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

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

2. 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.

3. 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.
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

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
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
Case Study
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!