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Contact Center
Contact Center software makes it simple to handle all types of service requests via voice phone, web, email, IVR and electronic interface. It’s specifically designed to support both Business-to-Business and Business-to-Consumer needs of your call center, help desk and service organization. While our Contact Center software can operate as a standalone, many customers have opted to leverage its power by adding on these companion software products.
Warranty/Entitlement – Your contact center staff, help and support people immediately know if your product is still under warranty, reducing the cost of disallowed claims. It provides contact staff with decision-making tools to evaluate the most cost-effective service delivery method. Consistently meet service level agreements, diminishing operational costs.
Reporting – Contact center supervisors and managers get at-a-glance information about call center representative effectiveness. Allowing for KPI monitoring, you can improve contact center quality and customer satisfaction by reducing call-handling times.
Knowledge Management – It’s never been easier to make each customer contact rep as productive and helpful as your best rep. A knowledge base significantly cuts the learning curve and cost of training new hires. Access to accurate just-in-time information helps support your frontline staff and maximize their value.
Time Tracking – Get to-the-second time contact center employee tracking information at your fingertips. Detect inconsistencies in time accounting, get profound insights into CRS labor costs and maintain accurate billing records.
Learn more about our Contact Center software.
Service Dispatch
CSDP's SRM 2.0’s Service Dispatch software delivers an efficient method of tracking and reducing labor costs as well as improving the customer satisfaction levels of your service dispatch center. Your organization can automate and control work orders with the Service Dispatch’s powerful Escalation Engine. You can assign multiple technicians to a single job and coordinate their activities, including times, parts and expenses. CSDP’s Service Dispatch software acts as a standalone program, but many clients choose to leverage results by integrating these companion software products.
Warranty / Entitlement – Always ensure that you deliver service to the exact terms of your SLA. Not only does the Warranty / Entitlement software make it a snap to cut disallowed claims, but also it is remarkably simple to coordinate service dispatch with technician skill requirements. Service departments can transform from reactive to proactive with the ability to not only dispatch service upon an incoming client call, but to schedule a rollout of future service calls.
Reporting – The Reporting software enables your service dispatch supervisors and managers to oversee efficiency and resource allocation. With increased granular visibility into every aspect of your dispatch center, you can control costs and increase productivity. As well, you determine the KPIs that are most important to your dispatch center and can create reports using the business factors that matter most: technician hours, materials, parts and many more.
Knowledge Management – Clients use the Knowledge Management software to greatly reduce technician learning curves and ensure top-quality service across the organization. Your service dispatchers can view any previous services rendered, customer information and which agents are assigned to the current service repair, to help them manage and review service dispatch decisions. The database allows service managers to access technician skills and competencies and match them to assignments. Knowledge Management software enables you to reduce repair times, improve your technician’s skills and cut costs. With shorter repair times, you quickly enhance customer satisfaction.
Scheduling – The Scheduling software enables you to schedule, plan and leverage your labor resources to reduce operational costs and increase dispatch efficiency. Workload balancing enables companies to dramatically reduce staffing costs while also ensuring you have the right technician with the right skills when needed. Dispatchers can be confident when assigning a service call that they have the right technician for the job.
Time Tracking – Your dispatchers get to-the-minute technician tracking information at their fingertips, including service times, travel times, holiday and regular hours for full service technician management. Detect inconsistencies in time accounting, get profound insights into service dispatch labor costs and maintain accurate billing records.
Learn more about our Service Dispatch software.
Inventory Control
Equipment sitting idle in warehouses, missing parts and materials, overstock –inventory control is one of the biggest challenges facing companies today, a challenge that directly impacts your bottom line. The SRM 2.0 Inventory Control Management software module provides in-depth, real-time visibility into demand, supply and inventory costs. While our Inventory Control software can operate as a standalone, many customers have opted to leverage its power by adding on these companion software products.
Warranty / Entitlement – Post-sale service is so often tied to strict adherence to SLAs. With CSDP’s Warranty / Entitlement software inventory, specialists and order analysts can easily reduce logistical costs, optimize inventory and improve stocking levels to meet your commitments. As well, your inventory personnel have access to vendor warranty tracking.
Reporting – Give your people the power to track, adjust and move inventory based on demand. From vendor performance reports to aging inventory reports, your inventory analysts get real-time inventory control, making it easier to provide on-time inventory balancing and manage the cost of ownership. Reduce inventory and scrap costs, as well as vendor costs.
