A Flexible Solution to Meet Complex Medical Industry Requirements


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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.

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A Flexible Solution to Meet Complex Medical Industry Requirements

  1. 1. www.csdpcorp.com Unifying Infrastructure. Transforming Businesses. Gaining Market Share.Case Study: A Flexible Solutionto Meet Complex MedicalIndustry RequirementsCSDP helps a Fortune 500 pharmaceutical and medical supplymanufacturer implement a robust service delivery solution to meet rigidindustry 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. 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. 3. www.csdpcorp.comThe ResultCDSP helped this company ensure that their products were preciselymanufactured and effectively tracked. They helped the client overhaultheir customer service department to increase customer satisfaction by 12points and reduce costs by 8%. Because of the transparency in thedevelopment process, the client found ways to improve their processeseven further using the CSDP system, so developers were able to makeincremental changes after the initial implementation that added up tosignificant 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. 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 companys 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 industryCase 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. CSDPs 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!