Increase Customer Satisfaction While Reducing Warranty Costs

A leading hi-tech service provider needed to consolidate 28 disparate contact centers and legacy systems after several acquisitions. At the outset, the only integration the parent company completed was to move each contact center into one building. The I/T cost to operate 28 contact centers and 28 legacy systems had grown to over $26M per year, making customer support an unsustainable business cost. Additionally, attrition and downsizing creating degraded inventory levels and a lack of experienced personnel. As a result, there was little support for the legacy systems, and come contact center personnel were reduced to using paper and pencil to collect information and respond to customer calls.

CSDP implemented an SRM © solution that consolidated the 28 contact center into one standardized system on a single technology platform. CSDP customized the solution to include a multi-language system with a backup to allow the client to run at 99.9% availability. The solution also interfaced with over 100 additional systems to maintain existing functionality. These solutions allowed the company to stay on track with their strategic I/T plan. The implementation was completed in four phases over 28 months. It was completed on time and near budget despite additional needs brought up during implementation.

All 28 contact centers were consolidated into a single technology, eliminating dependency on legacy systems and highly experienced personnel. After parts inventory and skill alignments were implemented, customer satisfaction increased 15 point and warranty support costs were reduced by 75%. The savings from consolidation exceeded the client's expectations as they now have a more flexible, responsive, and cost effective solution that can change as their business develops.