Case Study: Leading Networking Equipment Company improves support efficiency and customer experience with CSS Corp

Routing efficiency and superior customer experience

Leading Networking Equipment Company, a market leader in IP-based networking equipment for web and video conferencing, was struggling with inefficiencies in its L1 and L2 support model. Narrow support boundaries, limited agent access to information, and frequent escalations to L2 were driving up workload and prolonging turnaround times, hurting the end-customer experience. CSS Corp was brought in to help improve support effectiveness and customer satisfaction.

CSS Corp implemented an employee exchange program and a universal agent model, supported by multi-skill and tools training in tech support, account management, API, SSO, and administrative tools. This streamlined process helped L1 agents resolve more issues directly, reduced L2 escalations from 5% to 1.5%, improved support quality to over 89%, and delivered a CSAT score above 4.5 out of 5.