Managed IT Service Desk for Partner and Distributor Network of a $1.6 Bn Telecom Giant in India
Overview
The customer is a $1.6 billion fastest-growing telco giant based in India. ACL Digital’s Managed IT Service Desk transformed operational efficiency and support quality for the leading telecom provider, delivering substantial cost savings and performance improvements.
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Challenges
Limited responsiveness and availability for business-critical applications
Absence of a structured ticket-handling mechanism
Inadequate governance and low operational productivity
Lack of a proper mechanism for tracking and measuring SLAs
Solution
Implemented an end-to-end automation platform utilizing AI and machine learning. Managed IT Service Desk Implementation
- 24/7/365 SLA-Based Support: Provided round-the-clock IT service desk support for RPOS application issues at partner and distributor centers.
- IT Process Training: Delivered training programs for client Partners and Distributors to enhance their IT process knowledge.
- Knowledge Resources: Created knowledge articles and tips to facilitate faster issue resolution.
- Single Point of Contact (SPOC): Assigned a dedicated SPOC to coordinate with various support teams, prioritize incident resolution, and address any gaps.
- Skills Improvement Training: Launched training programs aimed at improving existing employee skills.
- Quality Management Systems: Implemented systems to ensure consistent and high-quality service delivery
Outcomes
- Enhanced availability of critical business systems like RPOS and EPOS for partners and distributors
- Achieved a 40% reduction in operational costs by deploying appropriately skilled resources
- Improved response times for business-critical applications
- Optimized manpower requirements and improved SLAs for service delivery
