Case Study: Unified Communication Service Provider achieves 90% CSAT and 95% resolution rate with CSS Corp enterprise tech support

CSS Corp’s integrated enterprise product support reinstates the brand image for a unified communication service provider

CSS Corp helped a Unified Communication Service Provider that delivers cloud-based, fully managed and self-managed unified IT service solutions, including cloud file sharing with built-in communications and VOIP subscriptions. The customer was struggling with onboarding, poor technical support from a previous vendor, rising escalations to L3, unresolved issues, and damage to its brand image.

CSS Corp implemented an integrated enterprise support model with L1 and L2 support, a Customer Service Desk, and VOIP specialists to handle onboarding, troubleshooting, product/UI training, router deployment, and network setup. The results included a 90%+ CSAT score, a 20% reduction in escalations to L3, a 95% resolution rate, and a 30% reduction in support costs.