December Newsletter
Field Mobility 2012
CSDP is pleased to sponsor Field Mobility 2012, a special report by Field Technologies Magazine, the premiere information source to help you manage your mobile workers, service, and assets. Download this report to learn how real users are leveraging mobile technology and discover the latest trends in field mobility from VDC Research.
A Unique Approach to Service Entitlement
According to the Aberdeen report titled, Warranty and Contract Management 2011: Intersection of Revenue Creation and Customer Service, by efficiently managing warranties and service contracts, top performers reported:
-An 89% average customer retention rate
-A 90% contract renewal rate
-7% average decrease in warranty claim processing time over the previous 12 months
These statistics highlight the need for a flexible, robust, and easy to use warranty management and contract management software solution.
Industry experts agree that effective warranty management and contract management can reduce warranty claim processing, increase revenue opportunities, and enhance customer service and retention. An ideal service delivery software solution will put the terms and conditions of the contract at the heart of the system, giving your business the flexibility to sell and properly deliver any type of service contract.
The system will also ensure that customers get what they pay for and that the service business does not under-deliver or over-deliver to what their client paid for. This is a key factor to helping to drop service delivery costs, improve customer satisfaction levels, and increase customer loyalty by systematically putting the right information at the fingertips of the people that operate on the service management system. Read our blog or white paper to learn more.
Bridging the Gap between CRM and ERP
It's very challenging to try and piece together a complete post-sale service delivery solution with typical CRM and ERP systems because they are not built with services in mind. Thes solutions typically have gaps in critical service areas like warranty and contracts management, tracking and managing customer support ticketing, dispatching of field technicians, RMA, and depot repair.
To learn more about these gaps and how to fill them, read our white
paper: Bridging the Gap between CRM and ERP - Your Post-Sale Service Delivery Strategy.
What Microsoft, Oracle, IBM, and SAP Are Hiding from You
According to Gartner analyst Dennis Gaughn, the big 4 have some big secrets. Learn why Oracle was dubbed, "The most difficult vendor to work with."
What's the most fundamental way to improve your employee morale, lower your turnover rate, lower your accident rate, increase productivity, and maximize your ROI? Training! Our blog goes into more detail and discusses even more benefits of training.
Spotlight on Solutions
At CSDP, we combine Field Service, Reverse Logistics, Customer Support, and Warranty, Contract & Entitlement Management to maximize your business processes. We structure these solutions so that you can automate and streamline your entire post-sale Service Delivery Lifecycle process without fail.
Go to our website to learn more about CSDP's SRM Solutions.
September Newsletter
Service Revenue Trends: A Joint Research Paper with TSIA
If you are looking to drive more revenue from your service organization and would like to get answers to critical issues like the importance of service margins to overall company revenue growth and the required changes in your service mix that are needed for long-term market success, download Service Revenue Trends, a joint research report from the Technology Services Industry Association (TSIA) and CSDP. The report is based on extensive TSIA research including benchmarking and industry surveys related to the revenue trends of product companies.
The Service Revenue Trends report includes a case study about how CSDP helped a company consolidate and migrate their legacy systems and infrastructure support, leading to better and more cost effective warranty support, first-call resolution, and improved customer service. You’ll also learn how this company went from a 100% replacement rate for their devices to a 10% replacement rate, dropping the cost per warranty 400%. You can also read the case study alone here.
We wrote a series of blogs highlighting different points from the report. If you didn’t get a chance to read these blogs, they are listed below.
You can read more about service strategies and trends in the full report.
Many organizations struggle with a lackluster service organization and want to take it to the next level, but are unsure how to start. Often companies will try to implement new software to help, but are disappointed with the results without addressing the required process changes. A more systematic approach is needed. Business process mapping can be used as a tool to align goals and objectives, develop more efficient and effective processes, improve key support metrics, and ensure success for new technology projects.
We recently did a 30-minute webcast addressing the the four critical steps in business process mapping and how redundancy in processes, systems and personnel can be minimized and customer interactions can be maximized.
Click here to listen to John Ragsdale, Vice President of Technology Research at TSIA, and Jerry Edinger, CEO of CSDP, as they address:
- The most common reasons for technology project failures
- Best practices in business process mapping
- The benefits of business process mapping including streamlining service operations and improving customer satisfaction
- Key metrics and benchmarks that can be improved
If your business processes are not well documented or you're considering a Business Process Assessment, read this for more information and contact us to get started.
CSDP's Service Relationship Management group on LinkedIn has really taken off! See one of the discussions that's making it so popular: You should become your customer for a day to better understand what they want, but how can this be achieved from behind our own desks?
We are pleased to announce that we have met all the criteria and earned the distinction to be certified as a "green business" by the Institute for Green Business Certification after a detailed audit of our U.S. business operations.
Click here to see our Carbon Footprint Savings.
Field Technologies is the premier resource for the optimization of your field workers, service, and assets. Field Technologies provides companies with information on mobile technologies that can be used to improve productivity and drive efficiency — including field service software, mobile computing hardware, RFID, and M2M. For a free subscription, click here.
CSDP will be exhibiting at a booth #23 at the upcoming fall conference, Technology Services World 2011, taking place at the Mirage Resort in Las Vegas on October 24-26.
This leading service and support program attracts senior-level service practitioners in Education Services, Field Services, Professional Services, and Support Services who have done remarkable work in defining or implementing a best practice or developing an innovative solution to a common business challenge.
