CSDP Service Relationship Review - why 3 stars?

Shlomi Lavi / updated: Jul 16, 2022

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What is CSDP Service Relationship?

CSDP Service Relationship is a solution for management of the Service Delivery Lifecycle. The software is designed to support service relationship management by unifying field service, customer service and reverse logistics to provide service delivery as a revenue generator in an organization.

Customer Service Delivery Platform Corporation (CSDP) was founded in 1970 to focus on service management solutions. The company’s goal is to help companies maximize the productivity of their service based operations using a cost-effective and reliable solution which can be easily deployed as well as realize a faster Return on Investment (ROI).

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Who is it best for?

CSDP is designed to support any company that provides post sales support and services to customers. It is a cross industry product that addresses diverse sectors that include Life Sciences, Digital Office Solutions, Home Appliances and Business Process Management to name a few. It is a scalable solution offered for any business size and can be deployed as an on-premise or cloud based SaaS delivery model.

The software is designed for those companies that face issues with underperforming service operations that include low first call resolution rates, low service revenues, inefficient claims processing as well as long periods for problem resolution. CSDP addresses this by improving operational efficiency issues that include improving resource productivity, delivery process optimization and effective problem management.

CSDP can also assist companies with options to increase service delivery revenue through effective management of service contracts, warranties and onsite support that results in lowered warranty and repair costs and increased service profit margins. Finally for organizations looking to improve customer satisfaction CSDP can provide processes for proactive service delivery, SLA management and direct response management to ensure that customers are better served and therefore more loyal to the organization.

CSDP has many customers in various industries and these include Ricoh, Whirlpool, PSEG, Anacomp, Anixter, National Grid, Orange Business Services, and Sigma Aldrich.

Main features and functionalities

CSDP offers a service lifecycle management solution that automates and optimizes all aspects of the service delivery process.

There is a Field Service module which easily manages multi channel service requests. It also ensures that service technicians with the right skills are dispatched with the right information and parts where necessary to ensure quick resolution of customer problems. Additionally there is support for mobile device access to allow service technicians real-time access to critical customer & service data to complete service operations onsite effectively.

The Reverse Logistics module is designed to improve operational efficiencies and reduce costs in service repair centers. This is achieved by improved inventory and parts management and real time visibility into demand, supply and inventory costs. There is also support for any type of service such as repairs, installation & training as well as processes for proactive repair appointment and preventative maintenance tracking. This allows repair centers to be proactive with customers and provide opportunities to up sell further services and products

Then there is the Customer Support module which handles multi channel service requests for call centers, help desks and services organizations. There is automatic routing of service requests to the best suited agents while also providing rapid response and resolution by accessing the full customer service history. In addition there is an integrated knowledge database for self learning & first problem resolution for both agents and customers.

Finally there is an entitlements module that allows service managers, agents & engineers to get details of a customer’s exact entitlement status, whether under-contract, under-warranty or out-of-coverage. There is also support for tracking of service time & visits to alert customers when they have exceeded their entitlement thresholds and require further service contract upgrades.

What is the actual cost?

ITQlick pricing score is 4 out of 10 (10 is most expensive). Access ITQlick pricing guide for CSDP Service Relationship. You can also find here pricing information from CSDP Service Relationship's website.

Pros

• Mobile device access for the application is supported by CSDP
• CSDP integrates field service, customer service, help desk as well as repair centers into one solution for the full service delivery lifecycle
• The solution is offered as an on premise as well as cloud based SaaS solution
• The product supports integration with third party software
• CSDP is not just software but also includes consulting services for optimization of a company’s internal service delivery process to better leverage the benefits of the CSDP solution

Cons

• CSDP does not provide social collaboration tools as part of its solution
• There is no free trial provided for the product
• CSDP does not support user driven product customization and instead it needs to be done by the vendor
• Business Intelligence and Analytics tools are not available in CSDP and have to be integrated via third party software providers
• The product is offered as a full featured solution for all businesses and there is no scaled down version available for smaller companies looking for a lower cost option with reduced functionality

How it stacks up?

Access a head to head analysis of CSDP Service Relationship vs alternative software solutions.

Frequently Asked Questions (FAQs)