Scheduling – The Scheduling software enables you to greatly boost customer satisfaction by optimizing your inventory operations. Just-in-time shipments mean that parts and materials are always on hand, when you need them most. It’s never been easier to manage sequence-dependent service/inventory needs.
Contracts & Billing – When combined with Inventory Control, the Contracts & Billing software ensures that absolutely nothing slips through the cracks. It helps streamline supply chain operations by keeping a sharp eye on customer-owned inventory and managing inventory from a P&L point of view, to reduce carrying costs and improve revenue streams.
Time Tracking – Your inventory analyst can get detailed information about individual orders, including stocking times as well as pick, pack and ship times. Detect inconsistencies in time accounting, get profound insights into inventory labor costs and maintain accurate expense records.
Learn more about our Inventory Control software.
Depot Repair
CSDP's SRM 2.0’s Depot Repair software offers a complete service solution for implementing and supporting a refurbishment or reclamation center. It provides clear visibility and control on the repair process. With a clear view of the stocking levels of materials, your depot repair center gains a competitive advantage. It is barcode enabled for easy tracking. You can even use the Depot Repair software module as an inverse-Dispatch application where equipment and repair components move to the technician instead of the technician going to the materials to repair the product. While it can be a standalone product or integrate well with any of our companion software product, clients often pair Depot Repair with the following software products.
Warranty / Entitlement – Reduce operational costs! When integrated with Depot Repair, the Warranty Entitlement software allows you to clearly see when component parts are still under OEM warranty. Technicians get at-a-glance details on the warranty status cutting the cost of disallowed claims and allowing them to meet service level agreements.
Reporting – The Reporting software enables depot personnel to make decisions based on the type of specialized skills required per project. With the ability to segment the work to determine staffing levels by week, month or year, you can improve the repair process by controlling both labor costs and repair cycle times. Reporting allows supervisors to see repair times and spot training deficiencies.
Knowledge Management – Clients use the Knowledge Management software to greatly increase customer satisfaction and service efficiency. Your depot technicians can access the knowledge database to troubleshoot problems, access guides and procedures – easily finding the best possible solution to the service issue, quickly and effectively. You can use the software proactively to expedite the repair cycle and technician productivity by automatically assigning repair codes.
Scheduling – It’s remarkably simple to meet any SLA commitments. The Scheduling software enables you to schedule, plan and leverage your labor resources to reduce operational costs and increase repair and service efficiency. Workload balancing enables companies to dramatically reduce staffing costs while also ensuring you have the right technician with the right skills when needed.
Inventory Control – Optimize your depot repair inventory levels by controlling your spare and returned parts, identifying overstock items and ensuring just-in-time materials and equipment. Customer service is enhanced when technicians are able to have the parts they need to resolve service issues on the first visit. Accurate, up-to-date inventory streamlines your depot repair processes and can significantly increase your bottom line.
Learn more about our Depot Repair software.
Contracts & Billing
Service organizations use our Contracts & Billing SRM software to save time and increase efficiency by automating the numerous tasks that accompany a contract life cycle. Invoice customers at any desired frequency and never miss a contract up for review or renewal again! The Contracts & Billing software makes it simple to process and renew evergreen contracts. Use it as a standalone program, or leverage results by integrating these following software products.
Contact Center – Allow your service reps, help desk staff and contact agents to update billing information, upgrade service levels and instantly generate the contract. When combined with our Contact Center software, the Contracts & Billing module helps increase productivity while improving revenues through contract sales.
Depot Repair – With more accurate billing, you never miss a second of billable time. You can easily define repair, material, labor and expense codes to auto-generate billing information. When combined with Depot Repair, the Contracts & Billing software helps reduce the cost of contract administration through automation.
Service Dispatch – Easily manage service jobs that are multi-tasked and take place over a longer period of time, ensuring all material, labor and other expenses are accounted for. Easily set rates, from flat-rate pricing to repair-type pricing. Invoicing and updating service contracts is hassle-free!
Inventory – When combined with Inventory Control, the Contracts & Billing software ensures that absolutely nothing slips through the cracks. It helps streamline supply chain operations by keeping a sharp eye on customer-owned inventory and managing inventory from a P&L point of view, to reduce carrying costs and improve revenue streams.
