How a major cable/internet operator reduces truck rolls with real-time appointment management

A prominent, regional cable and internet service provider in the U.S. It strives for customer centricity and to deliver service stability and value for its subscribers.

The operator, which is one of CSG’s longtime cable/internet provider customers, sought to elevate its field service experience and efficiency through customer communications. It traditionally sent email reminders to customers about their upcoming service appointments, but it wanted to send customers real-time updates over SMS and offer them the ability to track their en route technician’s location in real time.

The operator used Xponent, a customer engagement platform that harnesses real-time customer data to deliver personalized communications, which drive customer action at critical moments in the customer journey. The operator sent appointment reminders via voice call or SMS at four points of the support journey: appointment confirmation, the day before service, the day of the service, and when the technician was on their way.

These messages also included self-service options, which let customers reschedule appointments without calling in or switching to a different channel. The notifications reduced the likelihood of missed appointments and helped prevent truck rolls for appointments that required rescheduling. They also kept customers informed in real time if a technician was running behind or could arrive early. The operator combined these real-time updates with a CSG solution that lets customers track their technicians en route to their location.

These proactive, precision-timed reminders didn’t just deliver a modern support experience—they helped save on operations:

• 2% of truck rolls averted through the appointment notifications

• $3.6M saved in one year from averted truck rolls via appointment notifications