CSS Corp - Company of the Year - Computer Services
Company: CSS Corp, Milpitas, CA
Company Description: CSS Corp is a new-age IT services and technology support company that harnesses the power of AI, automation, analytics, cloud, and digital to address customer needs. The company partners with leading enterprises to help realize their strategic business outcomes. Its team of 8,000+ technology professionals across 18 global locations is passionate about helping customers differentiate and succeed.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Computer Services - Large
Nomination Title: CSS Corp
The year 2021 marks a historic moment for CSS Corp as we complete 25 years of delivering our promise of reimagining customer engagements for clients led by our core values - ‘DREAM’ (Dare to Excel, Respect People, Emulate Integrity in all Dealings, Agility in everything we do, Make Customer Success our top priority), the essence of which is based on the last core value.
CSS Corp is one of the world’s leading new-age IT services and technology support companies that harnesses the power of next generation technologies to address customer needs. Our team of 8,500+ technology professionals across 19 global locations provide services in 30+ international languages delivering strategic business outcomes for clients.
For over two decades, CSS Corp has been a preferred partner to 300+ global brands, including 30 of the top 50 global telcos, 6 of the top 10 networking players, 3 of Fortune 25 consumer electronics giants, world’s most valued company, and the 2nd largest FMCG company, among other leading global brands. Our robust global delivery model brings together the best-in-class people, processes, and technology for innovation, service delivery, and quality assurance. The company’s 100% client reference-ability track record stems from best-in-class digitally-infused customer service operations.
Our CEO, Manish Tandon, won the Gold Stevie® in the category of ‘Executive of the Year": https://www.theweek.in/wire-updates/business/2020/09/17/pwr13-css-corp.html
2021 Gold Stevie® Award for its Customer Experience Transformation Platform: https://www.csscorp.com/allnews/css-corp-wins-2021-gold-stevie-award-sales-customer-service/?type&;categories=2021&month
Gold at the 12th Annual 2020 Golden Bridge Business and Innovation Awards®: https://www.aninews.in/news/business/css-corp-wins-gold-at-the-12th-annual-2020-golden-bridge-business-and-innovation-awards17420201028174209/
2020 BIG Innovation Award: https://www.business-standard.com/article/news-ani/css-corp-wins-the-2020-big-innovation-award-120013101135_1.html">https://www.business-standard.com/article/news-ani/css-corp-wins-the-2020-big-innovation-award-120013101135_1.html
Outsourcing Provider of the Year 2020 at Stevie® Awards: https://www.theweek.in/wire-updates/business/2020/03/09/pwr19-css%20corp.html
Outsource Partner of the Year 2020’ at Excellence in Customer Service Awards: https://www.outlookindia.com/newsscroll/css-corp-wins-outsource-partner-of-the-year-2020-at-excellence-in-customer-service-awards/1818066
GOLD for Contact Center of the Year 2020: https://blog.csscorp.com/css-corp-wins-gold-at-the-customer-sales-and-service-world-awards-2020
Two Silver Stevie® Awards at the 2020 International Business Awards®: https://www.theweek.in/wire-updates/business/2020/09/21/pwr14-css-corp.html
Staying Resilient in the face of the Pandemic
Website: https://www.csscorp.com//
100% Work from Home transition: https://bit.ly/38pWE3A
Rolled out pay hikes and increments: https://economictimes.indiatimes.com/jobs/cos-that-chose-to-shield-staff-during-the-storm/articleshow/76051891.cms
Hiring plans during COVID-19: https://www.youtube.com/watch?v=Afdi1NaGqho
CHEER framework: https://yourstory.com/socialstory/2020/10/world-mental-health-day-corporates-wellbeing-employees
Driving high employee morale: https://www.cxotoday.com/news-analysis/tech-firms-put-mental-health-at-the-top-of-the-agenda/
CSS Corp Resilience Story: https://www.ciol.com/bcp-playbook-css-corps-resilience-frameworks-drew-cheers-employees-customers/
Virtual Onboarding: https://www.facebook.com/PeopleMatters/videos/hiring-week-top-jobs-in-india-with-css-corp/647978932773920/
50+ analyst recognitions, 15 of which are leadership quadrant positions.
CSS Corp ranks 6th globally in HFS Research for Top Digital Associates Services Companies: https://www.csscorp.com/allnews/css-corp-ranks-6th-globally-hfs-research-top-digital-associates-services-companies/?type&;categories=2021&month
Ranked as a Leader across all 4 market segments in NelsonHall’s NEAT Vendor Evaluation: https://www.businesswireindia.com/css-corp-positioned-as-a-leader-across-all-four-market-segments-in-nelsonhall-s-neat-vendor-evaluation-for-cx-services-in-telecom-and-media-69071.html
CSS Corp Transforms Both CX and EX, says ISG Analyst, Namratha: https://www.youtube.com/watch?v=11OTgg6AceA
When the pandemic struck, CSS Corp was one of the first IT services companies to move to a 100%WFH model as onMarch 23, 2020. This was accomplished using its proprietary RESILIENCE framework. It ensured 100% SLA adherence, business continuity for customers, and 100% safety for employees. CSS Corp led with empathy and rolled out annual increments, 100% variable pay, and promotions in April 2020. It emerged rock solid with its hiring plans, growing headcount by 22% in 2020 through virtual onboarding. Our industry-acclaimed CHEER framework for employee engagement has been instrumental in driving high employee morale and positivity. This has brought the attrition levels to an all-time low.
We are the only services company with a growth rateof 30% during the pandemic (against an industry consensus of flat growth), winning 25+ transformative dealsjust in the last year. This growth has been possible owing to our unique managed services value proposition bringing together 15+ proprietary solutions, deep domain expertise and a reliable global service delivery ecosystem. CSS Corp’s technology solutions, including our Customer Experience Transformation platform, which recently won the 2021 Gold Stevie, and Contelli, our AIOps platform, take an outcome-based approach and leverage best-in-class cognitive RPA, AI, Automation, augmented reality, and advanced analytics to revolutionize the end-to-end support operations. Today, CSS Corp has globally emerged as the most awarded IT service provider under $1 billion revenue winning 74 awards in the last 3 years including 17 Stevies®.
What is truly unique about us is how we are transforming business models for a large proportion of our customers. We offer innovative outcome-based and gain-sharing models, which other companies are hesitant in providing. Our unique engagement models take a skin-in-the-game proactive approach vs. a break-fix approach of traditional engagement models. In these performance-based commercial models, we are paid or penalized purely on outcomes achieved.
There are practically no service providers that can transform a support cost center into a profit center. We have successfully done it by leveraging gain-sharing models. E.g., for a large networking client, our innovative offerings transformed a cost of $3 per incoming support call into profit of $1.2 per call. For an IP telephony client, we transformed our engagement from FTE-based pricing to a managed services partnership model with outcome-based commercials where we are paid on the number of monthly active subscribers. The innovative model enabled a jump of 21.6% in the client’s active subscribers.
In the last two years, CSS Corp has globally emerged as the most recognized IT and contact center service provider of its size in the industry. We have been accredited by top analyst firms like Gartner, Forrester, Everest, HfS, and NelsonHall as being among the best in the industry. With a 2020 Gold Stevie award-winning CEO at the helm, we believe we are well on the way to become the strategic partner of choice over the next decade with our business transformation themed IT and support services.