Case Study: Leading Technology Company improves customer satisfaction with CSS Corp’s predictive early warning system

Leading Technology Company - Customer Case Study

CSS Corp helped a leading technology company with 1,800+ employees across four countries and more than 2,000 support cases per month. As the company expanded its networking hardware and software portfolio, it struggled to bring predictability to support operations, reduce DSAT, and match the right engineer to each case using largely manual processes.

CSS Corp implemented a predictive early warning system using CRM data, behavioral clustering, machine learning, text mining, and Tableau-based dashboards integrated with Salesforce. The solution automatically classified cases, estimated time to resolution with more than 75% accuracy, and enabled proactive case management, leading to a 10–15% improvement in time to resolve, a 15% lift in CSAT, and a 20% increase in agent performance.