Overview
The philanthropic arm of our India-based client, a $1.6Bn fastest-growing telco brand, has played a catalytic role in addressing the nation's development challenges through innovative and sustainable solutions. ACL Digital collaborated with the client to manage their end-user support services to increase operational efficiency and enhance customer satisfaction.
Challenges
New deployment with 15 IT support services
New Governance and Operational models to be built
Deployment of a new mechanism for Service Level Agreement measurement of services
Absence of Security Governance model
Outcomes
- Increase in Operational Efficiency through SLA-driven mechanism
- 13 Support Locations provide end-to-end support during the engagement
- Established centralized governance and communication management
- Increase in customer satisfaction through SLA-driven approach
