Case Study: Multinational Computer Hardware and Electronics Company achieves 20% higher CSAT with CSS Corp's Six Sigma Support Solution

Weeding out RMA errors to deliver superior customer experience

CSS Corp worked with a multinational computer hardware and electronics company that was struggling with poor customer satisfaction due to faulty Return Merchandise Authorization (RMA) handling. Errors in the prior support model caused delayed warranty replacements, wrong product shipments, unresolved issues, and repeat calls, driving CSAT down to 65% and RMA error rates as high as 45%.

To address this, CSS Corp set up a dedicated, trained RMA team and added a stringent quality audit process to reduce ticketing errors and improve support consistency. With this six-sigma support approach, CSS Corp lowered product replacement errors to 4%, cut overall RMA error to 3%, improved FCR to 68% from 55%, and raised CSAT to 78%, delivering a much better end-customer experience.