Case Study: Intelligent Network Security Solutions Provider achieves 60% lower support costs with CSS Corp

CSS Corp delights the customers of an intelligent network security provider through comprehensive enterprise technology support

Intelligent Network Security Solutions Provider, a global enterprise focused on intelligent network security, email security, and secure mobile access, needed better multi-channel technical support for demanding and technically sophisticated customers. The company was struggling with limited support capabilities, high operating costs, support-staff retention issues, and customer complaints about downtime.

CSS Corp implemented Global Priority Support (L2 & L3) with proactive services, dedicated account management, and technical resources across voice, web, email, chat, and remote control support. CSS Corp also supported firmware beta testing and troubleshooting, delivering a 60% reduction in support cost, 24/7 coverage with zero downtime visibility, a 66.67% improvement in turnaround time from 3 days to 1 day, and an over 85% CSAT score.