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.
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
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
