Tech support which tunes enterprise performance to achieve competitive differentiation, business growth and profitability
Enterprise tech support is a highly complex and niche area. You need specialists and partners with excellent track record to make the big difference while catering to Level 1 to Level 4 product support, product sustenance and quality assurance. A world class product needs to have world class support framework. Its connected nature needs even more agility and platform agnostic skills for better support. We believe in cutting edge technology and create solutions that utilize it. CSS Corp provides world-class enterprise tech support offerings across the entire enterprise ensuring all your business goals are aligned with technology readiness.
Why CSS Corp
Over a decade of serving market leaders and insights gained from a billion transactions has shaped us to be a matured partner offering a robust portfolio of enterprise tech support services. Enterprise tech support focuses on reducing complexity in technology and assured quality and operational effectiveness. CSS Corp has been successful in providing platform-agnostic tech support solutions that have added strategic value to product companies and ISVs. We assure you high CSAT and resolution rates through our depth & breadth of tech support services. We are your true support partner in growth and guarantee a smooth risk-free transition that is cost efficient and delivers better ROI. The crux of our superior service delivery model is built on high quality people, process and technology. Our Active Delivery Framework ensures that the solutions we provide are pre-emptive in nature and aligned to your business goals. It also allows you to be flexible to scale up based on your business needs.
Our services address both the front office that have high customer interaction and back end service administration. This includes outreach services and all aspects of customer advocacy. CSS Corp optimizes your end-user experience, driving top-line revenue and bottom-line savings from the contact center. We have a rich track record of supporting customer care functions of leading companies across varied industries.
- Multi-lingual call management – phone, email, web, chat, fax
- Entitlement and verification
- Customer database/ CRM management
- Education services: Certification & registration for training
- Self service administration
- E-support administration
- Customer advocacy
- RMA & logistics support
- Licensing & activation services
- Ordering & contract administration
- Sales support
We provide Level 1 to Level 3 product support. Our tech support services are extended to offer premium support services – either language or near shore to end customer, dedicated (named) engineer services, focal support for key accounts. The Technical Assistance Center (TAC) services have added capability to offer proactive services combined with some aspects of remote monitoring offered by MI.
- Tier1/2/3 – leading to resolution support via phone, email, web, chat, social, forums, remote login
- Multi-lingual support – Asian and European languages
- Proactive support
- Resident engineer support
- Resolution support
- Dedicated engineers – Premium customer support
Our services extend remote support to field support for both break-fix, design and build on customer site. Services primarily cater to Professional Services Organization (PSO) of the product companies that operates with TAC, sales, and partner teams. This service components such as design desk, channel sales group, BOM services help optimize PSO function by creating a back-end PSO organization. We also provide testing 3rd party components, solution testing and integration and development of custom builds that ensure successful product roll out and adoption.
- Product installation / commissioning
- Field support maintenance
- Product upgrade / migration services
- Product design / Planning
- Product Integration & Testing
- Technical Sales Support
CSS Corp creates service extensions for our existing customer base and prospects as we have developed the expertise and proven capability to evolve from being totally focused on the support business of a product company or ISVs. Our knowledge services provide on demand CRM Services, social media solutions, knowledge engineering & support, BI, knowledge management with Knowledge Centric Support (KCS) modelling, creation of cloud based process support systems and tools.
- Knowledge mining, analytics & BI
- KCS & self-service frameworks
- Social media, multichannel support & CRM services
- Support process optimization
- 24/7 support in 25 languages , cutting across time zones and geographies
- Premium support team with zero support investment
- Continuous process improvement, highly metrics driven approach and adopt industry best practices
- Increased performance, improved security and bandwidth management of connected applications, platforms and devices.
- Strong processes and standards (CMMI Level 5, ITIL v3, COPC, Six Sigma, PCMM Level 5)
- Trained support professionals to deliver brand-agnostic support across various products, services and technologies