Case Study: Transform Your Cost
Center into a Revenue-Generator
CSDP helps a utility firm successfully spin off its service division into a self-regulating and sustained revenue-generating service provider…
…by using an SRM © solution.
Unifying Infrastructure. Transforming Businesses. Gaining Market Share.
Primary goals: Spin off a services division in 9 months
to meet self regulating requirements
Features: Fully customized, flexible solution for
organizational growth
Result: Revenue-losing department transformed into
customer-centric, money-generating company
www.csdpcorp.com
Unifying Infrastructure. Transforming Businesses. Gaining Market Share.
Transform cost centers into revenue-
generators…
The Situation
Due to regulations, a large utility company was required to divest
their service organization as a separate firm. As part of this
separation, the new service company was required to build a
new IT infrastructure. No existing systems, applications, or
infrastructure could be used by the new service company
without paying a „fair value‟ to the utility. After working with both
companies, CSDP determined that the utility company‟s I/T
infrastructure would be too expensive for the new service
company. It was decided that the new service company
needed to implement, customize, and build a full IT solution in
order to adequately run their business.
The service company employed approximately 200 personnel
responsible for first level calls, dispatching functions, and back
office personal, as well as over 400 field technicians. The new
service company had to be entirely self-regulating within 9
months, which required installing a new I/T infrastructure, creating
new business processes, and transferring personnel from the
former utility company. Because the business model for this new
service company was so unique, there was no off- the-shelf
software package that could meet their support requirements
without requiring prohibitive time and money investments.
The Solution
CSDP‟s SRM © solution was fully customized to meet the unique
needs of the client. It included separating the required data
from the utility company‟s corporate I/T infrastructure and
assisting in the development of business processes. Despite a
larger than expected customer base, the project was completed
on schedule and at budget. The fully customizable solution
offered by CSDP has since allowed the client to add features and
upgrades as they grow and change.
www.csdpcorp.com
Transform cost centers into revenue-
generators…
The Result
This new service company was able to grow their business and add
new customers in a way not possible at the former utility company.
There were significant efficiency gains as the service division was
transformed from a cost center to a revenue-generating, customer-
centric service company.
Unifying Infrastructure. Transforming Businesses. Gaining Market Share.
“We never thought that we could turn a cost center into a
true business in the amount of time that we were given. We
all thought that we would be looking for new jobs with small
appliance repair shops taking cuts in pay. Instead we are
providing profit sharing to all of our employees.”
- President/CEO of New Service Company
“Without the partnership from CSDP, their creative way of
quickly implementing all aspects of a service business, from
Contact Center all the way through accounting and billing,
we would not have gotten this daunting separation done.”
- Transition Executive of Utility Company
www.csdpcorp.com
Case Study
Productivity
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!
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
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 [email protected].
CSDP Corporation
15615 Alton Parkway, Suite 310
Irvine, CA 92618 Unifying Infrastructure! Transforming Businesses! Gaining Market Share!
Unifying Infrastructure. Transforming Businesses. Gaining Market Share.
www.csdpcorp.com
