Case Study: A Flexible Solution

to Meet Complex Medical

Industry Requirements

CSDP helps a Fortune 500 pharmaceutical and medical supply manufacturer implement a robust service delivery solution to meet rigid industry standards…

…by using an SRM © solution.

Unifying Infrastructure. Transforming Businesses. Gaining Market Share.

Primary goals: Overhaul the entire customer service,

project management, help desk support and

product recalls processes.

Features: Provide a streamlined solution that could

integrate with a wide variety of legacy systems and

would be flexible enough to handle unique industry

needs.

Results: Significantly enhanced the company’s

ability to manage the customer service process and

ensured that products were precisely manufactured

and efficiently tracked resulting in increased

customer satisfaction by 12 points and reduced

costs by 8%.

www.csdpcorp.com

Unifying Infrastructure. Transforming Businesses. Gaining Market Share.

Overhaul and Streamline…

The Situation

A global medical chemical and hardware supply manufacturer needed to

improve their entire customer service, project management and product

recall processes. The company supplied a very large assortment of

medicines to all levels of medical services; products in the field, as well as

those inventoried for replenishment, needed to meet rigid government and

industry standards. This resulted in the need for a specialized tracking

system to aid in tracking and quick, efficient product recalls. The company

was constantly growing through their investment in R&D and required a

more powerful system to monitor and track their use of hardware in the

chemical creation process. The company also needed a customer service

platform that was flexible enough meet the unique and complex industry

requirements and that integrated with their legacy systems, which included

mainframe based, client server based and both homegrown and off-the-

shelf applications. There were over 30 interfaces required, including both

batch and real time and single directional and bidirectional.

The specific applications needed included call center, dispatch center,

help desk, knowledge bases, field force, scheduling, routing, entitlement,

contracts, invoicing for contract and time and material billing, parts,

chemical handling and depot repair to support both internal processes

along with their third party vendor needs. These applications would support

a service department consisting of over 300 dispatchers, help desk

employees, and parts logistics processers as well as field technicians and

third party employees.

The Solution

CSDP helped this pharmaceutical company develop a more powerful,

streamlined project management process as well as a more effective

service delivery department. CSDP developed a solution that was tailored

to the highly precise and specific field of chemical processing. The client

required that CSDP complete work within a specific budget and in less than

one year. CSDP worked closely with both the business side of the

organization to develop the application and with IT to implement the

standards, structure and project management. Constant communication

was critical to adapt to any new requirements and the project came in on

time and on budget.

www.csdpcorp.com

The Result

CDSP helped this company ensure that their products were precisely

manufactured and effectively tracked. They helped the client overhaul

their customer service department to increase customer satisfaction by 12

points and reduce costs by 8%. Because of the transparency in the

development process, the client found ways to improve their processes

even further using the CSDP system, so developers were able to make

incremental changes after the initial implementation that added up to

significant gains.

www.csdpcorp.com

Testimonial:

“We were surprisingly pleased that the CSDP solution team

could not only understand our business needs, but were also

able to keep up quite well with the science of our business. This

helped form a very good team as we were able to understand

the development side and could even help narrow down any

issues that arose which helped the developers as much of the

research work was already performed.”

--VP Service Operations

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