Managed End User Support Services for a Leading $21 Bn Indian Retail Brand


Retail & e-Commerce


Managed IT Services


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.






New Deployment with no IT support services


Deployment without IT Support Services

New Governance and Operational models to be built


New Governance and Operational models to be built


Deployment of a new mechanism for Service Level Agreement


Need for a new mechanism for Service Level Agreement measurement of services

No Security Governance model


Absence of Security Governance model




  • 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