Case Study: Largest Multi-brand Retailer achieves faster resolution and better customer experience with CSS Corp

Amplifying Customer Experience for the Eighth Largest Multi-brand Retailer in the US

CSS Corp helped the Largest Multi-brand Retailer, an 8th-largest U.S. retailer with 1,800+ stores across 50 locations, address the challenge of delivering a consistent, personalized customer experience across its brick-and-mortar and digital operations. The retailer needed to stabilize and streamline tightly connected store functions such as inventory, pricing, billing, POS, returns, customer support, and back-end application management.

CSS Corp implemented L2 helpdesk and application support across stores, POS, FRS, corporate systems, connectivity, cloud and compute, and supply chain operations, powered by its Contelli AI-driven IT management solution and a knowledge base-led support model. The engagement delivered an 85% case solution rate, 95% resolution rate, 5x faster mean-time-to-resolve, under 5% call abandon rate, and 25% lower TCO, improving operational efficiency and customer experience.