Case Study: Global Networking Company improves self-help support with CSS Corp

CSS Corp helps a growing global company empower its customers, partners, and employees to help themselves through enhanced self-help capabilities and knowledge base

Global Networking Company, a U.S.-based networking vendor offering enterprise wireless LAN and edge access networking equipment, needed to keep customer support costs manageable as its customer base grew. With call volume rising 15–20% quarter over quarter and new products on the way, the company wanted to strengthen self-help capabilities and improve documentation for customers and support teams. CSS Corp was brought in to help enhance the company’s knowledge base and self-service resources.

CSS Corp audited the existing environment, built a dedicated knowledge engineering team, created and standardized articles and tech notes, and integrated content management into Salesforce with approval workflows involving L3 engineers. The initiative improved the knowledge base from 1,400 to about 3,500 articles in 18 months, reduced config/how-to cases by 8–10%, and kept product-related case volumes stable over the last six quarters despite prior growth trends.