Client Situation - The client works in cyber security providing enterprise security services for employees working in headquarters, remote and on mobile. Their existing support teams found it difficult to onboard and deploy their customers in the client’s cloud. Lack of L3 (highly technical) support prolonged issue resolution which resulted in a poor CSAT score of 60%. The client wanted a support partner with proven experience in enterprise security services for cloud based companies. CSS Corp was mandated to provide superior support, reduce support cost and deliver superior customer experience.
About Client - A global cloud-based information security company that provides cyber security in cloud computing, mobile and Internet of Things (IoT) centric environments.
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