from Maine to Florida. It
has extended its long-standing working relationship with CSG to enhance
its field service operations by leveraging the CSG Workforce
Express field service management solution. In doing so, Atlantic
Broadband customers will benefit by:
-
Having their installation and service work scheduled and assigned
intelligently, in real time, based on traffic data, street-level
geography, technician skills and availability.
-
Receiving automated appointment communications sent to their preferred
communication channel to remind them of upcoming service calls, to
confirm appointments and be notified regarding possible delays.
-
Integrating their preferred level of engagement into Atlantic
Broadband’s customer management systems to ensure proper needs and
preferred methods of communication are noted during future
interactions.
With Workforce
Express, Atlantic Broadband will increase field service efficiencies
and operational productivity with the introduction of new capabilities
including:
-
The ability to track job and technician status in real-time via
detailed maps.
-
Overall management of technician skills, availability, routes, project
completion times and other areas.
-
The ability for technicians to access work orders and customer account
information through wireless devices, as well as manage and complete
jobs without calling operations.
-
Integrated messaging capabilities to allow technicians to speak with
other technicians, field supervisors, as well as operations, to alert
them of events that may impact scheduled appointments.
-
Comprehensive equipment management capabilities that allow technicians
to update inventory in real time.
-
Enhanced vehicle location services that will improve accuracy of
status updates communicated to the customers and used to automated
workflow.
“Atlantic Broadband is leading the way in providing its customers with
compelling and flexible television, internet and voice services across
its 11-state region,” said Courtney Long, vice president, customer
operations, Atlantic Broadband. “To be successful, we must be diligent
in continuing to invest in innovative technologies that enhance our
customer experience, our operational systems and our processes. Our
relationship with CSG helps us further accelerate our digital
transformation and create an experience for our customers that is second
to none.”
To learn more about CSG’s full suite of solutions for the global
telecommunications market, visit us at MWC Barcelona: CSG,
Hall 5, Stand 5G51.
About CSG
CSG simplifies the complexity of business transformation in the digital
age for the most respected communications, media and entertainment
service providers worldwide. With over 35 years of experience, CSG
delivers revenue
management, customer
experience and digital
monetization solutions for every stage of the customer lifecycle.
The company is the trusted partner driving digital transformation for
leading global brands, including Arrow Electronics, AT&T, Bharti Airtel,
Charter Communications, Comcast, DISH, Eastlink, iflix, MTN, TalkTalk,
Telefonica, Telstra and Verizon.
At CSG, we have one vision: flexible, seamless, limitless
communications, information and content services for everyone. For more
information, visit our website at csgi.com
and follow us on LinkedIn,
Twitter
and Facebook.
View source version on businesswire.com:
https://www.businesswire.com/news/home/20190221005132/en/
CSG
Brad Jones
Public Relations
+1 (303) 200-3001
brad.jones@csgi.com
or
Liz
Bauer
Investor Relations
+1 (303) 804-4065
liz.bauer@csgi.com
Source: CSG