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Insights: Report
How Leading Communications Service Providers are Reducing the Cost to Serve Customers with Proactive Communications

Managing field services is a complex feat, and often, leaders in this business need to reduce costs while positively impacting performance and customer experience. With several constantly moving parts – scheduling, confirming, updating, informing, rescheduling, cancellations, follow ups, check-ins, and more – the largest Communications Service Providers (CSPs) have turned to proactively automating customer journeys to meet their aggressive business goals.

The results?*

  • Savings in operating expenses from $10 million to $90 million a year
  • New revenue benefits upwards of $30 million to $300 million per year
  • 60% reduction in inbound field operations-related calls
  • A one-year reduction of 26 million metric tons of carbon emissions
  • Improved productivity for field operations teams
  • Enhanced employee experience for those in field operations as well as call center staff

The following report outlines the top three challenges facing CSP field service leaders today:

  • Cost Pressures
  • Consumer Expectations
  • Regulations

This report concludes with three applications of the solution leading CSPs are implementing to see dramatic impacts on their bottom lines.

*Based on annual repair and installation volumes.


  • Mounting Cost Pressures
  • Meeting Customer Expectations
  • Rising Regulations
  • Innovations in Customer Conversations
  • Communication During Emergency Situations
  • Reductions in Churn
  • Rising Consumer Expectations

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