netrashetty
Netra Shetty
CDI Corporation supplies engineering, information technology and staffing services to customers in the United States, Canada and the United Kingdom. The company has four divisions, Anders, Engineering Services, Information Technology Services and Management Recruiters International.
CDI Engineering Solutions creates long-term alliances with its customers and provides a cost-effective, single-source of engineering services and professional staffing. As a core supplier, this CDI division is able to develop an understanding of its customers overall business needs as well as the unique technical needs of their engineering projects.
With offices throughout North America as well as joint ventures in Kuwait and Mexico, the CDI Engineering Solutions division provides engineering outsourcing, project management and professional services to Global 1000 clients in the aerospace, government services, infrastructure, life sciences and process & industrial markets.
CDI Engineering Solutions is divided into five vertical market sectors:
With offices throughout North America as well as joint ventures in Kuwait and Mexico, the CDI Engineering Solutions division provides engineering outsourcing, project management and professional services to Global 1000 clients in the aerospace, government services, infrastructure, life sciences and process & industrial markets.
CDI Engineering Solutions is divided into five vertical market sectors:
CDI-Aerospace
CDI-Government Services
CDI-Infrastructure (L.R. Kimball)
CDI-Life Sciences
CDI-Process & Industrial
CDI Engineering Solutions also provides engineering and staffing outsourcing solutions in Canada through CDI Professional Services Ltd.
Service Desk
Quality Management
Application Life Cycle Management
IT Process Management
IT Operations
Staff Augmentation
Direct Hire
Managed Staffing
Case Studies
White Papers
ebrochures
For most companies, the starting point for achieving Service Management excellence is their capability to support enterprise and end user technologies, often referred to as Help Desk or Service Desk. A well-run Service Desk does more than support business processes and control costs. It creates customer satisfaction and provides end users with an optimal "face to IT". In fact, a 2010 HDI study revealed that 84% of the people they surveyed indicated they derive their perception of IT from interactions with the Service Desk.
For organizations that require superior customer support, both internal and external, CDI provides best-in-class Service Desk experience from our US-based service Centers of Excellence (CoE). Built upon a foundation of industry-standard HDI and ITIL practices, CDI provides flexible, scalable and unique "blended" service models that enable our clients to reduce their cost of support by 25% or more, in line with offshore providers. CDI's commitment to metrics-driven results and to retaining and developing our professional support personnel contribute to end user satisfaction levels of 90% or more. With more than 300,000 incidents handled annually, CDI is well-suited to handle everything from Level 1, 2 and 3 support up to and including all Service Management needs.
CDI Services
CDI's application and infrastructure support services are designed to specific client needs to ensure total satisfaction. Some examples of specific services we provide include:
Level 1,2,3 support
Phone, chat, email and web support
Full incident, problem management
Complex Service Desk IT projects including test labs and network portals
Disaster recovery and business continuity for operations
Consulting support for creating a tailored customer experience
Integration of service transition processes including change management, release management and asset management
Design and implementation of knowledge-based self-help solutions
Call management optimization
Service level management and metrics/KPI development
Proven Approach
CDI’s extensive Service Management expertise and methodology support a wide range of service desk functions including on-site and remote support, desk-side support and multiple methods of interaction such as phone, chat, email and web self-service. Our North American-based CoE provides the advantages of same time zone and cultural similarities allowing for successful end user and management communication. CDI utilizes the following framework to ensure consistent, scable and high-quality delivery for companies of any size and industry:
US-based Service Centers of Excellence: We invest in facilities that allow us to manage our client engagements to the highest levels of customer satisfaction. Our rural sourcing model provides a cost-competitive solution compared to offshore sourcing models. By using a physical location for our call centers, our teams can detect trends and share information faster, providing significant benefits to our customers.
Skilled, Stable IT Talent: Our low single-digit turnover means that when calls are received, they are answered by an agent familiar with the customer and can address an issue quickly and efficiently. Our fully-trained, stable workforce is knowledgeable in the requisite technology and client-specific environment, allowing us to achieve the highest levels of customer satisfaction and first-call resolution.
Enterprise-caliber Tools and Technology: CDI utilizes incident and problem management, integrated call management and workforce management systems, as well as custom implementations of leading technology such as pop-up identifiers and a local Google mini. This range of technology supports efficient service and high ticket closure rates. CDI is also well-versed in leveraging third-party solutions from HP, BMC, CA and other large vendors.
Certified Processes: CDI's HDI certification indicates that our processes were developed to meet world-class standards in 8 categories encompassing 64 different metrics. CDI processes have been certified since 2007 and continue to meet internationally-recognized standards for both completeness of the methodology and our adherence to it in servicing our clients.
Metrics-driven Operations: Our operations are managed with granular attention to metrics, resulting in industry-leading SLAs and performance. Our clients have enjoyed results including:
First-call resolution at more than 35% above the industry average
Customer satisfaction scores that consistently exceed expectations
Abandonment rates 20% lower than industry norms
Continuous Improvement: Our processes allow for feedback loops that provide information needed to make adjustments and improvements throughout the life of our client engagements. We constantly evaluate the thoroughness of our agents and the completeness of the knowledge base and work with our clients to improve our service to their users. By monitoring both call types and caller demographics on a weekly and monthly basis, CDI helps identify root-causes for call volume and offers suggestions to eliminate common issues. Tracked metrics also provide the basis for new knowledge based articles to provide self-help options and help speed resolution by our agents.
