Case Study: Streamline Your

Dispatch Process and Reduce

Your Entitlement Time

CSDP helps a product manufacturer with divestiture of a division and sunset of contact center with minimal interruption of service, all while streaming call entitlement process, increasing customer satisfaction, and improving their profit margin…

…by using an SRM © solution.

Unifying Infrastructure. Transforming Businesses. Gaining Market Share.

Primary Goals: Maintain product support for a divested contact center; clone 10 databases required to maintain customer service Customer satisfaction: Up 2 points Receive call time: Down to 2.5 minutes from 5.5 minutes Profit margin: Up 15%

www.csdpcorp.com

Reduce your receive call/entitlement process… The Situation

Due to divestiture, a product manufacturer needed to sunset a

contact center while still supporting the products built by the divested

department. Furthermore, this contact center was link with the

remaining manufacturing systems, creating difficulties in separating the

systems. The database used by the divested contact center was vital in

supporting the manufacturing systems and end-user community, and

needed to be cloned in order to maintain service levels. After closer

inspection, CSDP ascertained that 10 databases needed to be cloned.

The Solution

CSDP customized an SRM © solution for the company's existing contact

center that maintained the vital functionalities of the divested contact

center, and allowed business processes to remain uninterrupted. In

addition, CSDP cloned the 10 databases required to maintain the

manufacturing systems as well integrating them into the SRM © contact

center solutions. The database cloning required one month of

dedicated work, and after this CSDP was able to automate the client's

call receive process and provide additional business process

automation.

The Result

As a result of this project, the client was able to maintain a seamless

support of the divested products. In addition, support for the client's

existing customer base was provided faster and more efficiently. The

SRM © solution streamlined the dispatch process and reduced the

receive call/entitlement process from 5.5 to 2.5 minutes. As a result of

increased efficiency, customer service satisfaction increased by 2

points and the profit margin improved by 15%.

Unifying Infrastructure. Transforming Businesses. Gaining Market Share.

“Not only did CSDP deliver on time with our critical Contact Center

system replacement, they helped us improve our process to

increase our customer’s satisfaction with our service and increased

our profit margins as well. We could not have asked for more. Their

team was a true added value to our success.”

- Director of Operations

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