Case Study: American Network Security Service Provider reduces Average Handling Time with CSS Corp enterprise tech support

CSS Corp enhances customer experience by reducing Average Handling Time with high end enterprise tech support

American Network Security Service Provider, an American network security enterprise specializing in advanced firewalls, needed a better way to support its North American and European customers. Its online knowledge base was too limited for self-service, call volumes were high, and Average Handling Time (AHT) had climbed to 1 hour—well above the industry norm—creating frustration for customers.

CSS Corp implemented high-end enterprise tech support with a global delivery model, multilingual coverage, 24/7 L3 support from Chennai and Utah, and its Active Edge framework for knowledge creation and publishing. The solution reduced AHT to under 10 minutes, improved performance by 83.33%, helped achieve a >90% CSAT score, delivered zero outage coverage, and increased self-help through 150 KB articles per quarter.