Microsoft CSS

Microsoft’s Customer Success and Support (CSS) teams are dedicated to keeping over 1.4 billion monthly active users satisfied. With more than 30,000 support engineers, the team is constantly evolving—onboarding new hires and upskilling existing staff to maintain top-tier support across an ever-changing product suite.

The Challenge

Microsoft faced challenges in scaling its Customer Success and Support (CSS) team. The company needed to accelerate the onboarding process for new engineers, ensuring they could independently manage support cases quickly. Additionally, there was a need for cross-training staff to handle multiple issues on the same call and implement a skill-tracking system that would route cases to the most qualified engineers. The goal was to optimize performance and improve customer satisfaction across a dynamic, ever-changing product suite.

Solution

QA empowered Microsoft to transform its approach to staff training and development by creating a centralized platform that integrated both technical content and upskilling resources.

This platform allowed Microsoft to track and analyze the unique strengths of its engineers, providing a real-time skills inventory. With this data, Microsoft could effectively assign support cases to the most qualified engineers, ensuring quicker resolutions and reducing the complexity of managing multiple product issues in a single call.

"They are a pleasure to work with empowering our entire internal learning program! We now use their platform while adding our own content as our ‘go-to’ place for skilling and application of skills."

Senior Director – WorldWide Learning, Microsoft, Seattle

Results

Thanks to QA’s platform, Microsoft was able to quickly upskill its support engineers, empowering them to resolve cases faster and more effectively across a wide range of products. With skill-based routing, engineers were matched to cases that aligned with their expertise, reducing handoffs and speeding up resolution times. The result was a more efficient, confident team and happier customers. Microsoft saw not only improved performance but also a stronger, more capable workforce, allowing them to meet the demands of an ever-changing digital world while continuing to support their mission of empowering every person and organization.