Case Studies

CSDP helps a Fortune 100 insurance and causality firm provide a robust and holistic approach to their depot support & logistic services for their field agents and claims personnel.
 

• Primary goals: Provide a streamlined and integrated process to support such functions as RMA’s, depot services for field personnel, new hire deployment and disaster response teams
• Features: Fully customized; flexible solution for organizational growth as well as integration with other business critical systems such as claims and benefit processing
• Results: Significantly enhanced their ability to deploy people and systems to worldwide locations in support of claims activities while increasing processing productivity by 10% leading to increased customer satisfaction of 8% and reduction in logistics and inventory costs

• Primary goals: Eliminate exceedingly cumbersome, tedious and error prone manual time tracking and billing process for their government clients by implementing a flexible solution to manage the core processes of CSI’s business. 
• Features: Fully customized solution that helps manage complex contracts with individual project billing and automates entry and allocation of time for more than 150 employees.
• Results: Significantly reduced the manual data entry. The ROI for this system has saved CSI 100% over investment.

• Primary Goals: Consolidate 28 disparate call center systems
• System Availability: 99.9%
• Customer Satisfaction: Up 15 points
• Warranty Support Costs: Down 75%

• Primary goals: Reduce inventory and service costs; improve customer satisfaction
• First-call resolution: Up 23%
• Average cost per repair: Down 54%
• Cost reductions in: Labor costs, overstocks, non-authorized repair costs

• 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

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.

• 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%

CSDP helps a utility firm successfully spin off its service division into a self-regulating and sustained revenue-generating service provider.

• Primary goals: Spin off a services division in 9 months to meet self-regulating requirements
• Features: Fully customized, flexible solution for organizational growth
• Result: Revenue-losing department transformed into customer-centric, money-generating company

CSDP works with Fortune 1000 Office Equipment Company to upgrade and integrate their customer service application suite with their legacy systems

• Primary goals: Overhaul outdated customer service applications; integrate customer service applications with legacy systems.
• Features: Fully customized; capable of adapting to the needs of a quickly expanding company; continued support and training to ensure success.
• Result: Four part integration completed under budget and within a one year timetable.