At the onset of the pandemic, I remember reading a post by Sequoia Capital, where it stated that the Coronavirus is the black swan of 2020 that CEOs have been dreading. The pandemic's inexorable trend seems to inch closer to the end of 2020 and fear-mongers us about its resolute march well into 2021. Let's hope this never happens.
Recognition Amidst a Pandemic
The New Normal continues to test technology service providers' agility, adaptability, and resilience. Tech-service providers are on their toes to expect the unexpected and ensure business continuity and uninterrupted support to clients. I believe this is the situation where we showed our true mettle and one-upmanship amidst other players. I’m delighted to share that CSS Corp won the Gold Award for Company of the Year – IT Services in the 7th Annual 2020 Globee Awards.
What Made the Difference?
The highlight of the award is that we were the first to transition to 100% Work from Home (WFH) with zero business impact in March 2020. We realized that the usual disaster recovery playbook would not suffice and that we needed a framework to navigate out of the chaos. Amidst volatile economic conditions when many organizations were battening down the hatches, CSS Corp swiftly transitioned to a complete remote-work model as early as the 23rd of March 2020 through its proprietary RESILIENCE framework. Our robust 360-degree approach reckons every nuance of business operations, facilities, IT systems, hiring, talent management, employee safety, and more. I tip my hat to our intrepid Covid commandos, who made seamless remote work a reality for more than 7,500+ employees across 19 offices and 5 continents. And they continue their meticulous efforts in prioritizing customer experience and employee experience till this very day.
The Affirmations Pour In
We've received validation after validation of the robustness of our WFH capabilities. While HFS Research detailed every facet of our comprehensive framework in their POV, NelsonHall vouched for our strengths as a right-sized partner and CX leader. Everest Group's report showcased how CSS Corp handled additional volume of service requests to ensure high CSAT levels. Technological forte plus empathetic touch in shielding our clients and employees is what shines through during a disruption. Let me succinctly highlight a few aspects that ensured we were nimble during the crisis:
- Pragmatic yet transformational business models such as outcome-based, co-innovation, and gain-sharing models.
- A bevy of investments over the years across emerging technologies that transform IT services from an effort-led to an intelligence-led ecosystem.
- Our triple-A triad (AI, Analytics, & Analytics) of digital prowess and host of proprietary tools serve the contact center, cloud and infrastructure operations, CXM, and more.
We redefined the way we operate by moving fast, failing fast, and adapting quickly. You’ll find critical aspects of a service provider’s readiness in the TSIA webinar that we did along with Palo Alto Networks.
Winning this award amidst economic uncertainties is a recognition that affirms our leadership and new age tech support capabilities that helped our clients. The SVUS (Silicon Valley United States) Awards Group will present the award during a virtual awards ceremony in December 2020.
CSS Corp’s steadfast support continues, and this award is a harbinger of more milestones to come.