Bottom-Line Benefits
CDI brings together professional IT talent, enterprise-caliber support tools, ITIL-based processes and world-class facilities to support a wide range of technologies across multiple industries to deliver results such as:
Reduce end user support costs by 30% or more
Deliver end user satisfaction ratings of 90% or more
Resolve 85% of incoming issues on the first call
Reduce the need for desk side support by up to 50%
Recover 10-20 days for each application developer annually
CDI Engineering Solutions creates long-term alliances with its customers and provides a cost-effective, single-source of engineering services and professional staffing. As a core supplier, this CDI division is able to develop an understanding of its customers overall business needs as well as the unique technical needs of their engineering projects.
With offices throughout North America as well as joint ventures in Kuwait and Mexico, the CDI Engineering Solutions division provides engineering outsourcing, project management and professional services to Global 1000 clients in the aerospace, government services, infrastructure, life sciences and process & industrial markets.
CDI Engineering Solutions is divided into five vertical market sectors:
With offices throughout North America as well as joint ventures in Kuwait and Mexico, the CDI Engineering Solutions division provides engineering outsourcing, project management and professional services to Global 1000 clients in the aerospace, government services, infrastructure, life sciences and process & industrial markets.
CDI Engineering Solutions is divided into five vertical market sectors:
CDI-Aerospace
CDI-Government Services
CDI-Infrastructure (L.R. Kimball)
CDI-Life Sciences
CDI-Process & Industrial
CDI Engineering Solutions also provides engineering and staffing outsourcing solutions in Canada through CDI Professional Services Ltd.
Service Desk
Quality Management
Application Life Cycle Management
IT Process Management
IT Operations
Staff Augmentation
Direct Hire
Managed Staffing
Case Studies
White Papers
ebrochures
For most companies, the starting point for achieving Service Management excellence is their capability to support enterprise and end user technologies, often referred to as Help Desk or Service Desk. A well-run Service Desk does more than support business processes and control costs. It creates customer satisfaction and provides end users with an optimal "face to IT". In fact, a 2010 HDI study revealed that 84% of the people they surveyed indicated they derive their perception of IT from interactions with the Service Desk.
For organizations that require superior customer support, both internal and external, CDI provides best-in-class Service Desk experience from our US-based service Centers of Excellence (CoE). Built upon a foundation of industry-standard HDI and ITIL practices, CDI provides flexible, scalable and unique "blended" service models that enable our clients to reduce their cost of support by 25% or more, in line with offshore providers. CDI's commitment to metrics-driven results and to retaining and developing our professional support personnel contribute to end user satisfaction levels of 90% or more. With more than 300,000 incidents handled annually, CDI is well-suited to handle everything from Level 1, 2 and 3 support up to and including all Service Management needs.
CDI Services
CDI's application and infrastructure support services are designed to specific client needs to ensure total satisfaction. Some examples of specific services we provide include:
Level 1,2,3 support
Phone, chat, email and web support
Full incident, problem management
Complex Service Desk IT projects including test labs and network portals
Disaster recovery and business continuity for operations
Consulting support for creating a tailored customer experience
Integration of service transition processes including change management, release management and asset management
Design and implementation of knowledge-based self-help solutions
Call management optimization
Service level management and metrics/KPI development
Proven Approach
CDI’s extensive Service Management expertise and methodology support a wide range of service desk functions including on-site and remote support, desk-side support and multiple methods of interaction such as phone, chat, email and web self-service. Our North American-based CoE provides the advantages of same time zone and cultural similarities allowing for successful end user and management communication. CDI utilizes the following framework to ensure consistent, scable and high-quality delivery for companies of any size and industry:
US-based Service Centers of Excellence: We invest in facilities that allow us to manage our client engagements to the highest levels of customer satisfaction. Our rural sourcing model provides a cost-competitive solution compared to offshore sourcing models. By using a physical location for our call centers, our teams can detect trends and share information faster, providing significant benefits to our customers.
Skilled, Stable IT Talent: Our low single-digit turnover means that when calls are received, they are answered by an agent familiar with the customer and can address an issue quickly and efficiently. Our fully-trained, stable workforce is knowledgeable in the requisite technology and client-specific environment, allowing us to achieve the highest levels of customer satisfaction and first-call resolution.
Enterprise-caliber Tools and Technology: CDI utilizes incident and problem management, integrated call management and workforce management systems, as well as custom implementations of leading technology such as pop-up identifiers and a local Google mini. This range of technology supports efficient service and high ticket closure rates. CDI is also well-versed in leveraging third-party solutions from HP, BMC, CA and other large vendors.
Certified Processes: CDI's HDI certification indicates that our processes were developed to meet world-class standards in 8 categories encompassing 64 different metrics. CDI processes have been certified since 2007 and continue to meet internationally-recognized standards for both completeness of the methodology and our adherence to it in servicing our clients.
Metrics-driven Operations: Our operations are managed with granular attention to metrics, resulting in industry-leading SLAs and performance. Our clients have enjoyed results including:
First-call resolution at more than 35% above the industry average
Customer satisfaction scores that consistently exceed expectations
Abandonment rates 20% lower than industry norms
Continuous Improvement: Our processes allow for feedback loops that provide information needed to make adjustments and improvements throughout the life of our client engagements. We constantly evaluate the thoroughness of our agents and the completeness of the knowledge base and work with our clients to improve our service to their users. By monitoring both call types and caller demographics on a weekly and monthly basis, CDI helps identify root-causes for call volume and offers suggestions to eliminate common issues. Tracked metrics also provide the basis for new knowledge based articles to provide self-help options and help speed resolution by our agents.
Bottom-Line Benefits
CDI brings together professional IT talent, enterprise-caliber support tools, ITIL-based processes and world-class facilities to support a wide range of technologies across multiple industries to deliver results such as:
Reduce end user support costs by 30% or more
Deliver end user satisfaction ratings of 90% or more
Resolve 85% of incoming issues on the first call
Reduce the need for desk side support by up to 50%
Recover 10-20 days for each application developer annually