CSG announces new solution for consumers to track service calls

Wednesday June 27, 2018 0 comments Tags: Greenwood Village, CSG Systems International, Where's My Tech, Tim McElligott, Chad Dunavant

GREENWOOD VILLAGE -- CSG (NASDAQ: CSGS) announced it now offers more ways for Pay-TV and other service providers to proactively communicate in real-time with consumers about their service appointments.csg-logo

As part of CSG’s overall philosophy to enable an exceptional, interactive experience between service providers and their customers anytime, anywhere, on any channel, CSG said it now offers a real-time option for consumers to follow the arrival progress of a service technician.

The new solution, named Where’s My Tech, is part of CSG’s field service management solution, Workforce Express (WFX), which offers the ability to get the right technician, to the right job, at the right time and now, can show consumers exactly where their service technician is and when they will arrive at the job site.

CSG said Where’s My Tech offers consumers real-time information about the status of a service technician appointment, enables consumers to digitally follow the technician while they are on their way to the service location, and receive email or SMS messages with the estimated arrival time of their technician’s arrival.

“Today’s digitally-savvy consumers are conditioned to receive updates from the companies they do business with at every step of the customer experience,” said Tim McElligott, senior consulting analyst at Stratecast | Frost & Sullivan.

“When those real-time updates don’t happen, the customer experience is tarnished which can potentially have a negative impact on customer satisfaction, and even a Net Promoter Score.”

The Where’s My Tech solution is the latest enhancement to WFX, in addition to real-time traffic capabilities announced earlier this year.

“CSG’s communications management solutions offer an integrated approach for service providers to manage and more actively engage with their customer interactions throughout the customer lifecycle,” said Chad Dunavant, CSG’s head of product management.

“This solution is the latest step we have taken to help our clients deliver easy-to-use, connected experiences that instantly raise the consumer experience to a new level.”