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Managed End User Support Services for the Philanthropic Arm of A $1.6Bn Indian Telco Brand

Industry

Telecom

Services

Managed IT Services

 

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.

 

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Challenges

 

 

New deployment with 15 IT support services

 

New deployment with 15 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

 

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

Absence of Security Governance model

 

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
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