Case Study: Network Security Company improves customer support and CSAT with CSS Corp

Holistic Product Life-Cycle Support Drives Services Optimization for a Next-Generation Network Security Company

Network Security Company, a fast-growing network security provider offering routers, SSL technologies, and NAT products, needed CSS Corp’s help to build a mature customer support function. As rapid growth outpaced their support operations, they lacked formal technical support processes, systems, and the ability to measure engineer productivity or identify improvement areas.

CSS Corp implemented a holistic support model using Salesforce Service Cloud, CRM-CTI-IVR integration, knowledge base development, and structured lifecycle management processes. The program also included agent training, multilingual support setup, and governance controls, resulting in first-day resolution rates improving from 32% to 46%, CSAT rising to 9.3/10, and call closure rates consistently reaching 90%.