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.
Challenges
New Deployment with no IT support services
New Governance and Operational models to be built
Deployment of a new mechanism for Service Level Agreement measurement of services
No Security Governance model
Outcomes
- Increase in operational efficiency through SLA-driven mechanism
- 46 Support locations provided end-user Hub room services during the engagement
- Established centralized governance and communication management
- Increase in customer satisfaction through SLA-driven approach
