Case Study: Global Cloud-Based Information Security Company achieves superior customer experience with CSS Corp enterprise tech support

CSS Corp implements a robust support framework and delivers seamless support to a cloud based security enterprise

CSS Corp worked with a global cloud-based information security company that provides cybersecurity for enterprises across cloud, mobile, and IoT environments. The customer was struggling to onboard and deploy users into its cloud environment, and limited L3 support slowed issue resolution, leading to a low CSAT score of 60%. It needed a support partner with proven cloud security expertise to reduce support costs and improve customer experience.

CSS Corp implemented an enterprise tech support framework covering customer support, deployment services, L3 escalation support, Technical Account Management (TAM), and consulting services. With this multi-channel, multilingual support model, CSS Corp helped the customer streamline deployments, resolve issues faster, and lower support costs. The results included CSAT improving to over 80%, more than 25% reduction in support cost, and a 95.83% improvement in response time to under one hour.