What is SRM © Software?

Service Relationship Management (SRM) © is the unique bridge between Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP). This hybrid approach to service focuses on the end-to-end service delivery lifecycle and embraces the concept of service as a relationship and a revenue generator, rather than a cost center.The SRM © concept ties together the fundamental elements of a service organization into a cohesive business process. The tools and methods that support SRM provide a framework to improve operational efficiencies and reduce costs in your service organization. At the same time, they promote higher customer satisfaction, which ultimately leads to greater contract renewals and increased revenue.

The Service Relationship Management (SRM) © Advantage:

CSDP has embraced Service Relationship Management, harnessing the power of SRM © into our methodologies, software solutions and consulting services.With competitive pressure emerging from all corners of the world, margins are continually being squeezed. Driving profitable growth means streamlining operational efficiencies, a fact that’s never been more critical. That’s why CRM solutions are simply not enough.

Consider this: In 2009, a report by Forrester Research, titled, “Answers to Five Frequently Asked Questions About CRM Projects”, Forrester Vice President and Principal Analyst Bill Band presents evidence that under 50% of CRM projects fully meet expectations. These types of failure expectations occur when business objectives or processes for meeting objectives are not developed.

CSDP SRM = Defined Service Objectives + Cohesive Business Process

This is the CSDP advantage. With over 30 years of service industry experience, CSDP has the knowledge and tools to turn your service organization into a revenue generator, rather than a cost center. CSDP provides flexible service solutions designed specifically to support the unique needs of service-centric organizations. And we take a holistic approach to your business, as we believe that any type of service management goes well beyond software applications. It truly a philosophy that concentrates on delivering service excellence, while improving your bottom line. Our SRM © product suite addresses the complete end-to-end service delivery lifecycle including Marketing and Quote Generation, Contact Center, Entitlement, Knowledge Management, Scheduling, Dispatch/Mobile, Depot Repair, Inventory Control & Management, Contracts/Billing, Reports, and Training.