Client Situation – The client provides technical services to customers through a network of service providers. They found it challenging to ensure low operational costs, and manage customer experiences. Their main focus was to reduce AHT and boost customer experience. They were looking for the right partner who could help consolidate their vendor network, achieve cost reduction and increase customer satisfaction in the long run.
The engagement talks on how CSS Corp helped a Fortune 500 company maintain a business-as-usual momentum all through the pandemic. CSS Corp provided diverse L1 technical support, Repair LOB support, and CRM support for Smart Desktops across multiple channels and geographies. The engagement highlights the need for business resilience that can withstand adversities with prompt speed and agility, and at scale.
About Client - The client is a Fortune 500 global technology company offering communications, network services, security, cloud solutions, voice, and managed services. It has a global presence in North America, LATAM, Asia Pacific, and EMEA.
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