Case Study: Global Telecommunications Giant achieves 94% end-to-end automation with CSS Corp RPA

RPA Empowers Agents Deliver Operational Efficiencies in a Support Environment

CSS Corp helped a global telecommunications giant modernize its welcome center support operations. The customer handled a large volume of multilingual support requests across phone, live chat, web portal, and email, and wanted to use robotic process automation (RPA) and natural language processing (NLP) to improve customer experience, speed up resolutions, and lower operational costs. They also needed automated email-to-case conversion in Salesforce.

CSS Corp implemented RPA bots to automate two key processes: Update CPU and Maintenance Contract. The bots scanned email content and headers, validated customer data, created and routed cases, updated records in the Enterprise Licensing Portal, and triggered customer notifications when needed. The solution delivered 94% end-to-end automation with human-less intervention, cut average handling time from 15 minutes to 30 seconds per case, and improved operational effectiveness by 14%.