Managed IT L1 Application Backend Support for a $220 Bn Hydrocarbon Company in India
Overview
The client is a $220 Bn leading hydrocarbon brand based in India. As a large multinational conglomerate, the client has businesses across industries such as petrochemicals, retail, natural gas, mass media, textiles, and energy. ACL Digital partnered with the brand to provide L1 SAP backend support service across their domain.
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Challenges
Lack of ticket handling mechanism
Absence of SOPs and Project Governance for end users
Lack of proactive problem management
Limited Governance and Operational Productivity
Scattered data and tasks amongst various team members
Lack of proper mechanism for measuring the Service Level Agreement of services
Solutions
Managed IT L1 Application Support Backend
- SLA-based 24*7*365 Managed IT L1 application backend technical support desk for all application issues
- Created knowledge articles and knowledge tips for faster resolution
- Delivered IT Process Training to end users
- Acted as an SPOC for all IT Application issues and concerns and coordinated with different teams for the closure of incidents and bridge gaps
- Total manpower deployed: 96
Outcomes
- 20% reduction in operational costs ensuring maximum cost-effectiveness
- Achieved a notable decrease in incidents
- Boosted operational efficiency, streamlined processes and workflows for heightened productivity
- Enhanced customer satisfaction for a strengthened client-provider relationship
