CSG Solutions for Appointment and Service Management
Updates That Retain Customers It’s true of virtually every industry: If consumers find it a hassle to deal with a business or provider, they’ll move on to a different one. A recent study found that 80% of U.S. customers who churned did so because of dissatisfying customer service. What’s challenging about service experiences, however, is they span multiple touchpoints and many moving parts. Even when the actual service is excellent, having poor (or no) communications around it can sabotage the experience for customers.
92%
Consumers expect scheduling, tracking and completing a medical or field service appointment to be as easy as ordering an Uber. They want timely appointment reminders and real-time notifications when their doctor or technician is running behind. Insurance customers expect updates on claim processing and repair timelines, while bank customers seek guidance and status updates when applying for a loan. Complicated scheduling processes and poor communication can lead to missed appointments, increased inbound customer contact calls, or switching providers— resulting in lost revenue, higher costs and increased churn.
of consumers said that being contacted proactively changed their perception of the company in a positive way
Why Traditional Appointment and Service Communications Fall Short They’re imprecise. Consumers are more likely to ignore appointment messages when they lack personalized details. Same with reminders or status updates sent over channels (or during times) they don’t check. As an example, a reminder sent only via email on the day of the appointment may not reach customers who don't regularly monitor their inbox. People who receive five reminders through email, text and phone—after they’ve confirmed the appointment— may feel annoyed and confused, causing them to tune out future communications. ©2025 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”)
They lack coordination. If field service technicians aren’t informed of a customer's request for a 30-minute pre-arrival notification, the customer may not be present for the service appointment. If cable customers are experiencing an outage and awaiting service, getting a promotional text for a new bundle can make a frustrating experience even more so. But this disconnect happens often because teams sending these communications don’t know the customer’s context.
CSGI.COM
1