Case Study: Large Networking Company boosts customer experience and revenue with CSS Corp

Modernize Customer Interfaces and Create Revenue Streams through Premium Technical Support for a Large Networking Company

CSS Corp helped a large networking company operating in 25 countries modernize its customer support experience. The customer was facing rising support expectations, pressure to improve the customer journey, and the need to redesign an expensive support-center cost model while also finding new ways to generate revenue from support.

CSS Corp implemented a digitized delivery ecosystem and premium technical support model, including 24/7 multi-channel support, operational analytics, mobile renewals, and an out-of-warranty/out-of-scope hotline. The results included CSAT above 90%, NPS above 72, cost savings of more than 813%, a 90% increase in conversion rates, a 37% increase in average sale price, and a 95% resolution rate with return rates below 1%.