Case Study: US-based Global Network and Enterprise Security Company achieves faster case closures and higher CSAT with CSS Corp

Simplifying Complex Technical Support Operations through Proactive Service Delivery for a Leading Security Major

CSS Corp worked with a US-based global network and enterprise security company offering a cloud-based firewall platform for network visibility and security. As the customer’s support needs grew, its service desk struggled to scale, ticket volumes were becoming harder to manage, and inefficient processes plus limited tools for securing the enterprise layer increased delivery risk.

CSS Corp addressed these challenges by implementing a TAC strategy and roadmap, building agent capabilities through training and knowledge management, and introducing stronger service governance with real-time dashboards and KPIs. The result was faster case closures above 93%, a 95% audit-and-close rate, CSAT of 89% versus an 85% target, and case escalations reduced to under 2.5%, all supported by more automated and standardized support operations.