Case Study: Reducing Labor

and Overstock Costs CSDP helps an internet security firm with an acquisition by consolidating and migrating legacy systems and infrastructure support, leading to better and more cost effective warranty support, first call resolution, and improved customer service…

…by using an SRM © solution.

Unifying Infrastructure. Transforming Businesses. Gaining Market Share.

Primary goals: Migrate systems in under 2 months while maintaining and improving customer service in order to close an acquisition deal. Customer satisfaction: Up 10 points Warranty support costs: Down 65% Cost per warranty repair: Down 400% Reduced costs: Labor, overstocks, non-authorized repairs

www.csdpcorp.com

Unifying Infrastructure. Transforming Businesses. Gaining Market Share.

Reduce labor and overstock costs…

The Situation

After acquiring a smaller company, a leading Internet security

provider needed to migrate the company from their old legacy

system to a new infrastructure. During this time, it was critical that

customer support was fully maintained, and that the migration

was completed in less than 2 months. The company was suffering

from a backlog of customer requests; their legacy system was

incapable of tracking customer reported issues, repairs, or service

entitlements. Despite a full staff of 30 front line support

representatives, response to customer calls routinely took 2 days.

On the second day, 100% of service issues were resolved by

entirely replacing the clients' Internet security device.

The Solution

CSDP customized an SRM © solution to interface with the

company's existing CRM while giving additional functionality.

CSDP established a centralized knowledge database so that

contact agents and inventory managers could better coordinate

activities, access repair history and technical guides, more

effectively automate the service process. This phase of the

solution was implemented ahead of schedule and on budget.

www.csdpcorp.com

Reduce labor and overstock costs…

The Result

As a result of CSDP's SRM © solution, the company is no more

proactive and first-call resolution has become the norm. The SRM ©

solution enabled calls to be accurately assigned to support

technicians with skills that matched clients' issues. Instead of a 100%

replacement rate, clients' Internet security devices are now being

replaced 10% of the time. As a result, cost per warranty repair

dropped over 400%. In addition, stock and inventory controls were

also overhauled, and can now be highly controlled in case of

critical repair needs. After parts inventory and skill alignments were

implemented, customer satisfaction increased over 10 points, and

warranty support costs were reduced 65%. The company

significantly reduced labor costs, overstocks, and non-authorized

repair costs.

Unifying Infrastructure. Transforming Businesses. Gaining Market Share.

“We were between a rock and a hard place and needed

to get off our old CRM solution to make the deal finally

close. The team at CSDP was amazing and did what they

said they were going to do. The results were amazing…”

–Integration Manager of Internet Security

“Not only did they get us off our old CRM solution, they

improved or support process by tightly coupling our

technicians to our entitlement systems, to our

knowledgebase tools, inventory control systems, and

reduced our overall warranty cost dramatically.”

–CFO Internet Security

www.csdpcorp.com

Case Study

Productivity

About CSDP

CSDP offers flexible, agile solutions to unify infrastructure and

transform cost centers into profit drivers, resulting in greater customer

service and market share. Our services-lead software is fully

customized to fit your company's needs and is respectful of existing

infrastructure so that it implements quickly and begins generating ROI

immediately!

CSDP’s clients have realized a 20% decrease in IT/infrastructure costs,

reduced labor costs by 15%, and improved customer satisfaction by

up to 15 points. We not only help our clients drive down operating

and service delivery costs, but enable them to drive up customer

satisfaction and increase revenue and market share!

CSDP is a services-led software company with a tailored suite

of Service Relationship Management (SRM) © process tools. They

offer service providers and product manufacturers in any industry an

affordable way to increase efficiencies, reduce costs and enable

cost centers to become profit contributors. The SRM © solution ties

together CRM and ERP by addressing both service objectives and

business processes. CSDP's SRM © software solution has been

delivered to some of the world’s foremost Fortune 500 companies to

include IBM, Xerox, Fujitsu, Whirlpool, Rockwell and BOA just to name

a few.

To learn more about CSDP, visit our website, follow our blog and join

the Service Relationship Management 3.0 Group on LinkedIn.

Contact us at 888-741-2737 X 107 or

E-mail us at info@csdpcorp.com.

CSDP Corporation

15615 Alton Parkway, Suite 310

Irvine, CA 92618 Unifying Infrastructure! Transforming Businesses! Gaining Market Share!

Unifying Infrastructure. Transforming Businesses. Gaining Market Share.

www.csdpcorp.com