Case Study: Tier One Cable Provider achieves higher technician productivity and lower costs with CSG International

Tier One Cable Providing Company - Customer Case Study

Tier One Cable Providing Company, a Tier One North American cable provider, needed a better way to manage frequent same-day cancellations, reschedules, and appointment changes across its 7,000 field technicians. Working with CSG International, the company used CSG Workforce Express and its Optimized Appointment Scheduling capabilities to improve technician productivity, reduce unfilled time slots, and eliminate manual scheduling work.

CSG International’s solution dynamically identified open technician capacity and offered more appointment options, helping the provider fill unused time and improve service delivery. In pilot markets, it drove a 73% increase in daily booked jobs, equivalent to $4.6 million in annual productivity value, and created the opportunity for an additional $485,000 in monthly net-new revenue while lowering costs by about $640,000 in a single month.