Active 360+ Product Lifecycle Management
Seamless product lifecycle support to enhance customer loyalty
Today, enterprises find it difficult to manage their customer experiences. Disparate systems, multiple channels and multi-touch points make it very tough for enterprises to manage customers and their experiences. Since data is available in silos across an enterprise, it becomes challenging to access customer insights in totality that would improve ways to engage with their customers. This translates to low brand stickiness and visibility. Improving the customer experience doesn’t have to be a guessing game. CSS Corp’s Active 360+ Enterprise Product Lifecycle Services enables enterprises to think of the BIG picture and measure overall customer satisfaction instead of individual customer interactions. This creates happier and more loyal customers.
Why CSS Corp
CSS Corp is a leader in technology support. Our pedigree in providing world-class tech support solutions to some of the largest enterprise-class product companies gives us insights to create a painless product experience called Active 360+.
Active 360+ offers our customers a comprehensive 360 degree support model, that integrates all the customer engagement touch points, right from customer acquisition to post-sales support and all the way to end-of-life support. At CSS Corp, we leverage best practices, robust processes, deep technology expertise and world-class support frameworks to deliver superior end-to-end support services. Our Active 360+ services augments your sales initiatives to provide increased customer stickiness thereby reducing customer churn. We layer an analytics platform spanning across our support channels, whereby we are able to provide a comprehensive view of the customer transactions across multi-touch points through a single dashboard. This dashboard tracks performance, functionality and reliability of your product to ensure customer satisfaction and loyalty. Our engineers are experts across carrier, enterprise and application infrastructure domains.
CSS Corp also tracks the individual interactions of your customers like FCR, VOC, NPS, SLA compliance etc., along with measuring the overall customer satisfaction of all the transactions. This helps you get a more accurate view of how satisfied a customer is with the support interaction they experience.
- Sales support: Across the complete sales lifecycle covering database led lead generation, creating product /tech driven campaigns, sales MIS, pipeline analysis, channel support, solutioning & proposal preparation
- Post-sales support: Includes the welcome center for customer care, RMA & AMC and contract administration
- Technical support: Covers L1-L3 tech support for enterprise-class technology support and knowledge services. Our services are offered through voice, chat, email, social media channels
- End of life support: Helps enterprises concentrate on their in-house expertise in building new products or versions. Services include end of life revenue share support, sustenance engineering and L4 support
- Value added services: Includes professional services that covers solution development, testing/solution validation, interworking certifications, field/remote support, technical documentation, pre-sales and proactive support. It also includes benchmarking and governance services. Analytics services which analyses structured and unstructured data is also offered to customers
- End-to-end product lifecycle support: The Active 360+ ecosystem delivers superior customer experience throughout the product lifecycle to enhance customer retention and increase lifetime value of customer relationships
- Y-O-Y cost reduction and increase in productivity: We deliver continuous optimization with enterprise level process methodology that captures detailed sub-activities and metrics. Measures like self-help and enhanced agent productivity aligned with our proprietary Active Delivery Framework ensures ongoing productivity gains by 5% – 8% annually
- Real-time reporting & dashboards: A singular view of all customer data, giving you up-to-date information on your customer’s interactions across all transactions/interactions
- Multi-lingual support & global delivery model: CSS Corp helps clients leverage the right locations for a superior customer experience at an optimal price. We do this by integrating advanced collaboration tools to deliver operations from 15 global delivery centres in as many as 25 languages