Learn more about our Contracts & Billing software and all of CSDP’s SRM companion software.
Reporting
The Reporting software provides strong analytical tools for optimizing service center operations. Use this powerful tool to gain insights into failure analysis, Mean Time To Repair (MTTR), Part Usage, Down Time, and Labor Distribution reports. The Reporting software can be customized to create reports to your exact requirements. We also have vast experience in integrating with third-party reporting applications and data warehouses.
Contact Center – Contact center supervisors and managers get at-a-glance information about call center representative effectiveness. Allowing for KPI monitoring, the Reporting software improves contact center quality and customer satisfaction by reducing call-handling times as well as identifying skill deficiencies in your contact center. Our Reporting software delivers numerous standard reports and can be easily customized with ad hoc reporting capabilities.
Depot Repair – The Reporting software enables depot personnel to make decisions based on the type of specialized skills required per service transaction. With the ability to segment the work, determine staffing levels by shift, day, day of week, month or year, you can improve the repair process by controlling both labor costs and repair cycle times. Reporting allows supervisors to see repair times and spot training deficiencies to improve the operation of your Depot Repair center(s).
Service Dispatch – Enable your service dispatch supervisors and managers to oversee field efficiency and resource allocation, easier than ever before. With increased granular visibility into every aspect of your dispatch center, you can control costs and increase productivity. As well, you determine the KPIs that are most important to your dispatch center and can create reports using the business factors that matter most: technician hours, materials, parts and many more.
Inventory – Give your people the power to track, adjust and move inventory based on demand. From vendor performance reports to aging inventory reports, your inventory analysts get real-time inventory control, making it easier to provide on-time inventory balancing and manage the cost of ownership. Reduce inventory and scrap costs, as well as vendor costs.
Learn more about our Reporting software and all of CSDP’s SRM companion software.
Scheduling
Combined with some of our leading software, the Scheduling software helps optimize your service operations. Stop manually forecasting labor and material needs. CSDP’s Scheduling software provides strong analytical tools for optimizing service center operations, allowing you to increase productivity and effectively manage people, skills and projects. It acts as a standalone program, but many clients choose to leverage results by integrating these following software products.
Contact Center – Simplify your contact center scheduling! Make sure you always have enough service agents, help desk personnel or contact agents on staff to meet your peak times. By leveraging your scheduling, you can increase productivity and significantly cut labor costs. Use the Scheduling software in tandem with the Contact Center software to improve scheduling forecasting and service levels. Reduce overstaffing and see the impact on your bottom line.
Depot Repair – It’s remarkably simple to meet any SLA commitments. The Scheduling software enables you to schedule, plan and leverage your labor resources to reduce operational costs and increase repair and service efficiency. Workload balancing enables companies to dramatically reduce staffing costs while also ensuring you have the right technician with the right skills when needed.
Service Dispatch – The Scheduling module enables you to schedule, plan and leverage your labor resources to reduce operational costs and increase dispatch efficiency. Workload balancing enables companies to dramatically reduce staffing costs while also ensuring you have the right technician with the right skills when needed. Dispatchers can be confident when assigning a service call that they have the right technician for the job.
Inventory – The Scheduling software enables you to greatly boost customer satisfaction by optimizing your inventory operations. Just-in-time shipments mean that parts and materials are always on hand, when you need them most – and vastly cut expensive overstocking, helping you to run a leaner organization. Get clear visibility into re-order times and easy schedule-forecasting for your inventory needs. It’s never been easier to manage sequence-dependent service/inventory needs.
Learn more about our Scheduling software and all of CSDP’s SRM companion software.
Warranty / Entitlement
Turn your service center into a revenue generating operation. CSDP’s Warranty / Entitlement software can be easily customized to meet your unique service needs. As a standalone product, staff get at-a-glance information on a customer’s exact entitlement status, whether under-contract, under-warranty or out-of-coverage. Combined with some of our leading software, the Warranty / Entitlement software helps optimize your service operations.
Contact Center – When your contact center staff, help and support people immediately can assess the warranty or entitlement status on any customer call, it enables them to immediately reduce the cost of disallowed claims. With decision-making tools, your contact and help desk staff can evaluate the most cost-effective service delivery method. The Warranty / Entitlement software allows your organization or company to consistently meet service level agreements.
