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.