Case Study: Global Networking OEM Giant achieves 50% Cost Reduction and 95% CSAT with CSS Corp

Delighting Customers and Driving Cost Optimization for a Global Networking OEM Giant

Global Networking OEM Giant, a provider of enterprise networking, communications, and services to more than 830,000 customers worldwide, faced rising complexity from its scale. CSS Corp was brought in to address inconsistent customer experiences across geographies, fragmented support operations, and a lack of end-to-end product lifecycle support that was driving high costs.

CSS Corp implemented a relationship-centered, multi-lingual, multi-channel support model across centers in India, Mauritius, and Poland, covering global support and governance, support operations, and knowledge management. The solution delivered 24x7 tiered technical support, customer support, professional services, and proactive diagnostics for 25 products, resulting in a 50% reduction in operational costs, 95% CSAT scores, and improved quality scores of more than 80%.