Attend Technology Services World 2011 and tackle the latest strategies in core service functions including mobility, workforce management, technical support, and knowledge.
June Newsletter
News Release: CSI Achieves ROI of 100% Over Investment Using CSDP's SRM© Solution
CSDP announces the successful implementation of a time tracking solution for CSI, an IT, advisory, engineering, and professional services firm serving government and commercial clients throughout the US. Click here to read the case study and click here to read the press release.
CSDP's CEO, Jerry Edinger wrote an article titled "A Single View of Customers and Service," that was published in the June, 2011 issue of Field Technologies Magazine. Mr. Edinger discusses how most organizations have a number of systems that capture customer data. These databases could include information about warranties, sales orders, inventory, and risk management associations as well as customer relationship management (CRM) and enterprise resource planning (ERP) systems. An inherent industry problem is that these systems and databases typically don't share data. This problem is magnified when firms acquire or merge with other firms, forcing service professionals to log in to multiple systems just to get the data they need. Click here to read more.
Want to know how to be responsive and flexible to meet challenging demands like the following?
- Disaster strikes and you need to quickly change how you route calls and workers
- A new contract with specific, unique requirements needs to be serviced now
- A new product has a defect and you need to quickly and efficiently arm your field repair technicians with the necessary repair guides
Do you how do you mange the people, processes, and technology in order to facilitate rapid change?
View our webinar replay to learn how to manage these three critical success factors your field service organization needs in order to respond to changing business requirements. You’ll hear several specific examples including how a large insurance company quickly and efficiently responded to the aftermath Hurricane Katrina by giving priority routing to all calls from the affected areas and assembling.
Take a free tour of our software and see how our product allows your individual departments to break out of their silos and work together on the same service request with all the necessary information accessible from one screen.
CSDP will be exhibiting at a booth #23 at the upcoming fall conference, Technology Services World 2011, taking place at the Mirage Resort in Las Vegas on October 24-26.
This leading service and support program attracts senior-level service practitioners in Education Services, Field Services, Professional Services, and Support Services who have done remarkable work in defining or implementing a best practice or developing an innovative solution to a common business challenge.
Attend Technology Services World 2011 and tackle the latest strategies in core service functions including mobility, workforce management, technical support, and knowledge management. Additionally, be sure to gain as much insight into the new areas hounding service executives all over the world including innovative developments in e-Service, CRM, Data Management, developing service leadership, and effective mobile resources management.
April Newsletter
CSDP Chosen as Most Wanted Solution for Field Service 2011
Find out why over a hundred senior-level service and support executives selected CSDP as a desired company to meet at the conference.
Customer satisfaction levels not where you want them? Service profitability flat, or even worse, declining? Want to automate your field service or service delivery process and just not sure of best way to proceed? Before you simply purchase another off-the-shelf software product, you should consider assessing the "current state" of your service delivery processes and more importantly, ensure it compliments your future growth plans to include new products, acquisitions, etc. That’s where CSDP can help!CSDP’s Current State Assessment and Discovery can impartially evaluate and benchmark your service delivery operations and provide a software agnostic road-map to achieve your desired post-sales service results and help turn cost centers into revenue generators.
We’ve helped our clients decrease average cost per repair by 54%, lower warranty support costs by 65%, and increase first call resolution by 23%. If you’d like to achieve similar results, you should consider a Current State Assessment.
Click here to learn more or call our Professional Services Group at 1(888) 741-2737 ext. 107.
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.
Click here to see why the VP of Service Operations said this: “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."
This is a basic mantra, but does it really make sense? Find out why CSDP thinks it does.
Check out CSDP's "Infrastructure Unification" Video on YouTube. Narrated by Jerry Edinger, CEO of CSDP Corporation, this video explains how CSDP helped a client unify 50 different databases to form a unified view of contact center operations and warranty and entitlement information, resulting in increased customer satisfaction and a top-line revenue increase of 5% in the first month alone.
December Newsletter
Spotlight on how CSDP helped 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 using an SRM© solution. Click here to find out how.
There is now the availability of Chat Integration with SRM© 3.0 Contact Center, Depot Repair, Dispatch/Field Service, and Inventory Control applications. By adding this capability to these applications, clients will now have the collaboration technology to help them reduce their service delivery costs.
The better you become at your process, the faster you will see your return on investment. Build first for implementation or improve your system if it's already in use! Click here to see how.
It's time you get on board as well! Nearly two-thirds of respondents to a July 2010 survey list "improving customer satisfaction" among their top three factors driving the need for application development. Click here to read more.
October Newsletter
If you missed our webinar on Thursday, September 15th, you’re in luck!
We invite you to view a recording of our webinar. Our attendees gained a deeper understanding of how SRM can help improve their organization's call center and dispatch processes.
If you'd like to learn more about CSDP, please contact us.
With increasing competitor options, your company needs to not only be proactive, but also on a first-call resolution basis. This gives your company an edge on other providers whose service is sub-par. Want to know a way to successfully implement these two powerful forces, right along with reducing labor, overstocks, and repair costs? Read the full article to learn more.
Of course it is! Every business must not only retain customers, but also build an upstanding and lasting reputation. The first step in this process is making sure your customer service is concrete. Check out our blog to see why this is so important.
A real example of how business transformation should be used and the benefits it can provide.
Our Webinar attendees completed a brief survey to help determine the “Business Readiness” of their CRM & ERP in supporting their Call Center and Dispatch processes. The survey is available to our Newsletter readers, so take a moment and complete a brief analysis…the results may surprise you!