Case Study: World’s 5th Largest Enterprise Networking Company boosts CSAT and call success with CSS Corp

Predictive Technical Support Operations Amplifies Customer Experience for World’s 5th Largest Enterprise Networking Company

CSS Corp worked with the World’s 5th Largest Enterprise Networking Company, a global hardware supplier of networking, switches, security, and routing equipment. The customer’s long-standing support model had capability gaps, undefined service levels, no knowledge repository, and weak incident/problem management, which drove rising ticket volumes, higher costs, and declining engineer productivity.

CSS Corp implemented a three-part support improvement program covering service transition, expansion, and optimization, including 24x7 multilingual SLA-based support, two-tier case resolution, knowledge management, and full-cycle incident/problem management. The result was stronger customer experience and measurable gains: CSAT consistently reached 85%, call abandon rates dropped below 3%, and engineer call success improved to 68%.