Managed IT Service Desk for a $10 billion Leading Petro Retailer Brand in India
Overview
The client is a major $10 billion petro retailer based in India. ACL Digital provided Level 1 Service Desk support for IT issues across the client’s 1,500 retail petrol outlets nationwide. ACL Digital’s Managed IT Service Desk transformed IT operations and boosted overall customer satisfaction with improved support and resolution processes.
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Challenges
Lack of a structured ticket management system
No single point of contact (SPOC) for end users
Scalability issues in tools and processes, leading to fragmented data and task management across various team members
Inadequate mechanisms for tracking and measuring SLAs
Outcomes
- Achieved a 20% reduction in costs through managed infrastructure services
- Delivered IT support across 1,500 locations
- Ensured effective management and service during peak business hours
- Achieved zero abandoned calls by properly deploying resources during high-demand periods
- Improved operational efficiency through SLA-driven mechanisms
