Managed Email and Mobility Support Services for India’s Largest $1.6 Bn Telecom Operator
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 management tools support services
Lack of monitoring support services
Lack of repetitive ticket handling mechanism
Limited Governance and Operational Productivity of resources
Absence of proper mechanism for Service Level Agreement measurement of service
Solution
Managed Email and Mobility Support Services
- SLA-Based 24X7X365 Active directory and DNS workforce management tools support services
- Monitoring and resolution of incidents at L1 and L2 levels
- End-to-end helpdesk management support for servers and applications
- Monitoring and resolution of incidents at L1, L2 and L3
- 100% Compliance achieved for server patching
- Issues Automated (email quota full/DL modification) post publishing the detailed analysis of tickets
- Total Manpower deployed: 22
Outcomes
- Achieved increased operational efficiency through precise SLA-driven methodologies and deployment of skilled professionals
- Implemented a systematic ticket distribution process, ensuring equal workload distribution within the team through a dedicated dispatcher
- Attained a perfect success rate of 100% for handling email quota & distribution list modification concerns, thanks to seamless automation
- Successfully automated resolution for issues related to the inability to send or receive emails, expediting problem resolution
- Established a centralized governance and communication management system, ensuring consistent and effective operations
