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.
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
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