News | February 21, 2019

CSG Expands Relationship With Atlantic Broadband To Help Enhance The Customer Experience

GREENWOOD VILLAGE, COLO.--(BUSINESS WIRE)--

CSG (NASDAQ: CSGS), the trusted partner to simplify the complexity of business transformation in the digital age, today announced an expanded engagement with Atlantic Broadband to help them support their growing customer base, while increasing workforce flexibility and productivity.

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CSG Workforce Express (Photo: Business Wire)

CSG Workforce Express (Photo: Business Wire)

“Atlantic Broadband is focused on leading the industry by investing in advanced technology and services that deliver an exceptional experience for their customers,” said Lonnie Mahrt, CSG senior vice president, head of customer communications management. “CSG is proud to grow and continue its working relationship with them and help them deliver an enhanced, digitally enabled experience for their customers.”

Atlantic Broadband is the ninth largest cable provider in the United States, offering residential and business customers with Internet, TV and phone services, operating across 11 states from Maine to Florida. It has extended its long-standing working relationship with CSG to enhance its field service operations by leveraging the CSG Workforce Express field service management solution. In doing so, Atlantic Broadband customers will benefit by:

  • Having their installation and service work scheduled and assigned intelligently, in real time, based on traffic data, street-level geography, technician skills and availability.
  • Receiving automated appointment communications sent to their preferred communication channel to remind them of upcoming service calls, to confirm appointments and be notified regarding possible delays.
  • Integrating their preferred level of engagement into Atlantic Broadband’s customer management systems to ensure proper needs and preferred methods of communication are noted during future interactions.

With Workforce Express, Atlantic Broadband will increase field service efficiencies and operational productivity with the introduction of new capabilities including:

  • The ability to track job and technician status in real-time via detailed maps.
  • Overall management of technician skills, availability, routes, project completion times and other areas.
  • The ability for technicians to access work orders and customer account information through wireless devices, as well as manage and complete jobs without calling operations.
  • Integrated messaging capabilities to allow technicians to speak with other technicians, field supervisors, as well as operations, to alert them of events that may impact scheduled appointments.
  • Comprehensive equipment management capabilities that allow technicians to update inventory in real time.
  • Enhanced vehicle location services that will improve accuracy of status updates communicated to the customers and used to automated workflow.

“Atlantic Broadband is leading the way in providing its customers with compelling and flexible television, internet and voice services across its 11-state region,” said Courtney Long, vice president, customer operations, Atlantic Broadband. “To be successful, we must be diligent in continuing to invest in innovative technologies that enhance our customer experience, our operational systems and our processes. Our relationship with CSG helps us further accelerate our digital transformation and create an experience for our customers that is second to none.”

To learn more about CSG’s full suite of solutions for the global telecommunications market, visit us at MWC Barcelona: CSG, Hall 5, Stand 5G51.

About CSG

CSG simplifies the complexity of business transformation in the digital age for the most respected communications, media and entertainment service providers worldwide. With over 35 years of experience, CSG delivers revenue management, customer experience and digital monetization solutions for every stage of the customer lifecycle. The company is the trusted partner driving digital transformation for leading global brands, including Arrow Electronics, AT&T, Bharti Airtel, Charter Communications, Comcast, DISH, Eastlink, iflix, MTN, TalkTalk, Telefonica, Telstra and Verizon.

At CSG, we have one vision: flexible, seamless, limitless communications, information and content services for everyone. For more information, visit our website at csgi.com and follow us on LinkedIn, Twitter and Facebook.

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