Case Study: US-based Leading Streaming Services Provider achieves seamless customer support growth with CSS Corp

US-based Leading Streaming Services Provider - Customer Case Study

US-based Leading Streaming Services Provider needed to expand customer support for its streaming entertainment devices as sales grew rapidly and its existing support arrangement could no longer meet demand. CSS Corp was brought in initially for L1 support, starting with a small team and handling voice, email, and chat inquiries for the device service.

CSS Corp scaled the engagement into a sole-supplier, geo-split support model across Manila and Chennai, added payment gateway and CRM integration for extended warranty services, and implemented training, reporting, and workforce management processes. The partnership improved customer satisfaction, enabled unified operations and redundancy, and helped generate an additional US$20,000 in monthly revenue through cross-selling, while supporting more than 100,000 interactions per month.