Case Study: Leading Wireless Broadband Solutions Provider achieves 96% CSAT with CSS Corp enterprise tech support

CSS Corp implements a robust support framework and ensure a seamless end-customer experience

CSS Corp helped a leading wireless broadband solutions provider strengthen its enterprise tech support. The customer was struggling with a 15-day Time To Customer (TTC), low Fault Detection and Classification (FDC) of 15%, 250 unresolved support cases, and a poor CSAT score of 60%, all of which were hurting customer satisfaction and brand image.

CSS Corp implemented global priority support with proactive services, dedicated account management, and technical resources to improve support quality and speed. As a result, CSAT rose to 96%, TTC improved by 73.33% to under 4 days, FDC increased by more than 40% to above 55%, and unresolved issues were cut by 60%, helping restore customer trust and strengthen the brand.