Insights Blog

Scott Dutton

Scott Dutton is a Director of Product Management at CSG International.

Scott Dutton’s Recent Posts

Just In Time: The Importance of Optimizing Field Force Scheduling and Routing

Posted by Scott Dutton on July 6, 2017 Topics: Cable services, Field Service Automation

The digital consumer lives in an era of speed – fast downloads, fast food, fast forward, even The Fast and The Furious. With this expectation of speed in our lives, it makes sense that we also want field service to be on our time too. But it doesn’t always work out that way.

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Survey Says Cable Should Offer the Next “Uber" Experience

Posted by Scott Dutton on November 13, 2014 Topics: Cable Operations, Field Service Automation

In a recent blog post, I posed the question, “are cable and satellite customers ready for a more Uber-like experience?”

When it comes to service visits in the home, a recent independent survey of 400 consumers in the U.S. conducted by CSG International gives us the answer—and it is a resounding “Yes!” In fact, 54% of our survey respondents said they are either interested or highly interested in using an Uber-like mobile application to keep them informed of where their cable or satellite service technician is and what the ETA is to their home. 

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Can Cable Operators Adopt an Uber-like Customer Experience?

Posted by Scott Dutton on July 17, 2014 Topics: Cable Operations, Field Service Automation

With millions of apps available for smartphones, it’s no surprise that many businesses are looking to enhance their mobile platforms to deliver a better customer experience. 

Many cable operators such as Comcast, DISH and Charter Communications are already offering customer care apps today. While these apps focus largely on enabling consumers to watch their favorite shows across multiple devices, many operators are also enabling consumers to pay their bills, troubleshoot technical issues and hold live chats with customer care.

When it comes to cable and satellite companies, the end-game for delivering an unparalleled customer experience must include mobility as part of the overall customer interaction strategy —particularly as it relates to technicians visiting a subscriber’s home to install, upgrade or troubleshoot service.

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Fulfilling the On-Time Service Guarantee: a Field Service Guide

I am often asked by our North American cable clients for strategies to leverage the field force to improve the overall customer experience.  For me, the first step to building customer loyalty and satisfaction is showing up at the door on-time, when you say you will.

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