Case Study: Voice, Video and Data Services Provider streamlines field service operations with CSG International

Streamlining Field Service Operations for Better Customer Care - Customer Case Study

Voice, Video and Data Services Provider partnered with **CSG International** after multiple acquisitions left it with seven separate, manual, paper-based dispatch centers spread across nine provinces and six time zones. Managing more than 600 technicians and contractors, plus over 15,000 monthly service requests, had become inefficient, costly, and difficult to track against customer service goals.

**CSG International** implemented its **Workforce Express** field service management platform, including integrated GPS and the **TechNet** mobile app, to centralize dispatch and standardize processes across the enterprise. Deployed in just 90 days, the solution created a National Operations Support Center, improved real-time visibility and routing, eliminated paper work orders, and enabled shorter appointment windows and same-day repairs.