Managed End User Support Services for a Leading $21 Bn Indian Retail Brand
Overview
The client is a $21 Bn leading retail brand and India’s largest fashion retail chain offering apparel and fashion accessories through a diversified portfolio of its own, national and international brands. ACL Digital partnered with the retail giant to provide L1 and L2 end-user support service to all their 46 retail units across India.
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Challenges
Deployment without IT Support Services
New Governance and Operational models to be built
Need for a new mechanism for Service Level Agreement measurement of services
Absence of Security Governance model
Solution
Managed EUS Services for Retail Stores
- 24/7/365 End User Support Services to the 16000+ users for end peripherals
- Management of Video, Voice, Security, and hand and feet services to network, Voice teams
- End-to-end Asset Management for Monitors, IP Phones, Server, Core Switches, Routers, HP CPU, Server Storage, etc.
- Security Governance
- Project and Resource KPI delivery
- CSAT and SLA put in place for better ticket tracking and productivity measure
- Total manpower deployed: 217
Outcomes
- Enhanced Operational Efficiency by implementing a Service Level Agreement (SLA)-driven mechanism, ensuring streamlined processes and optimal resource allocation
- Provided end-user Hub Room services across 46 strategic locations, enhancing accessibility and support availability
- Established a centralized system for governance and communication management, ensuring seamless coordination and oversight
- Implemented a SLA-driven approach resulting in a notable increase in customer satisfaction levels, reflecting the effectiveness and reliability of the services provided
