Managed End User Support Services for the Philanthropic Arm Of A $1.6Bn Indian Telco Brand
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 through a steadfast commitment to SLA-driven service excellence.
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Challenges
Lack of sufficient IT support services
New Governance and Operational models to be built
Absence of a new mechanism for Service Level Agreement measurement of services
Absence of Security Governance model
Solution
- Managed EUS Services for the institution
- 24*7*365 End User Support Services to the customer for end peripherals
- Management of end users’ Laptops, Desktops, Video, Voice, and hand and feet support services to network and voice teams
- End-to-end Asset Management for Monitors, IP Phones, Core Switches, Routers, HP CPU, Server Storage, etc.
- Project Governance for schools
- Total manpower deployed: 15
Outcomes
- Attained peak operational efficiency through a carefully crafted SLA-driven framework
- Established a network of 13 strategically located support hubs dedicated to delivering exceptional end-user support throughout the engagement
- Implemented robust centralized governance and honed adept communication management strategies for seamless operations
- Heightened customer satisfaction levels achieved by steadfast commitment to SLA-driven service excellence
