Case Study: Leading Enterprise Company achieves operational resiliency with CSS Corp

Streamlining Operational Resiliency For A Network OEM Startup

CSS Corp worked with Leading Enterprise Company, a newly spun-off network OEM startup that was under intense pressure to stabilize operations quickly. With limited time and resources, the company faced challenges across calls, support requests, and transition management as it began serving customers independently.

CSS Corp delivered a transition program spanning platform/tools, people, processes, and professional services, including migration from SAP to Salesforce Service Cloud, CRM-CTI-IVR integration, knowledge base setup, multilingual support centers, and structured training and governance. The results included a CSAT of 9.3 vs. a target of 8.6, 90% case closure, a knowledge base of 4,000+ articles, RD1% improvement from 32% to 46%, resolution time reduced from 13.08 to 8.5, and a 10% reduction in operating costs.