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Managed Email and Mobility Support Services for India’s Largest $1.6 Bn Telecom Operator

Industry

Telecom

Services

Managed IT Services

 

Overview

The customer is a $1.6 Bn fastest growing Telco based in India. ACL has provided Managed Email and Mobility Support Services to their internal customers with optimal resource allocation & improved operational efficiency.

 

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Challenges

 

 

Limited Managed Email and Mobility workforce

 

Limited Managed Email and Mobility workforce management tools support services

Lack of monitoring support services

 

Lack of monitoring support services

Lack of monitoring support services

 

Lack of repetitive ticket handling mechanism

 

Limited Governance and Operational Productivity of resources

 

Limited Governance and Operational Productivity of resources

Managed Email and Mobility Support Services

 

No proper mechanism for Service Level Agreement measurement of service

 

Benefits

 

 

  • Increase in Operational Efficiency through SLA-driven mechanisms and resources deployed with the right skills
  • Established the process of distributing the tickets equally within the team through a dispatcher
  • Achieved 100% success ratio for email quota and DL modification issues via automation
  • Successful automation done for issues related to the inability to send/receive emails
  • Established centralized governance and communication management
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