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