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. Visit http://www.csdpcorp.com to learn more.

1. www.csdpcorp.com
Unifying Infrastructure. Transforming Businesses. Gaining Market Share.
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.
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

2. 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.

3. www.csdpcorp.com
Unifying Infrastructure. Transforming Businesses. Gaining Market Share.
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.
“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

4. www.csdpcorp.com
Unifying Infrastructure. Transforming Businesses. Gaining Market Share.
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!
Productivity have realized a 20% decrease in IT/infrastructure costs,
CSDP’s clients
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
Case Studycost 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!