Case Study: Leading Technology Services Company achieves seamless L1 support outsourcing success with CSS Corp

A leading technology services company tastes success in their very first attempt at outsourcing/partnering with CSS Corp as their sole support partner

Leading Technology Services Company, one of the largest independent technology support organizations in North America and Canada, wanted to move from an in-house model to outsourcing its customer support. CSS Corp was selected as its first partner because of its proven track record, transparent processes, cost-effective services, and scalable multi-geography support capabilities.

CSS Corp implemented a two-month transition and then took over the customer’s L1 support with separate teams for revenue administration, call reception, and Service Event Management. The engagement now includes a 23-member team handling about 400 calls and 1,500 to 2,000 non-voice tasks per month, supported by CSS Corp’s Casetracker system for centralized customer and ticket data, historical reporting, better forecasting, and improved SLA management.