Infrastructure Managed Services for a Leading Petro Retail Brand
Overview
The customer is a $10 Bn Petro Retailer brand based out of India. Their retail outlets offer various products including food, groceries, apparel, footwear, vegetables, fruits, electronic goods, lifestyle and home improvement products. The Infrastructure Managed Services and Asset Management solutions provided by ACL to the customer had an immediate positive impact on their Operational Efficiency.
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Challenges
Lack of ticket handling mechanism for L0, L1 and L2 Incident & problem management
Inadequate scalable tools and processes, to manage scattered data and tasks amongst various team members
No proper mechanism for service level agreement measurement of services
Solution
ACL Digital provided the client with IT Support Desk and Asset Management services including:
- 24x7x365 ITIL based L1 support desk for all IT and devices at the Retail Petro Outlets
- Provided Scalable Solution after the customer doubled the outlets
- End-to-End support for mail server errors, password resets, access to dealer portals, WAN link failover testing etc
- Delivered the IT Process training to the team
- End-to-End Asset Management for monitors, IP pho
Outcomes
- 20% cost optimization through Managed Infrastructure Services
- Scaling up of 15 Support Locations to provide IT support desk and asset management services
- Increase in operational efficiency through SLA driven mechanism
- Enhanced customer satisfaction
