RESOLVING THE IT PUZZLE… Services... · Quality mgmt –Lean, Six Sigma, QoS CSS Corp’s...
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Transcript of RESOLVING THE IT PUZZLE… Services... · Quality mgmt –Lean, Six Sigma, QoS CSS Corp’s...
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RESOLVING THE IT PUZZLE…
Charlie RosenberrySVP & Head of Business Development
CSS Corp
Knowing your CIO & their
Demands
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Digital transformation (Workplaces & devices)
Hybrid IT infrastructure model
Shifting contract/deal structures
Improve customer experience
& workforce flexibility
Innovation and
continuous
service improvement
Consumerization of
IT services
Leverage disruptive
technologies: SMAC/automation
Capex to Opex
(Cost savings)
Business agility and
faster-time-market
Shared Service Center the changing dynamics
• CIOs are expected to transform IT and enhance businesses than
merely focus on providing IT solutions
• With disruptive technologies, CIOs are changing the way SSC’s
operate
• Today, SSC’s are shifting from being a mere cost center to a value
generation center
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Security MobilityAnalyticsCloud
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Cloud
DO YOU HAVE A ROBUST DIGITAL
STRATEGY TO MANAGE OVER
30 MILLION WEBSITE HITS?
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Customer need:
Fortune 50 FMCG company wanted to
consolidate and manage their websites globally
– Aging existing infrastructure & software stack
– Multiple data centers across the globe
– Managing heterogeneous environment
– Lack of flexibility to launch & alter campaigns
in short span
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Situation:
Cloud Story
– Infra & App migration roadmap
– Assessed customer IT environment
– Solution strategy for automated platform to host
campaigns / websites
– Devised architecture blueprint on AWS
– Design & setup DR roadmap
– Security Operations Center (SoC) for Cloud
– Comprehensive plan to migrate websites
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Strategy & Implementation:
Cloud
Security
Apps
CSS Corp Approach
Cloud
Benefits:
2000+Websites migrated Millions of savings
annually
7xTimes faster deployment
Tasks automation
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99.9%Website availability
SLA compliant
100%
Cloud
IS YOUR IT ENVIRONMENT SECURE?
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Customer need:
Fortune 300 company, second largest variety store chain in the U.S.
grappling with frequent downtime at PoS (Point of Sale)
Situation:
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– Very frequent cyber attacks on retail
stores
– Protect Intellectual Property (IP) &
customer information
– Reduce IT downtime
Security Story
Strategy & Implementation:
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– Stores vulnerability assessment through CATS
(Cyber Attack Thwart Services)
– Analyze customer IT environments including
PoS
– 24/7 monitoring of store systems like PoS and
in-store devices
– Real attacks simulated on a PoC before going
live
– iSoC (Intelligent Security operation Center)
used for real-time monitoring & resolution
Consulting
iSoCCATS
Security
Benefits:
24/7Threat protection
1176+Store’s including PoS managed
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<15Minute response from detection
95%Endpoint protection
Predictive protection
iSoC
Security
IS IT POSSIBLE TO PROVIDE YOUR
COMPANY INFORMATION TO OVER 3.6
MILLION CUSTOMERS ON THE MOVE?
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Mobility Story
A leading health insurer in the US wanted their company website to be
mobile-enabled to serve over 3.6 million active customers
– Complicated IT architecture with lot
of interdependency
– Absence of service layer to build
mobile solution
– Lack of standardized tools, systems
and self-help options
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Situation:
Customer need:
Mobility
– CSS Corp assessed the customer’s website
and IT architecture
– Implemented CSS Corp’s SMARTWeb
technology (tool that enables websites to
become mobile-friendly)
– Customized template driven design
– Automated testing
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Strategy & Implementation: Consult
TransformManage
Mobility
Benefits:
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2 daysTurn around time*
50%Faster
time-to-market
3.6 millionConsumers empowered
Easy access to data
to deliver better CX
(customer experience)
40%Cost savings
* Depending upon the website complexity
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DO YOU REALLY KNOW
YOUR CUSTOMER?
Analytics Story
Leading network enterprise wanted to gather insights from their
customer base
– Understand customer experience,
customer behavior and sentiments
– Increase ‘Customer Lifetime Value’
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Situation:
Customer need:
Analytics
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– Identify and measure key factors driving
customer experience
– Gather information from Twitter, Facebook and
other social media platforms
– Unstructured data mined to analyze customer
churn, insights & sentiments
– Feedback of analysis given to client
– Classification and categorization of product
cases and issues
Strategy & Implementation:
Analytics
Benefits:
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Real-time Analysis
Increase in CSAT
3-5%
Ticket reduction
5-8%
Reduction in customer churn
8-10%
Recommendations based on data
Our
Vision
Our
DNA
Our
Mission
Our
Reputation
Our
Values
About CSS Corp
We’re Wired to Support
CSS Corp is a global leader in support
15+ years of managing
technical and end-to-
end product life cycle
support for B2B & B2C
environments
100+ clients
including Fortune
1000 companies
Strong client
relationships
Very flexible and agile
processes and
delivery models
A billion+ support
transactions
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To be the global
leader in tech support
to offer enhanced
business value to our
clients
Our
Clients100% Referenceable
Customers
High standards of
professional & personal
integrity
Deliver enhanced value for
customers & stakeholders
Innovative & passionate
Respect & create
opportunities for our
multicultural workforce
Socially responsible & active
in our communities
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Automation
& self-heal services
ITIL® Service
Management framework
based services
Powered by
Active Delivery
Framework (ADF)
Service Enablers Business Outcomes
Intelligent Security
Operations Center
(iSOC)
Improved
business agility
Predictable and
consistent
outcomes
Faster time to
market
Business
transformation
Enterprise Computing Services
End-user Computing Services
Cloud Services
Enterprise Cyber Security Services
Active Insights - Infra Analytics Services
Enterprise Mobility Services
Integrated Business Enablement Desk | Desk side support
Consulting | Migration | Managed Services
Consulting | iSOC | CATS | Identity & Access Management
Consulting | Monitoring | Managed Services
Consult | Enable | Manage | Monitor | Analyze
| Protect | Support
BigData Insights and Analytics
Infra Services
20 – 35%
Cost savings
60 Customers
92% CSAT Score
Virtualization and Consolidation
Retail Infra Solutions
Vertical Technology Solutions
Tools and platforms
Flexi-pricing
Reduced TCO
Quality mgmt – Lean,
Six Sigma, QoS
CSS Corp’s Infrastructure Management
Services - Overview
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Recognized as a fast growing
India-centric Infrastructure
provider in North America
– November 2014
Infrastructure Focused
Named as a ‘Leader’ in
transformational Customer
Management Services
(Paid-for Technical Support
market segment)
- November 2014
CMS
Recognized as a Cloud
service provider who
improves customer
engagement through SaaS
services
– November 2014
SaaS Services Managed Security Services
Vendor to watch out for in
Managed Security Services in
the APAC market
– June 2014
Best Outsourced Program
Contact Center Award from
Contact Center Association of
Singapore
– September 2013
Contact Center ServicesTech Support
Named as a Challenger in
Competitive Landscape:
Customer Management BPO
– June 2014
Recognized as an early
leading provider for
subscription based support
services
– January 2015
Premium Support
Recognized as a support
company that improved
work force optimization
using proprietary IP
– April 2015
Customer Support
Awards & Accolades
THANK YOU
For more information, please write to us at:
…or visit www.csscorp.com
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