Overview
The customer is a $63 Bn fastest-growing telecom brand and India's largest telecom network for customers and businesses. ACL Digital has deployed and managed end-user support services for the Contact Centre of the client for efficient governance and operational efficiency.
Challenges
New Deployment with no IT support services
New Governance and Operational models to be built
Deployment of a new mechanism for Service Level Agreement measurement of services
No Security Governance model
Lack of SLA defined for delivery and support for IT equipments
Outcomes
- Increase in Operational Efficiency through SLA-driven mechanism
- 13 Support Locations in scope to provide end-user support services during the engagement
- 100 Million Subscriber Activation within 5 Months
- Established centrtalized governance and communication management
- Increase in customer satisfaction through SLA-driven approach
