CSG adds traffic data to workforce management tool

April 11, 2018
CSG (NASDAQ:CSGS) has added real-time traffic information to its field force management solution, intended to get the right technician to the ...

CSG (NASDAQ:CSGS) has added real-time traffic information to its field force management solution, intended to get the right technician to the right job at the right time.

CSG Workforce Express (CSG WFX) now integrates real-time traffic data into its service technician routing capabilities. The solution calculates drive time from one job to the next by incorporating real-time events, including traffic volumes, accidents, events and road closures for a precise route calculation. The upgrade is intended to allow field-based service technicians to take the most efficient routes and avoid delays so that promised appointment windows can be met.

"The average U.S. commuter spends 42 hours in traffic per year and loses $1,400 idling away gas. For service technicians who are on the road all day, traffic congestion not only impacts time and money, but also customer satisfaction and brand perception," said Chad Dunavant, head of global product management at CSG. "Understanding what's happening on the road in real time is an important step toward meeting promised arrival times and improving customer satisfaction ratings."

As proof of concept, CSG conducted analysis of one large market with 850 technicians performing 2,200 jobs per day. Among its findings:

  • Technicians increased productivity by 2%, or added about 14 more jobs per day.
  • 4.7% of previously scheduled jobs were reassigned and optimized by the routing engine when real-time traffic incidents were considered.
  • Drive time decreased by 2.3%, resulting in 3.2 fewer total driving hours for the day.
About the Author

BTR Staff

EDITORIAL
STEPHEN HARDY
Editorial Director and Associate Publisher
[email protected]
MATT VINCENT
Senior Editor
[email protected]
SALES
KRISTINE COLLINS
Business Solutions Manager
(312) 350-0452
[email protected]
JEAN LAUTER
Business Solutions Manager
(516) 695-3899
[email protected]

Sponsored Recommendations

April 9, 2025
As transceiver speeds increase, so do thermal challenges. Discover key insights into innovative cooling solutions that ensure optimal performance and reliability.
March 7, 2025
In today’s hyperconnected world, rolling out and managing profitable, high-performance networks for access and transport will require innovative architectural approaches. The ...
Sept. 30, 2024
Join us for an interactive roundtable webinar highlighting the results of an Endeavor Business Media survey to identify how optical technologies can support AI workflows by balancing...
April 11, 2025
Taking a comprehensive approach to developing electronic products is the key to successful outcomes.