Case Study: Global Networking Equipment Supplier achieves zero-downtime European support with CSS Corp

CSS Corp provides high end technical solutions for a global networking equipment supplier

CSS Corp supported a Global Networking Equipment Supplier that designs and sells DPI, PCRF, data analytics, and reporting hardware, software, and services. The customer needed high-end technical and quality assurance support for its enterprise networking products, especially across its strong European customer base, while also facing high operating costs and retention challenges in its support team.

CSS Corp set up a dedicated multilingual support center in Poland, providing technical support in English, Spanish, Russian, Arabic, French, and German, along with testing CoE coverage from Chennai and Poland across APAC, EMEA, and the USA. This helped CSS Corp deliver 24/7 uninterrupted coverage with zero downtime, achieve over 85% CSAT, meet 94% of SLAs, and reduce support costs by 50% through backup resources.