Depot Repair – Reduce depot repair operational costs! When integrated with Depot Repair, the Warranty / Entitlement software allows technicians to clearly see when component parts are still under OEM warranty. In addition, your operation knows exactly what is being performed to your client’s product. By having the just-in-time entitlement and warranty information you are able to reduce your costs, improve your customer satisfaction and meet client expectations with every service repair in your depot.
Service Dispatch – Always ensure that you deliver service to the exact terms of your SLA and utilize the correct skill level for every transaction. When teamed with our Service Dispatch software, it’s a snap to cut disallowed claims. Service managers can easily coordinate service dispatch with technician skill requirements. Service departments can transform from reactive to proactive while reducing your overall service expense. You can dispatch service upon an incoming client call, but you can also schedule a rollout of future service calls with the right technician for each call.
Inventory – Post-sale service is so often tied to strict adherence to SLAs. When CSDP’s Warranty / Entitlement software is teamed to the Inventory software, inventory specialists and order analysts can easily reduce logistical costs, optimize inventory and improve stocking levels to meet your commitments. As well, your inventory personnel have access to vendor warranty tracking. This allows your inventory control team to monitor the stock on-hand and transform your inventory process with just-in-time inventory. Leverage huge inventory carrying costs savings, improved repair vendor warranty redemption (further reducing your costs) and better inventory monitoring by using your specified parameters.
Learn more about our Warranty / Entitlement software and all of CSDP’s SRM companion software
Knowledge Management
SRM 2.0’s Knowledge Management’s intelligent decision tree logic helps your service-facing employees or end-customers access the answers to frequently asked questions, product information sheets, service documentation and much more. CSDP’s Knowledge Management software acts as a standalone program, but many clients choose to leverage results by integrating the following software products.
Contact Center – It’s never been easier to make each customer contact rep as productive and helpful as your best rep. A knowledge base significantly cuts the learning curve and cost of training new hires. Use it to transform service help personnel into “service and sales” personnel by providing the customer with information about upgrades or complementary services. Access to accurate just-in-time information helps support your frontline staff and maximize their value.
Depot Repair – Increase customer satisfaction and service efficiency. Your depot repair technicians can access the knowledge database to troubleshoot problems, access guides and procedures – easily finding the best possible solution to the service issue, quickly and effectively. You can use the software proactively to expedite the repair cycle and technician productivity by automatically assigning repair codes.
Service Dispatch – Clients use the Knowledge Management software to greatly reduce technician learning curves and ensure top-quality service across the organization. Your service dispatchers can view any previous services rendered, customer information and which agents are assigned to the current service repair, to help them manage and review service dispatch decisions. The database allows service managers to access technician skills and competencies and match them to assignments.
Learn more about our Knowledge Management software and all of CSDP’s SRM companion software.
Time Tracking
Track your employees’ time, repair times and project times down to the second! Use it as a standalone program, or leverage results by integrating these following software products. CSDP’s Time Tracking software works as a standalone system or can also be rapidly customized for seamless integration to precisely fit your business needs and maximize ROI. It can be merged with any existing legacy or enterprise systems, in addition to EDI, Web, and device-based services, and works with any and all of our other SRM software tools. Clients often use Time Tracking software with the following software products.
Contact Center – Get to-the-second time contact center employee tracking information at your fingertips. Detect inconsistencies in time accounting, get profound insights into CRS labor costs and maintain accurate billing records. Ensure you have the required staff on hand with precise holiday and vacation time monitoring.
Depot Repair – With more accurate time tracking, you never miss a second of billable time. You can use it to detect technician skills deficiencies and provide training to increase productivity as well as repair times. Track your repairs by the hour, by the project or at an organizational level. Rollup reporting that allows management to see at a glance where staff is over/under allocated and where project cost and budget meet. Optimizing your labor costs increases profits, and keeps your margins through effective costs control.
Service Dispatch – Your dispatchers get to-the-minute technician tracking information at their fingertips, including service times, travel times, holiday and regular hours for full service technician management. Detect inconsistencies in time accounting, get profound insights into service dispatch labor costs and maintain accurate billing records.
Inventory – When combined with Inventory Control, the Time Tracking software enables your inventory analyst to get detailed information about individual orders, including stocking times as well as pick, pack and ship times. Detect inconsistencies in time accounting, get profound insights into inventory labor costs and maintain accurate expense records.
Learn more about our Time Tracking software and all of CSDP’s SRM companion software.