Case Study: Global Storage Manufacturer achieves superior multi-channel customer service with CSS Corp

Driving Digital Multi-channel Success for a Global Storage Manufacturer

Global Storage Manufacturer, a global leader in storage devices, needed to stand out in a highly competitive market by delivering superior service and a better customer experience. CSS Corp was brought in because the company’s digital support capabilities were limited, especially for localized, multi-time-zone support and for handling fast-growing regional case volumes.

CSS Corp implemented a multi-channel, multi-lingual support model with digitized operations, modular service support, and service delivery optimization, including speech analytics, early warning systems, log analysis, dashboards, and a knowledge base platform. The solution also added tier-one support across 9 languages, 24/7 email support, and social media coverage, helping the company boost quality scores to 90%, achieve 97% SLA compliance, and raise NPS from 10 to 13.